Guest Experience Leader - Front Office & Service Excellence

Rbh Hospitality Management; Liverpool; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Discounted hotel room rates

Birthday leave

Enhanced maternity/adoption/shared par

Course sponsorship

F&B discounts

Refer a Friend scheme

Flexible working

Wagestream pay options

Life Insurance

Employee Assistance Programme

Wellness events

Free meals on duty

Job summary

RBH Hospitality Management is looking for a Front Office Manager to lead the reception team in Liverpool, ensuring exceptional guest service and a welcoming first impression.

You will oversee the guest journey, including arrivals, departures, reservations and billing, while driving improvements in guest satisfaction. This role requires management experience, strong communication and the ability to coordinate across hotel departments.

Qualifications

• Experience in a Front Office supervisory or management role in hospitality.
• Strong leadership and coaching abilities to develop a high-performing reception team.
• Proven ability to oversee guest journey, check-in/out, reservations and billing processes.

Responsibilities

• Take overall responsibility for day-to-day Front Office operations and guest service excellence.
• Lead, motivate and develop the Guest Services team with coaching and feedback.
• Oversee arrivals, departures, room allocations, reservations and billing.
• Act as senior point of contact for guest feedback and complaints.
• Monitor guest satisfaction and online reviews, driving improvement actions.
• Coordinate with Front Office, Housekeeping, Maintenance and F&B for smooth operations.
• Monitor payroll, labour costs and operating expenses to stay within budgets.
• Oversee cash handling, banking procedures and financial controls.

Skills

Front Office leadership

Guest service excellence

Team coaching

Communication skills

Budget awareness

Tools

Opera PMS

Microsoft Office

Reservations systems

Job description

RBH Hospitality Management is looking for a Front Office Manager to lead the reception team in Liverpool, ensuring exceptional guest service and a welcoming first impression.

You will oversee the guest journey, including arrivals, departures, reservations and billing, while driving improvements in guest satisfaction. This role requires management experience, strong communication and the ability to coordinate across hotel departments.