Guest Services Manager

We're looking for an experienced Guest Services Manager (or strong Duty Manager ready to step up) to join our established and high-performing team at Hampton by Hilton Liverpool John Lennon Airport.
This is a hands-on leadership role at the heart of the hotel - perfect for someone who thrives in a fast-paced environment, enjoys leading from the front, and takes real pride in delivering outstanding guest experiences.
At Valor Hospitality, we believe great hotels are built on great people. That means supporting our teams, trusting our leaders, and creating an environment where everyone can do their best work.
The role
As Guest Services Manager, you'll be a visible leader on shift, setting the tone at the front desk 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., 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

You're an experienced hotel operator with strong front-of-house 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

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
Job type: Full-time
Work location: In person
If you're passionate about hospitality, enjoy leading teams, and want to be part of a hotel where people genuinely matter - we'd love to hear from you.