Guest Service Manager

RBH Hospitality Management Ltd; Liverpool; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Front Office leadership

PMS (Opera)

Budget & payroll knowledge

Guest service excellence

Team development

Tools

Opera PMS

Job description

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

Aloft Liverpool

OUR BENEFITS

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year
• And much much more!

A DAY IN THE LIFE OF A GUEST SERVICES MANAGER AT ALOFT LIVERPOOL

What you'll be doing...

• Take overall responsibility for the day-to-day operation of the Front Office, ensuring the reception team consistently delivers excellent guest service and creates a welcoming and positive first impression.
• Lead, motivate and develop the Guest Services team, providing coaching, guidance and regular feedback to maintain high standards of performance and service.
• Oversee all aspects of the guest journey, including arrivals, departures, room allocations, reservations, billing and guest enquiries, ensuring processes are efficient and accurate.
• Act as a senior point of contact for guest feedback and complaints, resolving issues professionally and promptly while taking ownership of the guest experience.
• Monitor guest satisfaction scores, online reviews and service feedback, identifying opportunities for improvement and implementing actions to enhance the overall guest experience.
• Ensure effective communication and coordination between Front Office, Housekeeping, Maintenance and Food & Beverage teams to support smooth hotel operations.
• Monitor departmental performance, payroll, labour costs and operating expenses, ensuring resources are used effectively and in line with agreed budgets.
• Oversee cash handling, banking procedures, billing accuracy and financial controls, ensuring all Front Office procedures are followed.
• Support revenue generation through upselling, room upgrades, additional services and the promotion of hotel facilities and F&B offerings.
• Maintain accurate departmental records and reporting, including occupancy, guest feedback, operational performance, payroll and other management reports.
• Ensure the Front Office team follows all hotel policies, brand standards, health and safety requirements, security procedures and emergency protocols.
• Provide operational support and management cover across Food & Beverage when required, including breakfast, bar operations and meeting and event spaces.
• Support the preparation and service of breakfast, bar and meeting and event facilities when operationally required, ensuring appropriate service standards, presentation and guest satisfaction.
• Assist with coordinating F&B team activities, monitoring service standards and ensuring food safety, hygiene and licensing requirements are maintained.
• Work closely with the wider management team to ensure consistent service delivery across all hotel departments, demonstrating flexibility and a hands-on approach to operational requirements.

What We Need from You:

• Previous experience in a Front Office supervisory or management role within the hospitality industry, ideally in a hotel environment.
• Proven ability to lead, motivate and develop a team, creating a positive working environment and maintaining high standards of performance.
• A genuine passion for guest service, with the confidence and ability to handle guest feedback and complaints professionally.
• Strong knowledge of Front Office operations, including check-in and check-out procedures, reservations, billing, room allocations and guest relations.
• Experience using hotel property management systems (PMS), ideally Opera or similar, together with a good working knowledge of Microsoft Office.
• Good understanding of departmental budgets, payroll management, labour costs, financial controls and operational reporting.
• An flexible and hands-on approach, with the ability to support Food & Beverage operations, particularly breakfast, bar and meeting and event services, when required.
• An understanding of food safety, hygiene, licensing and health and safety requirements within hotel operations.
• Strong organisational and communication skills, with the ability to manage competing priorities and make effective decisions under pressure.
• The ability to work collaboratively across departments and support the wider hotel management team.
• Flexibility to work evenings, weekends and bank holidays as required to meet the operational needs of the hotel.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact us.