Guest Services Manager: Front Office Leader, Flexible Hours

Aloft Liverpool; Liverpool; On-site; GBP 26,000 - 40,000; Full time

Benefits offered by this job

Discounted hotel room rates

Birthday leave

Course Sponsorship

Flexible working arrangements

Life Insurance

Employee Assistance Programme

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Front Office leadership

Guest service focus

PMS Opera experience

Budgeting awareness

Communication skills

Tools

Opera PMS

MS Office

Job description

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.