Guest Service Team Leader

JOIN OUR FAMILY

At RBH we believeour people are our biggest assets and understand the value in putting themfirst. Our approach to diversity in the workplace health & wellbeingsustainability and individuality sets us apart from our competitors and is oneof the reasons we are rated Top 30 Best Places to Work in Hospitality! Weare passionate about the industry and always on the lookout for new talent tojoin us on our journey...

OUR HOTEL

The Met Hotel isentering an exciting new chapter in 2026 having been through a full renovationthat was designed to reimagine every touchpoint of the guest experience. Toshape this next era were looking for a dedicated Guest Experience Managerwho will oversee our daytime operations and bring our renewed vision of warmauthentic and unforgettable hospitality to life.

At The Met webelieve that extraordinary hotel experiences are made by the people behindthem. If youre looking for a role where you can grow develop and be part ofa vibrant dynamic team this is your chance to make a real impact.

This is a uniqueopportunity to be at the forefront of shaping the guest experience in our newlyrefurbished hotel. If youre an enthusiastic leader with a passion forhospitality and want to help lead the future of The Met wed love to hear fromyou!

AN DAY IN THE LIFE OF A GUEST EXPERIENCE MANAGER AT THE METHOTEL LEEDS

Wedont just offer a place to stay; we craft unforgettable moments. As our GuestExperience Manager youll be the champion of every touchpoint in the guestjourney shaping stays that spark curiosity joy and connection. Youll leadby examplecurating an environment where service feels genuine personal andeffortlessly memorable ensuring every guest feels truly valued from arrival tofarewell.

From designingstandout guest experiences to anticipating needs before they arise youll beat the heart of elevating our service culture. This role offers the opportunityto influence the atmosphere and energy of our dynamic ever-evolving hotelredefining what exceptional hospitality looks and feels like.

Reporting to our Operations Manager your day willinclude:

• Lead the GuestExperience: Deliver warm thoughtful and proactive service at every stage ofthe guest journey.
• Curate the GuestExperience: Oversee arrival in-stay and departure experiences ensuring everyinteraction is seamless engaging and aligned with our brand values.
• EnhanceGuest Engagement: Seek opportunities to delightwhether through personalisedtouches special moments or creative solutions that make a guests stay trulystand out.
• Resolve GuestFeedback & Challenges: Take ownership of guest concerns or requestsensuring they feel heard valued and eager to return.
• Duty ManagerResponsibility: Act as Duty Manager when scheduled ensuring smooth operationsacross the hotel and coordinating the guest experience holistically.
• Cross-DepartmentCollaboration: Partner with housekeeping F&B maintenance and other teamsto ensure all guest needs are addressed smoothly and cohesively.
• UpholdBrand & Experience Standards: Maintain and elevate our service standardsensuring consistency creativity and operational excellence throughout yourshift.
• ExperienceInsights & Reporting: Support the Front Office Manager with guestsatisfaction reporting experience improvements and initiatives that enhanceoverall service quality.

WHAT WE NEED FROM YOU

We hire mostly on personality & potentialbutheres what will help you shine in the role of Guest Experience Manager:

• Previousexperience in a guest-facing hotel role ideally with supervisory experience inguest experience front office or similar environments.
• Proficiencywith Opera or comparable hotel management software is highly beneficial.
• Naturalleadership skills with the ability to inspire motivate and nurture aguest-centred team culture.
• Agenuine passion for crafting memorable personalised experiences and elevatingevery guest interaction.
• Strongorganisational and multitasking abilities thriving in a fast-pacedever-changing environment.
• Excellentproblem-solving skills with a focus on empathy guest satisfaction andpositive outcomes.
• Theability to remain calm thoughtful and solution-focusedeven under pressure.
• Flexibilityto work weekdays weekends and public holidays as required.

WHAT WE OFFER

Why this role

• Be at the forefrontof the exciting transformation of The Met Hotel Leeds as we redefine the guestexperience. This is a unique opportunity to contribute to somethingextraordinary while advancing your hospitality career.
• Work in a dynamicfast-paced environment where creativity individuality and ambition arecelebrated and encouraged.
• Competitive salaryperformance incentives and ample opportunities for growth in a thriving team.
• Play a key role incrafting the first impression of our guests stay ensuring their experiencefrom check-in to check-out is seamless memorable and unlike any other.

You will haveaccess to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional days leave for your birthday
• Enhanced Maternity adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn 250 for each referral up to 5 referrals)
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over 1000 per year

And much muchmore!

EQUAL OPPORTUNITIES

RBH HospitalityManagement is an equal opportunity employer. We believe in hiring a diverseworkforce and sustaining an inclusive people-first culture. If at any pointthroughout our process you require reasonable adjustments please