Guest Service Manager

Kew Green Hotels; Newton-le-Willows; In loco; GBP 28.000 - 36.000; Tempo pieno

Vantaggi offerti da questo lavoro

Discounts on hotel stays

Gym, pools and leisure facilities

Wellbeing, financial and legal support

Career development through funding and

Internal development programme

Descrizione del lavoro

Kew Green Hotels is seeking a confident and hands-on Guest Service Manager (Nights) to lead the overnight operation and ensure a safe, seamless and memorable guest experience from dusk till dawn. You will work with the Hotel Manager as part of the Guest Service management team, taking ownership during out-of-hours and guiding the night team to reflect brand standards and genuine hospitality.

You will oversee overnight operations including cash handling, reporting, handovers, bar and room service

Competenze

• Leadership and communication skills required for senior guest service/operational roles.
• Calm under pressure with a solutions-focused mindset.
• Proactive, resourceful, and able to make sound decisions independently.
• Understanding of hotel KPIs, revenue, and cost control.
• Experience in night audits, cash handling and shift handovers.

Mansioni

• Lead the nights team and manage overnight operations on duty.
• Oversee cash handling, reporting and handovers during the night shift.
• Provide full guest services including bar, room service and guest support as needed.
• Carry out Night Audit procedures accurately and on schedule.
• Be a visible, reassuring presence for guests overnight and handle late arrivals.
• Address guest concerns and ensure effective follow-up and resolutions.
• Conduct regular safety and security checks to maintain a safe environment.
• Ensure health, safety, hygiene and fire regulations are followed.
• Coach and develop the night team to maintain service excellence.

Conoscenze

Leadership

Communication

Calm under pressure

Problem solving

Night operations awareness

KPIs and cost control

Descrizione del lavoro

We're looking for a confident and hands-on Guest Service Manager (Nights) to lead our overnight operation and create a safe, seamless and memorable guest experience from dusk till dawn. Working closely with the Hotel Manager as part of the Guest Service management team, you'll take ownership of the hotel during out-of-hours operation. Through visible leadership, you'll guide and support your night team, ensuring every guest interaction reflects our brand standards and delivers genuine hospitality. About the Role You'll lead the nights team, ensuring every guest receives exceptional service in a calm, safe and well-managed environment.,

• Managing overnight operations including cash handling, reporting and handovers, while ensuring outstanding service is delivered to guests throughout the night.
• Providing full guest services where practical, including bar service, room service and guest support.
• Carrying out all Night Audit procedures accurately and in line with expectations.
• Being a visible and reassuring presence for guests, creating confidence and trust during overnight stays.
• Engaging with late arrivals and overnight guests, building relationships and adapting your approach to meet individual needs.
• Taking ownership of guest concerns and resolving issues effectively, ensuring follow-up where required.
• Conducting regular security and safety checks, maintaining a secure environment for guests, colleagues and the hotel.
• Ensuring full compliance with health, safety, hygiene and fire regulations at all times.
• Leading, coaching and developing the night team to deliver consistent service excellence and reflect our values and culture.
• You're a natural leader who thrives on responsibility. Calm under pressure and solutions-focused, you create a reassuring environment for both guests and colleagues.
• Experience in a senior guest service or operational role (e.g. Front Office Manager/Supervisor, Duty Manager or similar).
• Strong leadership and communication skills, with the ability to motivate and develop a team.
• A passion for delivering exceptional guest experiences, with the ability to anticipate needs and resolve issues confidently.
• Proactive and resourceful, able to make sound decisions independently.
• Good commercial awareness, with an understanding of hotel KPIs and cost control.
• Confidence using systems and technology to support operations and reporting.
• Calm and reliable, particularly in high-pressure or challenging situations.
• A genuine love of people and creating positive guest experiences.
• Kew Green Hotels is one of the UK's leading hotel management companies, operating a diverse portfolio of global brands. We're a people-driven business that's passionate about performance, guest experience, and creating hotels and teams that make us proud.
• Learn more about who we are and what drives us at www.kewgreenhotels.com
• Career development through fully funded apprenticeships and our internal development programme.
• Discounts on hotel stays and a variety of major retailers, restaurants and days out.
• Free use of our gyms, pools, and leisure facilities.
• 24/7 access to wellbeing, financial, and legal support.