Guest Services Manager - Lead Front Desk & Guest Experience

Holiday Inn Express Trafford City £ 29,488.63 per annum / £14.18 per hour, 40 hours per week across 5 days Lead the welcome. Set the standard. Make every stay count. 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 Holiday Inn Express Trafford City. 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. Key responsibilities include: 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 What you’ll bring 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) 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: Company pension Employee discounts and discounted or free food 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. #J-18808-Ljbffr Valor Hospitality