Guest Services Manager – 5‑Star Hotel

About the role

The Guest Services Manager will lead the front‑office team at voco St. David’s Cardiff, ensuring every guest receives a warm, personalised welcome and attentive service throughout their stay in our 5‑star waterfront hotel.

Key responsibilities

• Oversee daily front‑office operations and manage a team of guest‑service staff.
• Maintain high standards of service, handling guest requests and resolving issues promptly.
• Drive loyalty programme enrolments and monitor guest satisfaction metrics.
• Collaborate with other hotel departments to deliver seamless experiences for meetings, weddings and spa guests.
• Implement market‑trend initiatives to enhance the guest experience.

Required profile

• Minimum 2 years of front‑office duty management or team‑lead experience in a comparable 4‑ or 5‑star property.
• Proven success working with loyalty schemes and enrolments.
• Strong awareness of hospitality market trends and ability to launch new initiatives.

Required skills

• Proficiency with Opera property management system.
• Experience using Delphi software.
• Competent with the Microsoft Office suite.

What we offer

• Employment with IHG Hotels & Resorts, providing global career opportunities.
• Meals while on duty and generous employee discounts worldwide.
• 28 days of holiday (pro‑rated up to 33 days), company sick pay and life insurance.
• Access to Wagestream financial‑wellbeing app.
• Referral bonuses and a supportive, laid‑back work culture.