Guest Service Manager

A sixth sense for service. An eye for detail. A talent for making everything feel effortless.

Some people have a gift for hospitality. They notice the guest who needs a little help before anyone asks. They turn a busy arrival into a lovely welcome. They spot a small niggle and quietly work their magic, leaving the guest feeling that everything has gone perfectly.

Sound like you? We’d love to meet you.

At The Imperial Hotel Blackpool, we’re looking for a Guest Services Manager with warmth, excellent hotel know-how and a real desire to make a difference. Someone who loves being at the heart of a hotel, amongst the guests and alongside the team, making every stay feel personal.

You’ll be the key person in smoothing our guests’ stays and turning their experiences into lasting improvements. From a thoughtful welcome to a carefully handled concern, you’ll connect what our guests tell us with what our teams do, helping us get better every day.

At RBH, people are at the heart of what we do. We value individuality, support our colleagues and welcome people who bring their own personality and passion to hospitality.

The Imperial is a Blackpool landmark with a proud history, bags of character and a wonderfully varied mix of guests. From family seaside adventures and breaks with four-legged companions to celebrations, conferences and relaxing weekends, there’s always something happening.

This is your opportunity to help shape how our guests feel about their time with us and give them every reason to return.

You’ll be our natural lobby host: a reassuring presence, a friendly face and the person who makes things happen.

You’ll know when to stop for a chat, when to step forward and when to quietly give someone space. Behind that effortless welcome will be a strong understanding of hotel operations and the confidence to bring the right colleagues together.

What you’ll be doing:

• Making arrivals feel easy. Welcoming guests, helping them find their feet and keeping reception and the lobby flowing smoothly during busy check-in and departure periods.

• Getting ahead of the niggles. Reading the room, noticing hesitation or frustration and taking action before a small inconvenience becomes a disappointing stay.

• Taking the pressure out of queues. Stepping in to answer a quick question, guide a family or coordinate extra support so guests feel acknowledged and things keep moving.

• Making families and pets feel welcome. Understanding that tired children, excited dogs and a car full of luggage sometimes call for a little extra patience and practical help.

• Joining up the guest experience. Working closely with reception, housekeeping, food and beverage, maintenance and events so requests reach the right people and are followed through.

• Owning the outcome. Listening carefully, resolving concerns within your authority and checking back to make sure the guest is happy.

• Giving guest feedback a meaningful response. Responding thoughtfully to comments, reviews and concerns, both during and after a stay, with personal replies and practical follow-through.

• Turning niggles into action. Bringing together feedback from conversations, reviews and surveys, identifying patterns and agreeing clear actions with department managers, with an owner, a timescale and a check that the solution has worked.

• Driving continuous improvement. Sharing guest insights with the management team, following up agreed improvements and checking whether they are making a difference to guest satisfaction.

• Making sure great work gets recognised. Passing on compliments, celebrating thoughtful service and ensuring the colleagues behind those memorable moments receive the recognition they deserve.

• In…