Guest Services Manager

Valor Hospitality; Liverpool; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Company pension

Discounted or free food

Health & wellbeing programme

Company events

Free on-site parking

Real opportunities to grow your career

Job summary

Valor Hospitality, at Hampton by Hilton Liverpool John Lennon Airport, seeks an experienced Guest Services Manager to lead the front desk and drive guest satisfaction. This hands-on role emphasizes delivering exceptional service and maintaining brand standards in a busy airport hotel.

You'll oversee shifts, coach the team, handle guest feedback, and coordinate check-in/out and payments. Prior Duty Manager or Guest Services Manager experience and Opera familiarity are highly valued.

Qualifications

• Experience as Duty Manager or Guest Services Manager.
• Opera experience preferred.
• Excellent communication and customer service mindset.
• Able to multitask in a fast-paced environment.

Responsibilities

• Lead front desk operations and act as Duty Manager when required.
• Deliver warm, professional guest service at all times.
• Handle guest feedback, issues, and complaints with care.
• Support check-in/check-out, payments, and guest queries.
• Mentor and develop front office team members.
• Manage rotas, payroll input, stock and ordering.
• Ensure brand standards, cleanliness and presentation are maintained.

Skills

Communication

Phone etiquette

Customer service

Multitasking

Attention to detail

Computer skills

Languages bonus

Leadership

Tools

Opera

Job description

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.

• 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

You’ll also bring:

• Previous experience as a Duty Manager, Guest Services Manager, or similar role
• Experience using Opera (preferred)
• Excellent communication and phone etiquette
• 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:

• Competitive pay, negotiable depending on experience
• Company pension
• Employee discounts and discounted or free food
• Health & wellbeing programme
• Company events
• Free on-site parking
• Real opportunities to grow your career with Valor Hospitality

Job type: Full-time

Work location: In person