Guest Services Manager in Liverpool

JOIN US – 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.

Benefits

• Discounted hotel room rates for you and your friends & family
• An additional day’s leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year
• And much more!

Responsibilities

People

• Ensure fellow team members are trained to deliver the Aloft guest journey in line with Marriott brand standards from pre-stay until post-stay guest engagement.
• Foster a guest-first culture, motivating your colleagues to exceed expectations in every interaction to enhance the guest experience to drive a repeat business culture.
• Mentor the ground floor team, ensuring a culture of exceptional hospitality, guest engagement, and professionalism.

Guest Experience & Quality

• Ensure all guest interactions are warm, professional, and aligned with the brand & RBH’s high service standards.
• Oversee VIP guest experiences, ensuring personalised service and seamless fulfilment of special requests.
• Develop and implement a pre-stay and post-stay call strategy, ensuring guests are welcomed before arrival and followed up with after departure to enhance satisfaction and encourage repeat stays.
• Clarify the guest’s reason for visiting and identifying and exceeding expectations.
• Manage guest feedback and online reviews, responding to guest comments professionally, identifying service trends, and using insights to enhance guest satisfaction.
• Develop a network of local suppliers to offer truly unique experiences to our guests.
• Take ownership of guest complaint resolution, ensuring swift action and service recovery strategies that turn negative experiences into positive ones.
• Supervise check-in and check-out operations, ensuring efficiency, accuracy, and an outstanding first and last impression.
• Ensure full-service steps are delivered across the F&B ground floor operation from breakfast service to late bar.
• Ensure the smooth running of M&E business and delivery as per contract requirements.
• Ensure a sale through service culture to meet the guest needs and deliver the hotels targets.
• Oversee the guest loyalty programme, promoting benefits and encouraging sign-ups to drive retention.
• Ensure VIP guests receive personalised pre-arrival calls to confirm special requests and preferences, such as room setups, dining reservations, and transport needs.
• Monitor and respond to all online guest reviews within 24 hours, implementing improvements based on recurring feedback themes.
• Work with the housekeeping team to establish an in-room welcome touch for VIPs, such as handwritten notes or complimentary amenities.
• Analyse guest complaints regularly, identifying common issues and implementing solutions to prevent reoccurrence.

Operations & Management

• Report directly to the Operations Manager, providing insights on guest satisfaction, review performance, and service trends.
• Work closely with culinary team to develop best in class amenity offering, recognising the individuality of our guests.
• Maintain full compliance with brand policies, SOPs, and operational procedures, aligning with industry standards.
• Participate in shift briefings and operational meetings, ensuring the team is aligned on VIP arrivals, guest requests, and daily priorities across the ground floor operation.
• Monitor guest service workflow, implementing efficiency improvements to reduce wait times and enhance service levels.
• Work closely with security teams to ensure guest safety and manage emergency procedures.
• Management of select GSA within the ground floor operation where you are responsible for developing and managing including performance management.
• Manage budget control within the guest floor operation, ensuring cost efficiency while maintaining high service standards.
• Internal stocktake of monthly beverage items to produce Bev GP% result within the ground floor operation along with ordering stock to maintain an effective operation/ stock rotation.

Commercial & Revenue Impact

• Support GSA team in upselling room upgrades, late check-outs, and additional hotel services, maximising revenue opportunities within F&B outlets.
• Monitor revenue-generating initiatives within guest services, ensuring they align with business objectives.
• Work closely with Sales and Revenue teams to optimise room allocations, early arrivals, and late departure strategies.
• Working closely with M&E sale team to optimise rooms space and maximise the opportunities to drive revenues including weddings.
• Identify guest service trends that impact revenue, such as repeat customer behaviours and seasonal booking patterns.
• Partner with Marketing to create and promote in-house guest experience packages, such as dining, drinks and other activity promotions.
• Implement performance tracking for upselling initiatives, incentivising the GSA team to maximise additional revenue streams.
• Develop relationships with corporate and group clients, encouraging repeat business and long-term partnerships.

Employee Relations & Engagement

• Promote a positive and inclusive work environment where all employees feel valued and motivated.
• Ensure all team members understand company policies, benefits, and career growth opportunities.
• Support management in conflict resolution efforts, ensuring fair and transparent processes.
• Encourage cross-training opportunities between all ground floor areas of the operation, supporting employee development.
• Establish an open-door policy, ensuring employees feel supported and empowered in their roles.
• Work closely with Ops/HM to address team challenges, ensuring high levels of job satisfaction and retention.

General

• Comply with company policies, health & safety regulations, and brand standards at all times.
• Carry out the role of on shift Duty Manager for the Fire process and point of contact for external authorities/agencies.
• Represent the hotel in a professional and guest-focused manner, ensuring exceptional service delivery.
• Stay updated on hospitality trends, innovations, and competitor benchmarking to refine service strategies.
• Support sustainability initiatives, implementing eco-friendly operational practices where possible.
• Ensure full compliance with GDPR and data protection laws when handling guest and employee information.
• Build strong relationships with suppliers, external service providers, and key industry partners.
• Oversee loss prevention procedures of hotel stock from food and liquor to operating equipment, ensuring the safety of guests, employees, and hotel property.
• Champion accessibility and inclusivity, ensuring all guests feel welcomed and accommodated.
• Continuously evaluate guest service strategies, identifying opportunities for innovation and improvement.
• Actively participate in hotel leadership meetings, contributing insights from a guest service perspective.

Equal Opportunities

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.