Guest Experience Leader - Front Office & F&B Ops

RBH Hospitality Management Ltd; Liverpool; Presencial; GBP 28.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discounted hotel room rates

Birthday leave

Enhanced parental/maternity leave

Course Sponsorship

Refer a Friend scheme (£250 per ref, 5

Flexible working

Wagestream - access to earnings

Life Insurance

Employee Assistance Programme

Wellness events

Free meals on duty

Descripción de la vacante

RBH Hospitality Management, operating Aloft Liverpool, seeks a Guest Services Manager to lead the Front Office and deliver exceptional guest experiences. You will coach the team, manage daily operations, handle guest feedback, and ensure efficient coordination with Housekeeping, Maintenance and F&B.

The role requires strong Front Office knowledge, experience with Opera PMS and a hands-on, flexible leadership style to support hotel operations and revenue growth.

Formación

• Experience leading Front Office teams in a hotel setting.
• Strong knowledge of Front Office operations (check-in/check-out, reservations, billing).
• Experience using PMS (Opera) and MS Office.
• Budget, payroll and cost controls understanding.

Responsabilidades

• Take day-to-day responsibility for Front Office operations and guest service quality.
• Lead, motivate and develop the Guest Services team with coaching and feedback.
• Oversee guest journey: arrivals, departures, room allocations, billing and inquiries.
• Address guest feedback and complaints professionally; own guest experience.
• Monitor guest satisfaction, online reviews and service feedback for improvements.
• Coordinate Front Office with Housekeeping, Maintenance and F&B for smooth operations.
• Monitor payroll, labour costs and operating expenses against budgets.
• Support revenue through upselling and promoting hotel facilities and F&B.

Conocimientos

Front Office leadership

PMS (Opera)

Budget & payroll knowledge

Guest service excellence

Team development

Herramientas

Opera PMS

Descripción del empleo

RBH Hospitality Management, operating Aloft Liverpool, seeks a Guest Services Manager to lead the Front Office and deliver exceptional guest experiences. You will coach the team, manage daily operations, handle guest feedback, and ensure efficient coordination with Housekeeping, Maintenance and F&B.

The role requires strong Front Office knowledge, experience with Opera PMS and a hands-on, flexible leadership style to support hotel operations and revenue growth.