Guest Experience Lead | Front Desk & Duty Manager

Valor Hospitality; Liverpool; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Company pension

Discounted or free food

Health & wellbeing programme

Company events

Free on-site parking

Real opportunities to grow your career

Job summary

Valor Hospitality, at Hampton by Hilton Liverpool John Lennon Airport, seeks an experienced Guest Services Manager to lead the front desk and drive guest satisfaction. This hands-on role emphasizes delivering exceptional service and maintaining brand standards in a busy airport hotel.

You'll oversee shifts, coach the team, handle guest feedback, and coordinate check-in/out and payments. Prior Duty Manager or Guest Services Manager experience and Opera familiarity are highly valued.

Qualifications

• Experience as Duty Manager or Guest Services Manager.
• Opera experience preferred.
• Excellent communication and customer service mindset.
• Able to multitask in a fast-paced environment.

Responsibilities

• Lead front desk operations and act as Duty Manager when required.
• Deliver warm, professional guest service at all times.
• Handle guest feedback, issues, and complaints with care.
• Support check-in/check-out, payments, and guest queries.
• Mentor and develop front office team members.
• Manage rotas, payroll input, stock and ordering.
• Ensure brand standards, cleanliness and presentation are maintained.

Skills

Communication

Phone etiquette

Customer service

Multitasking

Attention to detail

Computer skills

Languages bonus

Leadership

Tools

Opera

Job description

Valor Hospitality, at Hampton by Hilton Liverpool John Lennon Airport, seeks an experienced Guest Services Manager to lead the front desk and drive guest satisfaction. This hands-on role emphasizes delivering exceptional service and maintaining brand standards in a busy airport hotel.

You'll oversee shifts, coach the team, handle guest feedback, and coordinate check-in/out and payments. Prior Duty Manager or Guest Services Manager experience and Opera familiarity are highly valued.