Guest Service Manager

What you'll be doing...

• Take overall responsibility for the day-to-day operation of the Front Office, ensuring the reception team consistently delivers excellent guest service and creates a welcoming and positive first impression.
• Lead, motivate and develop the Guest Services team, providing coaching, guidance and regular feedback to maintain high standards of performance and service.
• Oversee all aspects of the guest journey, including arrivals, departures, room allocations, reservations, billing and guest enquiries, ensuring processes are efficient and accurate.
• Act as a senior point of contact for guest feedback and complaints, resolving issues professionally and promptly while taking ownership of the guest experience.
• Monitor guest satisfaction scores, online reviews and service feedback, identifying opportunities for improvement and implementing actions to enhance the overall guest experience.
• Ensure effective communication and coordination between Front Office, Housekeeping, Maintenance and Food & Beverage teams to support smooth hotel operations.
• Monitor departmental performance, payroll, labour costs and operating expenses, ensuring resources are used effectively and in line with agreed budgets.
• Oversee cash handling, banking procedures, billing accuracy and financial controls, ensuring all Front Office procedures are followed.
• Support revenue generation through upselling, room upgrades, additional services and the promotion of hotel facilities and F&B offerings.
• Maintain accurate departmental records and reporting, including occupancy, guest feedback, operational performance, payroll and other management reports.
• Ensure the Front Office team follows all hotel policies, brand standards, health and safety requirements, security procedures and emergency protocols.
• Provide operational support and management cover across Food & Beverage when required, including breakfast, bar operations and meeting and event spaces.
• Support the preparation and service of breakfast, bar and meeting and event facilities when operationally required, ensuring appropriate service standards, presentation and guest satisfaction.
• Assist with coordinating F&B team activities, monitoring service standards and ensuring food safety, hygiene and licensing requirements are maintained.
• Work closely with the wider management team to ensure consistent service delivery across all hotel departments, demonstrating flexibility and a hands-on approach to operational requirements.

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

Aloft Liverpool

A DAY IN THE LIFE OF A GUEST SERVICES MANAGER AT ALOFT LIVERPOOL

• Previous experience in a Front Office supervisory or management role within the hospitality industry, ideally in a hotel environment.
• Proven ability to lead, motivate and develop a team, creating a positive working environment and maintaining high standards of performance.
• A genuine passion for guest service, with the confidence and ability to handle guest feedback and complaints professionally.
• Strong knowledge of Front Office operations, including check-in and check-out procedures, reservations, billing, room allocations and guest relations.
• Experience using hotel property management systems (PMS), ideally Opera or similar, together with a good working knowledge of Microsoft Office.
• Good understanding of departmental budgets, payroll management, labour costs, financial controls and operational reporting.
• A flexible and hands-on approach, with the ability to support Food & Beverage operations, particularly breakfast, bar and meeting and event services, when required.
• An understanding of food safety, hygiene, licensing and health and safety requirements within hotel operations.
• Strong organisational and communication skills, with the ability to manage competing priorities and make effective decisions under pressure.
• The ability to work collaboratively across departments and support the wider hotel management team.
• Flexibility to work evenings, weekends and bank holidays as required to meet the operational needs of the hotel.

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact us.