Guest Service Manager

Aluminiosteverga; Blackburn; Hybrid; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Bed & Breakfast stays

50% food & beverage discount

Employee assistance programme

Hapi discounts

Long service awards

Team recognition

Extended annual leave

Training & development

Job summary

leaf HOSPITALITY in Blackburn is seeking a Guest Service Manager to lead the day-to-day hotel operations and deliver exceptional guest experiences from arrival to departure.

This hands-on leadership role involves guiding teams across departments, modelling guest-focused service, and driving continuous improvement while maintaining brand standards and operational excellence.

Qualifications

• Previous hospitality supervisory or leadership experience.
• Passion for delivering exceptional guest experiences.
• Strong communication and interpersonal skills.
• Ability to lead by example and support others.
• Flexible approach and guest-focused attitude.

Responsibilities

• Support the day-to-day operation of the hotel, ensuring exceptional guest experiences.
• Lead by example and support team members across operational departments.
• Create a warm welcome and memorable experiences for guests from arrival through to departure.
• Act as a key point of contact for guests, resolving enquiries and issues professionally.
• Support service delivery across the hotel to ensure operational standards are maintained.
• Assist with coaching, training and supporting team members.
• Monitor guest feedback and identify opportunities for improvement.
• Support the achievement of guest satisfaction and operational targets.
• Ensure compliance with company, brand and legal requirements.
• Help create a positive and engaging environment for guests and colleagues.

Skills

Leadership

Guest experience

Communication

People management

Organisational

Problem solving

Job description

Guest Service Manager
This stylish hotel is off the M65, ideally located on the border of Hyndburn and Blackburn located within the Frontier Retail Park. Local attractions such as Blackburn's historic cathedral, the Blackburn Museum & Art Gallery, King George's Hall, and Blackburn Empire Theatre are only a 10-minute drive away.
The hotel encompasses 150 bedrooms and has substantial parking available for big group bookings. The hotel has a friendly, upbeat, comfortable feel and embodies Hampton's culture of Hamptonality perfectly. Our team will welcome you with a bright smile and are multiskilled to support you on both the reception desk as well as in our lounge, bar, and during breakfast. There is a spacious lounge area where guests can enjoy a relaxing drink and some food, or they may choose to take advantage of the onsite gym. The spacious and friendly lounge area is the perfect setting to meet with your family, and friends, or to organise a small meeting with a client or colleagues.
Join Our Team

We're looking for a passionate and motivated Guest Service Manager to help lead the day-to-day operation of the hotel and create exceptional experiences for our guests.

This is a hands‑on leadership role where you'll support the operation across the hotel, lead by example and ensure guests receive outstanding service from arrival through to departure.

If you enjoy working with people, thrive in a fast‑paced environment and are ready to take the next step in your hospitality career, we'd love to hear from you.

Why Join Us?

• Team Member Programme with £50 Bed & Breakfast stays across participating leaf HOSPITALITY hotels

• 50% food and beverage discount

• Employee Assistance Programme and wellbeing support

• Hapi discounts platform

• Long Service Recognition Awards

• Team Member recognition awards

• Annual leave that increases with length of service, gaining an additional day each year up to a maximum of 5 extra days

• Training and development opportunities

What You'll Be Doing

• Support the day-to-day operation of the hotel, ensuring exceptional guest experiences

• Lead by example and support team members across operational departments

• Create a warm welcome and memorable experiences for guests from arrival through to departure

• Act as a key point of contact for guests, resolving enquiries and issues professionally

• Support service delivery across the hotel to ensure operational standards are maintained

• Assist with coaching, training and supporting team members

• Monitor guest feedback and identify opportunities for improvement

• Support the achievement of guest satisfaction and operational targets

• Ensure compliance with company, brand and legal requirements

• Help create a positive and engaging environment for guests and colleagues

What We're Looking For

• Previous experience in a hospitality supervisory or leadership role

• Passion for delivering exceptional guest experiences

• Strong communication and interpersonal skills

• Ability to lead by example and support others

• Good organisational and problem‑solving skills

• Confidence in making decisions and resolving guest issues

• Flexible approach and willingness to support different areas of the hotel

• Positive, proactive and guest‑focused attitude

About leaf HOSPITALITY

leaf HOSPITALITY is a hotel management company trusted by owners to operate branded and independent hotels across the UK.

Since 2007, we've managed every property as if it were our own, combining commercial expertise with a people‑first approach. We build strong teams, create memorable guest experiences and deliver long‑term success for our hotels, owners and communities.

Everything we do is guided by one principle:

be EXCELLENT.

Diversity & Inclusion

We are committed to creating an inclusive workplace where everyone feels welcome, respected and able to succeed. We celebrate individuality and believe diverse perspectives help us deliver better experiences for our guests, teams and communities.