Hampton by Hilton Liverpool John Lennon Airport
Senior Guest Services Manager - Food and Beverage, £30,180 per annum, 40 hours per week

As Senior Guest Services Manager, you’ll be at the heart of our operation – leading the Food and Beverage team to deliver exceptional service across the guest journey. From a warm welcome, to a perfectly presented breakfast, you’ll set the standard, empower your team, and ensure that every guest leaves with a smile.

The role

As Senior Guest Services Manager, you’ll be a visible leader on shift, setting the tone in food and beverage 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.

Key responsibilities include:

• When on duty you are the ‘Hotel Duty Manager’ and as such are responsible for the hotel’s smooth operation during your shift. Ensure you receive a hand over from the previous Guest Service Manager or Night Manager prior to taking over the shift.

• Carry out security checks of the building both inside and outside. Record any problems with external/internal lighting, maintenance issues, cleanliness etc and get them rectified as necessary

• Have full knowledge of ALL the Guest Service Assistant job descriptions and supervise the shift to ensure all duties are carried out to department standards and any problems are dealt with promptly and professionally.

• Efficient and cost effective roster/scheduling of staff in accordance to forecasting business and completing all rotas and payroll requirements using nominated systems.

• Ensure staff across all departments arrive on time for their shifts and assist rectify any concerns as necessary

• Knowledge of Concerto and Opera/Pep to ensure problems dealt with quickly and efficiently –including any Finance related queries.

• Complete the daily room audits and give the feedback to Housekeeping.

• Assist the handling and resolving of guest complaints recording it onto a service recovery form –ensure that your team are also proficient in managing this task.

• Ensure conference room areas, bars, F&B areas etc. are set up to company standard. Including any booked meal requirements.

• Ensure the breakfast/dinner operation runs smoothly. Assist as necessary during peak times.

• Ensure the bar is kept clean and tidy at all times and that staff are adhering to both the Health & Hygiene and licensing laws as applicable.

• Ensure that you and your team protect business and guest data in line with GDPR regulations –any breaches should be reported immediately to the General Manager.

• Regularly monitor and review the working standards within Reception to ensure that all systems are being adhered to. Carry out coaching or re-training as necessary where discrepancies are occurring. Ensure all hotel systems are updated when new brand standards are introduced.

• Ensure all new Guest Service Assistants joining complete the appropriate training programme i.e. department Induction (Day one and Week one), Company Orientation and department skills training as per the Standards of Operation.

• Manage any staff performance issues that may arise on shift, reporting any to the Operations Manager or General Manager for assistance.

• Be conversant with all Operational Financial statistics i.e. ADR, Rev Par, Rooms Sold, Revenue, Occupancy %, Food Cost, Payroll margins etc. and to be able to answer basic queries that arise on shift.

• Responsible for stock control procedures and for end of month reporting within department.

• Attend monthly Guest Service Manager meetings as required.

• Manage the end to end recruitment of new staff as required within the department utilising all in house systems and procedures.

• Be flexible and provide cover for the Night Managers and Night Auditor during holiday or any other periods of absence.

• Ensures you provide a comprehensive hand over to the next Guest Service Manager, so no detail of guest service is overlooked.

• Ensure all A/R payments received and posted to PMS and correct paperwork completed for files.

• To be fully aware of and observe all security procedures including General Data Protection Regulations and Payment Card Industry Data Security Standards.

• To be fully aware of the hotel cash handling and credit procedures and to account for any discrepancies at the end of the shift.

• To be fully aware of and adhere to Health and Safety, Fire, Bomb Threat, Security and Payment Card Industry Data Security procedures laid out by the hotel and company.

• To be fully aware of and comply with hotel and company rules and regulations as identified in the team member handbook.

What you’ll bring

You’re an experienced hotel operator with strong food and beverage knowledge and a natural leadership style. You stay calm under pressure, communicate clearly, and know how to bring a team with you — even on the busiest days.

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

• Administration, cash handling, switch board and computer experience

Why join us?

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

Fancy joining our team?

We are an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.