Guest Experience Lead — Hospitality Operations

The Imperial Hotel Blackpool; Lancashire; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discounted hotel stays

Birthday leave

F&B discounts at RBH hotels

Meals on duty

Employee Assistance Programme

Career development

Job summary

The Imperial Hotel Blackpool invites a warm, experienced Guest Services Manager to be the welcoming heartbeat of the lobby. You’ll connect guests with the right teams and turn feedback into daily improvements.

You’ll lead with hospitality know-how, blend operations with care, and ensure every stay feels effortless for families, pets and guests alike. Weekend and peak shifts are part of the rota.

Qualifications

• Experience in hotel operations with understanding of reception and guest services.
• Warm, welcoming manner and a love of looking after people.
• Ability to anticipate needs, read situations and respond with discretion and good judgement.
• Confidence using hotel systems and ensuring a smooth, accurate guest journey.
• Excellent spoken and written communication with warmth, professionalism and care.
• Credibility to influence colleagues across departments and get things done.
• Organised approach to recording feedback and turning it into practical improvements.
• Calm head during busy periods with patience to listen.
• Thoughtful approach to families, pets and guests with different needs.
• Generous approach to recognizing others and following through.

Responsibilities

• Make arrivals feel easy by welcoming guests and managing busy check-in and lobby flow.
• Read the room, notice hesitation, and take action before a small issue becomes a disappointment.
• Step in to answer quick questions, guide families, and coordinate extra support so guests feel acknowledged.
• Ensure families and pets are welcomed with patience and practical help.
• Collaborate with reception, housekeeping, F&B, maintenance and events to fulfill requests.
• Listen, resolve concerns within authority and confirm guest happiness.
• Respond to feedback with thoughtful replies and practical follow-up.
• Turn guest feedback into clear actions with owners, timelines and checks.
• Share guest insights with management and verify improvements in satisfaction.
• Recognise great service and celebrate moments through the team.

Skills

Warmth and welcoming presence

Guest-centric service

Strong communication (spoken & written

Tools

Hotel systems

Job description

The Imperial Hotel Blackpool invites a warm, experienced Guest Services Manager to be the welcoming heartbeat of the lobby. You’ll connect guests with the right teams and turn feedback into daily improvements.

You’ll lead with hospitality know-how, blend operations with care, and ensure every stay feels effortless for families, pets and guests alike. Weekend and peak shifts are part of the rota.