Hotel Guest Experience Lead

Hampton By Hilton Blackburn; Blackburn; On-site; GBP 28,000 - 36,000; Full time

Job summary

leaf HOSPITALITY is recruiting a Guest Service Manager for the Blackburn property, set on the M65 border near Hyndburn within the Frontier Retail Park. The hotel offers 150 bedrooms, a busy lounge, bar and breakfast service, and a welcoming, upbeat culture that mirrors the Hamptonality ethos.

This hands-on leadership role covers reception, lounge and restaurant touchpoints; you will lead by example, develop team capabilities, resolve guest enquiries professionally, monitor feedback, and support

Qualifications

• Previous experience in a hospitality supervisory or leadership role.
• Strong communication and interpersonal skills.
• Good organisational and problem‑solving skills.
• Confidence in making decisions and resolving guest issues.
• Flexible approach and willingness to support different areas of the hotel.
• Positive, proactive and guest‑focused attitude.

Responsibilities

• Support the day-to-day operation of the hotel, ensuring exceptional guest experiences
• Lead by example and support team members across operational departments
• Create a warm welcome and memorable experiences for guests from arrival through to departure
• Act as a key point of contact for guests, resolving enquiries and issues professionally
• Support service delivery across the hotel to ensure operational standards are maintained
• Assist with coaching, training and supporting team members
• Monitor guest feedback and identify opportunities for improvement
• Support the achievement of guest satisfaction and operational targets
• Ensure compliance with company, brand and legal requirements
• Help create a positive and engaging environment for guests and colleagues

Skills

Hospitality leadership

Communication

Organisational skills

Problem solving

Decision making

Guest focus

Job description

leaf HOSPITALITY is recruiting a Guest Service Manager for the Blackburn property, set on the M65 border near Hyndburn within the Frontier Retail Park. The hotel offers 150 bedrooms, a busy lounge, bar and breakfast service, and a welcoming, upbeat culture that mirrors the Hamptonality ethos.

This hands-on leadership role covers reception, lounge and restaurant touchpoints; you will lead by example, develop team capabilities, resolve guest enquiries professionally, monitor feedback, and support