ABOUT US:

School Lane Hotel is part of L1 Hotels and the stylish little sister of Liverpool’s original boutique hotel, Hope Street Hotel. Located in the heart of the city, we’re proud to offer affordable luxury, award-winning guest satisfaction, and a warm, personal experience just steps away from Liverpool’s top venues.
We’re looking for a diligent, warm, and proactive Guest Service Assistant who thrives on delivering exceptional service from the first “hello” to the final “see you next time.” If you love creating memorable stays, enjoy a dynamic day-to-day, and have an eye for detail, you’ll fit right in with our small but mighty team.

GUEST EXPERIENCE & UPSELLING:

• Taking pride in the appearance of the front desk and public spaces
• Proactively supporting the team in delivering high service standards
• Resolving guest concerns with empathy, professionalism, and initiative
• Gathering guest feedback and encouraging reviews upon check-out
• Upselling room types, promotions, and exclusive partner offers where appropriate

WHAT WE’RE LOOKING FOR:

We’re looking for someone confident, dependable, and experienced in both hotel operations and front desk responsibilities. As the first point of contact for our guests, you’ll play a key role in delivering a smooth and personal experience from arrival to departure.
To be successful in this role, previous hotel and reception experience is essential, ideally in a fast-paced, guest-focused environment. You’ll be expected to hit the ground running, contribute to daily operations, and bring a calm, professional presence to every shift.

You’ll thrive in this role if you:

• Have strong communication and organisational skills
• Are confident using hotel PMS systems (Rezlynx experience is a plus)
• Can work AM, PM, and occasional night shifts as needed
• Are naturally proactive and solution-focused
• Enjoy creating memorable moments for guests while supporting your team

FRONT DESK DUTIES:

• Maintaining a calm, clean, and welcoming atmosphere throughout public areas
• Delivering a seamless guest journey from arrival to departure
• Greeting guests with confidence and warmth, always going the extra mile
• Handling phone calls and emails professionally and efficiently
• Managing check-ins, check-outs, payments, and reservation amendments
• Maintaining guest confidentiality and adhering to security procedures
• Acting as a knowledgeable city host, offering accurate and tailored local recommendations
• Updating bookings and guest profiles in Rezlynx (or other PMS systems)
• Liaising with housekeeping to ensure timely room readiness
• Reporting and following up on maintenance or guest-impacting issues

You’ll thrive in this role if you:

• Have strong communication and organisational skills
• Are confident using hotel PMS systems (Rezlynx experience is a plus)
• Can work AM, PM, and occasional night shifts as needed
• Are naturally proactive and solution-focused
• Enjoy creating memorable moments for guests while supporting your tea