Guest Service Manager

Lighthouse Hotel Management; Liverpool; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hospitality management company located in Liverpool is seeking a Guest Service Manager to lead a passionate team at the Holiday Inn Express Liverpool Central. This role emphasizes exceptional customer service, team management, and flexibility across various hotel operations. Ideal candidates must have a proven track record in hospitality, possess strong communication skills, and show a genuine passion for creating memorable guest experiences. Competitive salary and growth opportunities are offered within a vibrant work environment.

Benefits

Competitive salary

24/7 access to online GP

Extensive training programs

Employee/Friends & Family discounts

Inclusive work environment

Employee recognition programs

Uniform and meals on duty

Death in service benefit

Qualifications

• Proven track record in a supervisory or managerial role in hospitality.
• Ability to work flexible shifts from Monday to Sunday.
• Smart professional appearance and a great personality.

Responsibilities

• Lead front-of-house staff to ensure excellent customer service.
• Assist with hotel reception duties to enhance guest experience.
• Control costs and monitor budgets to maintain service quality.
• Ensure compliance with food safety regulations across services.
• Manage inventory and supplier relationships for quality control.
• Assist kitchen team during busy periods to maintain food standards.

Skills

Customer service excellence

Team management

Strong communication

Organization

Adaptability

Tools

Opera Property Management System

Job description

Lighthouse Hotel Management are recruiting for the exciting role of Guest Service Manager at the Holiday Inn Express Liverpool Central. The successful applicant for this role will deliver excellent customer service and have strong administration and computer skills with a good telephone manner, have a positive and confident ‘can do' attitude and be willing to learn.

You will have previous experience in managing a team, at managerial or supervisory level, as well as being a team player to assist in all areas of the hotel operation. This exciting role provides an excellent opportunity to join the team and be part of an iconic-branded hotel in a busy competitive market place.

You will be part of a team of passionate people who know that being the best doesn’t always mean working around the clock. This a unique opportunity to work across both Front office & Food & Beverage, therefore it is required for you to be flexible to work across both areas.

As Guest Services Manager you will lead the Guest Services operation, always ensuring the delivery of an exceptional guest experience and ensuring all customer enquiries and requests for bookings are dealt with promptly, courteously and efficiently.

Based in the Holiday Inn Express Liverpool Central.

Responsibilities

• Front of House Service: Lead and train front-of-house staff to deliver excellent customer service, ensuring a welcoming atmosphere and prompt, friendly service.
• Reception Work (Opera PMS): Assist with hotel reception duties using Opera Property Management System (PMS), including check-ins, check-outs, and guest queries, ensuring a smooth and seamless guest experience.
• Team Management: Hire, train, service staff, fostering a culture of teamwork and professionalism.
• Cost Control: Monitor budgets, control costs, and ensure profitability within the department while maintaining high service levels.
• Food Safety & Hygiene: Ensure compliance with all food safety regulations, maintaining a clean and safe environment across all food preparation and service areas.
• Kitchen Hygiene: ensuring that kitchen equipment and areas meet health and safety standards.
• Food Ordering & Inventory: Manage orders, stock control, and supplier relationships to ensure timely, cost-effective, and high-quality deliveries.
• Dish Quality: During busy periods, you will be required to assit the kitchen team in the preperation and presentation of food, ensuring all dishes meet the high standards expected by our guests.

What We’re Looking For

• A great personality and be genuine, approachable and attentive.
• A proven track record in a similar role.
• Good organisation, communication and planning skills gained through previous experience.

Experience Required

• Ability to work in a dynamic and fast-moving environment.
• Have high energy and a fearless do-it-yourself attitude.
• Desire to learn and develop.
• Strong communicator that loves to chat to our guests.
• Someone who comes to work with a smile and want to make sure everyone around you leaves with a smile.
• Smart professional appearance.
• A sense of humour.
• Available to work shifts Mon - Sun.

NICE TO HAVE

• Hotel kitchen experience.
• A good working knowledge of hotel systems, preferably Opera, this is desirable but not essential.
• Ability to work under pressure independently.

Benefits

• Competitive salary and opportunities for career growth within Lighthouse Hotel management family.
• Enhanced benefits for all employees – including 24/7 access to an online GP.
• Extensive training and development programs to enhance your skills and knowledge.
• Employee / Friend & Family discounts on hotel stays and dining.
• Vibrant and inclusive work environment with a diverse team.
• Employee recognition programs to celebrate your achievements.
• Uniform & Meals on duty provided.
• Death in service benefit for contracted employees.

Join our team and immerse yourself in a world of unparalleled hospitality and excitement. Be part of an extraordinary journey where you'll shape memories and create experiences that will last a lifetime. Apply now and become a key player in our magnificent hotel's success story!

The Lighthouse Hotel Management is an equal opportunity employer and encourages applications from candidates of all backgrounds.