Guest Service Manager

Hampton by Hilton Manchester Northern Quarter; Manchester; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Discounted hotel room rates for you

Birthday leave

Course Sponsorship

40% F&B discount at RBH hotels

Refer a Friend scheme (£250 referral)

Flexible working arrangements

Wagestream – access to earned wages

Life Insurance

Employee Assistance Programme

Wellness and social events

Free meals on duty

Job summary

RBH Hospitality Management is seeking a Guest Service Manager for their Hampton by Hilton Manchester Northern Quarter hotel. You will lead the front desk team, ensure smooth check-ins/check-outs, and deliver exceptional guest experiences in a dynamic city-center setting.

Join a people-first culture with benefits and opportunities to grow within RBH’s diverse portfolio. The role emphasizes leadership, high-energy service, and collaboration with housekeeping and maintenance to meet guest needs.

Qualifications

• Experience in front desk or guest services is essential.
• Proven leadership ability is desirable.
• Excellent communication and problem-solving skills.
• Strong organizational skills and attention to detail.
• Team-oriented with collaborative mindset.
• Energetic and adaptable in a fast-paced setting.

Responsibilities

• Lead the front desk team with a welcoming, proactive approach.
• Manage check-ins, check-outs, and guest inquiries efficiently.
• Provide guidance, training, and support to front desk agents.
• Handle guest requests and issues with confidence and care.
• Coordinate with housekeeping/maintenance to manage room availability.
• Oversee reservations, billing accuracy, and guest accounts.

Skills

Front desk experience

Leadership

Communication skills

Problem solving

Organized

Team player

Job description

JOIN US

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

Nestled in Manchester’s trendy Northern Quarter, Hampton by Hilton offers 221 rooms with a fresh, modern style right in the city’s creative and cultural hub. The hotel features a vibrant breakfast area, a 24-hour fitness center, and a cozy lobby bar, all designed to reflect the area’s unique character. With its lively surroundings and modern amenities, Hampton by Hilton Manchester Northern Quarter provides a dynamic and inviting setting in one of Manchester’s most exciting neighborhoods.

OUR BENEFITS

You will have access to a benefits package we believe 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 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 SERVICE MANAGER ATOUR HOTEL

What you'll be doing..

• Lead the front desk team with a friendly, proactive vibe, making every guest feel welcome and taken care of from the moment they step in.
• Keep front desk operations flowing smoothly, managing everything from busy check-ins to late check-outs with ease.
• Be the go-to for front desk agents, offering guidance, training, and support to ensure high standards and a positive atmosphere.
• Tackle guest inquiries, special requests, and occasional challenges with confidence, turning every interaction into a great experience.
• Coordinate with housekeeping and maintenance to manage room availability and ensure every guest need is met.
• Oversee reservations, check-ins, and billing accuracy, keeping guest accounts error-free and organised.
• Pitch in with shift planning and scheduling to keep the front desk fully prepped and ready to roll.
• Maintain a welcoming and polished front desk area, setting the stage for a memorable guest experience.

WHAT WE NEED FROM YOU

• A people-person with front desk or guest services experience, and ideally some leadership skills under their belt.
• Exceptional communication skills and a natural problem-solver, ready to step in when things get busy.
• Organised and detail-oriented, especially when handling guest reservations and billing accuracy.
• Team-focused and collaborative, creating a positive, supportive environment for colleagues and guests alike.
• Ready to make quick, confident decisions that keep things running smoothly.
• High energy and adaptable, thriving in a fast-paced, guest-facing role where every day brings something new.

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.

Compensation: To be discussed