Guest Services Manager | Lead Front Desk & Guest Experience

Valor Hospitality; Liverpool; On-site; GBP 28,000 - 29,000; Full time

Benefits offered by this job

Company pension

Discounted food

Company events

Free parking

Career growth

Job summary

Valor Hospitality's Hampton by Hilton Liverpool John Lennon Airport is inviting applications for a Guest Services Manager to lead the front desk and act as Duty Manager on shift, ensuring brand standards and exceptional guest experiences.

You will oversee check-in/check-out, handle guest feedback, mentor the front office team, and manage rotas, payroll input, and stock, all while representing the Hilton brand at this busy airport hotel.

Qualifications

• Previous experience as a Duty Manager, Guest Services Manager, or similar role.
• Experience using Opera (preferred).
• 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.

Responsibilities

• 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.

Skills

Front desk operations

Duty Manager

Opera (hotel software)

Customer service

Leadership

Multitasking

Attention to detail

Tools

Opera

Job description

Valor Hospitality's Hampton by Hilton Liverpool John Lennon Airport is inviting applications for a Guest Services Manager to lead the front desk and act as Duty Manager on shift, ensuring brand standards and exceptional guest experiences.

You will oversee check-in/check-out, handle guest feedback, mentor the front office team, and manage rotas, payroll input, and stock, all while representing the Hilton brand at this busy airport hotel.