Guest Service Manager

Valor Hospitality; Liverpool; On-site; GBP 28,000 - 29,000; Full time

Benefits offered by this job

Company pension

Discounted food

Company events

Free parking

Career growth

Job summary

Valor Hospitality's Hampton by Hilton Liverpool John Lennon Airport is inviting applications for a Guest Services Manager to lead the front desk and act as Duty Manager on shift, ensuring brand standards and exceptional guest experiences.

You will oversee check-in/check-out, handle guest feedback, mentor the front office team, and manage rotas, payroll input, and stock, all while representing the Hilton brand at this busy airport hotel.

Qualifications

• Previous experience as a Duty Manager, Guest Services Manager, or similar role.
• Experience using Opera (preferred).
• Strong customer service skills with a problem-solving mindset.
• The ability to multitask and prioritise in a fast-moving environment.
• Good attention to detail and solid computer skills.

Responsibilities

• Leading front desk operations and acting as Duty Manager when required.
• Delivering warm, confident, and professional guest service at all times.
• Handling guest feedback, issues, and complaints with care and confidence.
• Supporting check-in and check-out, payments, and guest queries.
• Mentoring and developing front office team members.
• Managing rotas, payroll input, stock taking, and ordering.
• Ensuring brand standards, cleanliness, and presentation are always on point.

Skills

Front desk operations

Duty Manager

Opera (hotel software)

Customer service

Leadership

Multitasking

Attention to detail

Tools

Opera

Job description

Hampton by Hilton Liverpool John Lennon Airport

£ 29,140.80 per annum. 40 hours per week across 5 days.

Lead the welcome. Set the standard. Make every stay count.

We're looking for an experienced Guest Services Manager (or strong Duty Manager ready to step up) to join our established and high-performing team at Hampton by Hilton Liverpool John Lennon Airport.

This is a hands-on leadership role at the heart of the hotel — perfect for someone who thrives in a fast-paced environment, enjoys leading from the front, and takes real pride in delivering outstanding guest experiences.

At Valor Hospitality, we believe great hotels are built on great people. That means supporting our teams, trusting our leaders, and creating an environment where everyone can do their best work.

The role

As Guest Services Manager, you'll be a visible leader on shift, setting the tone at the front desk and across the hotel. You'll ensure brand standards are delivered consistently, guests feel genuinely welcomed, and the team is supported, coached, and motivated.

You'll be comfortable running shifts, handling issues calmly and professionally, and stepping in wherever needed to keep the operation running smoothly.

Key responsibilities include:

• Leading front desk operations and acting as Duty Manager when required
• Delivering warm, confident, and professional guest service at all times
• Handling guest feedback, issues, and complaints with care and confidence
• Supporting check-in and check-out, payments, and guest queries
• Mentoring and developing front office team members
• Managing rotas, payroll input, stock taking, and ordering
• Ensuring brand standards, cleanliness, and presentation are always on point

What you'll bring

You're an experienced hotel operator with strong front-of-house knowledge and a natural leadership style. You stay calm under pressure, communicate clearly, and know how to bring a team with you — even on the busiest days.

You’ll also bring:

• Previous experience as a Duty Manager, Guest Services Manager, or similar role
• Experience using Opera (preferred)
• Strong customer service skills with a problem-solving mindset
• The ability to multitask and prioritise in a fast-moving environment
• Good attention to detail and solid computer skills
• Additional languages are a bonus, but not essential

Because you'll be joining a supportive, close-knit team in a well-run airport hotel — with the backing of Valor Hospitality and the strength of a globally recognised brand.

We offer:

• Company pension
• Employee discounts and discounted or free food
• Company events
• Free on-site parking
• Real opportunities to grow your career with Valor Hospitality

Job type: Full-time
Work location: In person

If you're passionate about hospitality, enjoy leading teams, and want to be part of a hotel where people genuinely matter — we'd love to hear from you.