Guest Service Manager

Aloft Liverpool; Liverpool; Presencial; GBP 26.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discounted hotel room rates

Birthday leave

Course Sponsorship

Flexible working arrangements

Life Insurance

Employee Assistance Programme

Descripción de la vacante

Aloft Liverpool is seeking a Guest Services Manager to lead the Front Office team and ensure exceptional guest service with a welcoming first impression.

You will oversee check-in/out, reservations, billing and guest enquiries, coordinating with Housekeeping, Maintenance and F&B to ensure smooth operations. Flexibility to work evenings, weekends and holidays is required. Competitive benefits listed in our RBH program.

Formación

• Experience leading Front Office teams in hotels.
• Strong guest service orientation and problem-solving skills.
• Familiarity with Opera or similar PMS and MS Office tools.
• Understanding of departmental budgets and performance reporting.
• Excellent communication and teamwork abilities.

Responsabilidades

• Take overall responsibility for day-to-day Front Office operations and ensure a welcoming guest experience.
• Lead, motivate and develop the Guest Services team with coaching and feedback.
• Oversee guest journey from arrival to departure including check-in/out and billing.
• Handle guest feedback and complaints professionally and take ownership of the guest experience.
• Monitor guest satisfaction and online reviews, implementing improvements.
• Coordinate Front Office with Housekeeping, Maintenance and F&B for smooth operations.
• Manage payroll, labour costs and operating expenses in line with budgets.
• Support revenue generation through upselling and promoting services and facilities.
• Maintain accurate records and prepare management reports.

Conocimientos

Front Office leadership

Guest service focus

PMS Opera experience

Budgeting awareness

Communication skills

Herramientas

Opera PMS

MS Office

Descripción del empleo

Description

JOIN US

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

OUR HOTEL

Aloft Liverpool

OURBENEFITS

You will have access to a benefits package webelieve truly works for our people:

• 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
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5referrals)
• 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 INTHE LIFE OF A GUEST SERVICES MANAGER AT ALOFT LIVERPOOL

What you'll be doing...

• Take overall responsibility for the day-to-day operation of theFront Office, ensuring the reception team consistently delivers excellentguest service and creates a welcoming and positive first impression.
• Lead, motivate and develop the Guest Services team, providingcoaching, guidance and regular feedback to maintain high standards ofperformance 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 theguest experience.
• Monitor guest satisfaction scores, online reviews and servicefeedback, identifying opportunities for improvement and implementingactions to enhance the overall guest experience.
• Ensure effective communication and coordination between FrontOffice, Housekeeping, Maintenance and Food & Beverage teams to supportsmooth hotel operations.
• Monitor departmental performance, payroll, labour costs andoperating expenses, ensuring resources are used effectively and in linewith agreed budgets.
• Oversee cash handling, banking procedures, billing accuracy andfinancial 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&Bofferings.
• Maintain accurate departmental records and reporting, includingoccupancy, guest feedback, operational performance, payroll and othermanagement reports.
• Ensure the Front Office team follows all hotel policies, brandstandards, health and safety requirements, security procedures andemergency protocols.
• Provide operational support and management cover across Food & Beverage when required, including breakfast, bar operations and meetingand event spaces.
• Support the preparation and service of breakfast, bar and meetingand event facilities when operationally required, ensuring appropriateservice standards, presentation and guest satisfaction.
• Assist with coordinating F&B team activities, monitoringservice standards and ensuring food safety, hygiene and licensingrequirements are maintained.
• Work closely with the wider management team to ensure consistentservice delivery across all hotel departments, demonstrating flexibilityand a hands-on approach to operational requirements.

What WeNeed from You:

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

EQUALOPPORTUNITIES

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