Guest Service Manager

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

JOIN US

A sixth sense for service. An eye for detail. A talent for making everything feel effortless.

Some people have a gift for hospitality. They notice the guest who needs a little help before anyone asks. They turn a busy arrival into a lovely welcome. They spot a small niggle and quietly work their magic, leaving the guest feeling that everything has gone perfectly.

Sound like you? We’d love to meet you.

At The Imperial Hotel Blackpool, we’re looking for a Guest Services Manager with warmth, excellent hotel know-how and a real desire to make a difference. Someone who loves being at the heart of a hotel, amongst the guests and alongside the team, making every stay feel personal.

You’ll be the key person in smoothing our guests’ stays and turning their experiences into lasting improvements. From a thoughtful welcome to a carefully handled concern, you’ll connect what our guests tell us with what our teams do, helping us get better every day.

At RBH, people are at the heart of what we do. We value individuality, support our colleagues and welcome people who bring their own personality and passion to hospitality.

OUR HOTEL

The Imperial is a Blackpool landmark with a proud history, bags of character and a wonderfully varied mix of guests. From family seaside adventures and breaks with four-legged companions to celebrations, conferences and relaxing weekends, there’s always something happening.

This is your opportunity to help shape how our guests feel about their time with us and give them every reason to return.

A DAY IN THE LIFE OF A GUEST SERVICES MANAGER AT THE IMPERIAL

You’ll be our natural lobby host: a reassuring presence, a friendly face and the person who makes things happen.

You’ll know when to stop for a chat, when to step forward and when to quietly give someone space. Behind that effortless welcome will be a strong understanding of hotel operations and the confidence to bring the right colleagues together.

What you’ll be doing:

• Making arrivals feel easy. Welcoming guests, helping them find their feet and keeping reception and the lobby flowing smoothly during busy check-in and departure periods.

• Getting ahead of the niggles. Reading the room, noticing hesitation or frustration and taking action before a small inconvenience becomes a disappointing stay.

• Taking the pressure out of queues. Stepping in to answer a quick question, guide a family or coordinate extra support so guests feel acknowledged and things keep moving.

• Making families and pets feel welcome. Understanding that tired children, excited dogs and a car full of luggage sometimes call for a little extra patience and practical help.

• Joining up the guest experience. Working closely with reception, housekeeping, food and beverage, maintenance and events so requests reach the right people and are followed through.

• Owning the outcome. Listening carefully, resolving concerns within your authority and checking back to make sure the guest is happy.

• Giving guest feedback a meaningful response. Responding thoughtfully to comments, reviews and concerns, both during and after a stay, with personal replies and practical follow-through.

• Turning niggles into action. Bringing together feedback from conversations, reviews and surveys, identifying patterns and agreeing clear actions with department managers, with an owner, a timescale and a check that the solution has worked.

• Driving continuous improvement. Sharing guest insights with the management team, following up agreed improvements and checking whether they are making a difference to guest satisfaction.

• Making sure great work gets recognised. Passing on compliments, celebrating thoughtful service and ensuring the colleagues behind those memorable moments receive the recognition they deserve.

• Inspiring thoughtful service. Coaching colleagues through everyday interactions and showing how small touches can make a big difference.

You’ll help create a culture where guests feel heard, colleagues feel appreciated and feedback leads to visible progress.

WHAT WE NEED FROM YOU

You’ll bring:

• Experience in hotel operations, with a thorough understanding of reception and guest services.

• A naturally warm, welcoming manner and a real love of looking after people.

• The ability to anticipate needs, read situations and respond with discretion and good judgement.

• Confidence using hotel systems and understanding the processes behind a smooth, accurate and secure guest journey.

• Excellent spoken and written communication, including the ability to respond to guest feedback with warmth, professionalism and care.

• The credibility to influence colleagues across departments, build relationships and get things done.

• An organised approach to recording feedback, spotting recurring issues and turning them into practical improvements.

• A calm head during busy periods, with the confidence to act and the patience to listen.

• A thoughtful approach to families, pet owners and guests with different needs.

• A generous approach to recognising others, alongside the determination to follow things through.

This role works when our guests need us most. Your rota will include most weekends, bank holidays and other peak periods, with shifts shaped around the busiest parts of the guest journey.

If a lively lobby brings out your best, you love making someone’s day a little easier, and you take pride in helping a whole team improve, you could be exactly who we’re looking for.

OUR BENEFITS

Our RBH benefits include:

• Discounted hotel stays for you, your friends and family.

• An additional day’s leave for your birthday.

• Food and beverage discounts at RBH hotels.

• Meals on duty.

• An Employee Assistance Programme.

• Opportunities to learn, develop and grow within RBH.

EQUAL OPPORTUNITIES

RBH welcomes applicants from all backgrounds and is committed to an inclusive workplace. If you need reasonable adjustments during recruitment, please let us know.

Compensation: To be discussed