Guest Service Supervisor

Aloft Liverpool; Liverpool; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Hotel room discount

Birthday day off

Maternity leave

Parental leave

Course sponsorship

F&B discount

Refer a friend bonus

Flexible schedule

Wagestream access

Life Insurance

Employee Assistance Programme

Social & wellness events

Free meals

Job summary

Aloft Liverpool by Marriott is seeking a Guest Services Assistant Manager to lead daily guest services operations, supervise the front desk and support reception when needed, ensuring high standards of service and guest satisfaction.

You will coordinate F&B-related guest experiences, work with Housekeeping and Maintenance, manage rotas, and help train the team to deliver consistent service. The hotel offers benefits including discounted room rates and flexible working.

Qualifications

• Previous experience in a supervisory or team leader role within Food & Beverage or hotel operations.
• Strong understanding of Food & Beverage service including bar operations, breakfast, conferences and banqueting.
• Ability to lead, motivate and support a team and maintain high standards of service and guest satisfaction.
• Hands-on approach, supporting daily operations and leading by example during busy periods.
• Good organisational skills to coordinate shifts and duties and ensure smooth service areas.
• Flexible to support Reception and Front Desk operations when required, including guest check-in/out and inquiries.
• Excellent communication and customer service skills with confidence to handle guest feedback.
• Good understanding of hotel standards, food hygiene, health and safety procedures and compliance.
• Ability to work with other departments (Kitchen, Housekeeping, Maintenance) for a seamless guest experience.
• IT and administrative skills to assist with departmental reporting, stock control and administration.
• Willingness to work weekends and bank holidays as required.

Responsibilities

• Support and supervise daily Food & Beverage operations, maintaining high standards of service and guest satisfaction.
• Lead by example, motivating the team to deliver excellent service across bar, breakfast, conferences, meetings and banqueting.
• Oversee breakfast and bar service, ensuring the team is organised and guest expectations are met.
• Coordinate conference and banqueting setups and service to meet guest requirements and hotel standards.
• Support the organisation of team rotas, shift allocation and daily duties to keep the department staffed.
• Monitor service standards, presentation and cleanliness across Food & Beverage areas.
• Work closely with Kitchen to coordinate food service and communicate guest requirements.
• Assist with stock control, ordering, deliveries and monitoring of Food & Beverage supplies.
• Handle guest feedback and complaints professionally and ensure positive resolutions.
• Train, develop and support team members to deliver consistent service standards.
• Ensure all food hygiene, health and safety and licensing requirements are followed.
• Support Reception and Front Desk operations when required, including check-in/out and guest inquiries.
• Collaborate with other departments to ensure a seamless guest experience.
• Assist management with daily reports, administration and other operational duties.

Job description

Description

JOIN US

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

OUR HOTEL

Aloft Liverpool by Marriott

OUR BENEFITS

You will have access to a benefits package we believe truly works forour people:

• Discountedhotel room rates for you and your friends & family
• Anadditional day's holiday for your birthday
• EnhancedMaternity, adoption & shared parental leave
• CourseSponsorship
• 30%F&B discount at RBH hotels
• Refera Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexibleworking arrangements
• Wagestream– choose how and when you get paid
• LifeInsurance
• EmployeeAssistance Programme
• Socialand wellness events and activities all year round
• Freemeals on duty saving you over £1,000 per year

And much, much more!

A DAY IN THE LIFE OF A GUEST SERVICES ASSISTANTMANAGER AT OUR HOTEL

What you'llbe doing...

• Supportand supervise the daily Food & Beverage operations, ensuringconsistently high standards of service and guest satisfaction.
• Leadby example, motivating and supporting the team to deliver excellentservice across the bar, breakfast, conferences, meetings and banquetingoperations.
• Overseebreakfast and bar service, ensuring the team is organised, service runssmoothly and guest expectations are met.
• Coordinateconference and banqueting setups and service, ensuring all arrangementsmeet guest requirements and hotel standards.
• Supportthe organisation of team rotas, shift allocation and daily operationalduties to ensure the department is appropriately staffed.
• Monitorservice standards, presentation, cleanliness and operational proceduresacross all Food & Beverage areas.
• Workclosely with the Kitchen team to coordinate food service, communicateguest requirements and ensure a smooth operation.
• Assistwith stock control, ordering, deliveries and monitoring of Food &Beverage supplies, helping to manage costs and minimise waste.
• Handleguest feedback and complaints professionally, taking ownership of issuesand ensuring a positive resolution.
• Train,develop and support team members, helping them build their skills anddeliver consistent service standards.
• Ensureall food hygiene, health and safety and licensing requirements arefollowed across the department.
• SupportReception and Front Desk operations when required, including guestcheck-in and check-out, handling enquiries, assisting with reservationsand responding to guest requests.
• Workclosely with other hotel departments, including Housekeeping andMaintenance, to ensure a seamless guest experience.
• Assistthe management team with daily reports, administration and otheroperational responsibilities as required.

WHAT WE NEED FROM YOU

• Previousexperience in a supervisory or team leader role within Food & Beverageor hotel operations.
• Astrong understanding of Food & Beverage service, particularly baroperations, breakfast, conferences, meetings and banqueting.
• Theability to lead, motivate and support a team, ensuring high standards ofservice and guest satisfaction.
• Ahands-on approach, actively supporting daily operations and leading byexample during busy service periods.
• Goodorganisational skills, with the ability to coordinate shifts, allocateduties and ensure the smooth running of all service areas.
• Aflexible approach, with the ability to support Reception and Front Deskoperations when required, including guest check-in and check-out, handlingenquiries and assisting with guest requests.
• Excellentcommunication and customer service skills, with the confidence to dealwith guest feedback and resolve issues professionally.
• A goodunderstanding of hotel standards, food hygiene, health and safetyprocedures and operational compliance.
• Theability to work effectively with other departments, including Kitchen,Housekeeping and Maintenance, to ensure a seamless guest experience.
• GoodIT and administrative skills, with the ability to assist with departmentalreporting, stock control and operational administration.
• Flexibilityto work shifts, including weekends and bank holidays, according tobusiness requirements.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believein hiring a diverse workforce and sustaining an inclusive, people-firstculture. If at any point throughout our process you require reasonableadjustments, please contact us.