Guest Service Manager

Kew Green Hotels; Warwick; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Discounts on hotel stays

Wellbeing support

Career development through apprentices

Gym, pool and leisure facilities

Job summary

Kew Green Hotels is seeking a confident and hands-on Guest Service Manager (Nights) to lead the overnight operation and create a safe, seamless guest experience from dusk till dawn. Working with the Hotel Manager, you’ll own the hotel during out-of-hours and guide your night team to reflect brand standards.

You’ll manage overnight cash handling, night audits, guest services, safety checks and KPIs, while building relationships with late arrivals and overnight guests.

Qualifications

• Experience in a senior guest service or operational role.
• Strong leadership and communication skills.
• Passion for delivering exceptional guest experiences.
• Proactive and resourceful with independent decision-making.
• Good commercial awareness and understanding of hotel KPIs.

Responsibilities

• Manage overnight operations including cash handling, reporting and handovers.
• Provide full guest services including bar service, room service and guest support.
• Carry out Night Audit procedures.
• Be a visible reassuring presence for guests.
• Engage with late arrivals and overnight guests.
• Resolve guest concerns and follow up.
• Conduct regular security and safety checks.
• Ensure compliance with health, safety, hygiene and fire regulations.
• Lead, coach and develop the night team.
• Create a calm, safe environment that reflects brand values.

Skills

Leadership

Communication

Guest service excellence

Problem solving

Decision making

Job description

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.