Guest Services Manager Job at Wilde Aparthotels (London)

Job Description

Welcome to Wilde, a thriving, exciting and rapidly expanding aparthotel operator, making waves across the heart of Europe! With an impressive track record of multiple new aparthotels opening each year, we’re on an unstoppable journey, with exceptional properties across iconic European cities like London, Berlin, Edinburgh, Lisbon and Vienna. We are on the search for our next Guest Services Manager to work with our Guest Services Hosts and the wider team across our public areas, lobby, reception and R&B spaces. Embrace the high-paced, evolving environment with enthusiasm and curiosity. At Wilde, we’re not just an aparthotel group: we're a diverse and inclusive team that encourages you to bring your unique self to work and make a real impact. Our Irish heritage mixes with local cultures to form new experiences that are unique to each city, and each Wilde.

Job Responsibility

Endless Opportunities in One Space: Whether you’re welcoming guests or crafting the perfect cocktail, you'll thrive in our dynamic lobby, bar, and host stand. It's about maintaining a fun, fresh, and fast-paced environment while communicating with multiple departments and delivering excellent service
Be the Ultimate Brand Ambassador: Take ownership of your role with enthusiasm, energy, and a touch of flair—become the face of Wilde and represent us with pride
Make a Lasting Impact: Confidence is key! Master communication and teamwork to create memorable experiences for every guest that walks through our doors
Stay Driven, Stay Motivated: Strive for excellence every day—set ambitious goals and exceed them. We work together to push boundaries and celebrate our collective success
Exemplify Excellence at All Times: From the moment guests arrive, greet them warmly and with a smile, ensuring they feel welcome and at home
Understand Your Guests: Commit to learning the preferences and needs of our guests to provide personalised, thoughtful service that leaves a lasting impression
Set the Mood: You’re responsible for creating the perfect atmosphere—whether adjusting the lighting, lifting the volume, or ensuring everything is pristine. You understand that the little details matter
Master Every Shift: Whether you're opening, swinging, or closing, you’re in control—keeping operations seamless and collaborating with your team to ensure nothing is overlooked, including health & safety and complaints management
Push the Boundaries of Excellence: Constantly seek opportunities to innovate and improve. Your drive to make things better propels us all toward greater success
Lead with Kindness and Respect: Foster a culture of respect, inclusivity, and kindness, ensuring everyone feels valued and part of the team
Engage with the Community: Actively participate in local charity events and initiatives, building strong relationships within the community and contribute to our collective mission

Requirements

2+ years experience in a similar role, ideally within the lifestyle hotel or hospitality sector is required
Knowledge of Front Office operations
Some previous F&B/Barista experience is preferred but training can be provided

What we offer

Paid family leave (>1 year of service)
Flexible working patterns
Bonus scheme that rewards high performers
- based on our core values and tied to individual property goals
Discounted rates for overnight stays for you, your family and friends
Refer and earn scheme - earn up to £/€550
Cycle to work scheme- to support a healthy lifestyle and our planet
Education Support to help you foster new skills
Volunteer days: 2 paid volunteer days per year
Support for you and your family when you need it with our Employee Assistance Program (EAP)
An extra day off to celebrate your birthday

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Guest Services Manager

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