Guest Service Manager (Nights)

Kew Green Hotels; Chatham; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Career development via apprenticeships

Discounts on hotel stays

Gym, pools and leisure facilities

24/7 wellbeing, financial and legal支援

Job summary

Kew Green Hotels is seeking a confident Guest Service Manager (Nights) to lead our overnight operation, ensuring a safe, seamless and memorable guest experience from dusk till dawn. You will work with the Hotel Manager on the night shift, guiding the night team and delivering brand‑standard hospitality.

You’ll oversee overnight cash handling, handovers, audits and guest support, while maintaining safety, KPIs and cost controls. A proactive, calm leader who inspires trust will thrive here.

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 KPIs.
• Confidence using systems and technology to support operations.
• Calm and reliable in high-pressure situations.
• Genuine love of people and creating positive guest experiences.

Responsibilities

• Manage overnight operations including cash handling, reporting and handovers.
• Provide full guest services including bar, room service and guest support.
• Carry out Night Audit procedures.
• Be a visible, reassuring presence for guests overnight.
• Engage with late arrivals and overnight guests.
• Take ownership of guest concerns and resolve issues.
• Conduct regular security and safety checks.
• Lead and develop the night team to deliver service excellence.

Skills

Senior guest service role

Leadership & communication

Guest experience focus

Proactive problem solving

Commercial awareness

Systems & reporting

Calm under pressure

People-centric hospitality

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.

Key responsibilities include:

• 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.

About You

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.

We’re looking for someone who brings:

• 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.

Benefits

• 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.

Next Steps

A member of our recruitment team will be in touch to arrange a 15-minute phone conversation with shortlisted candidates. This will be an opportunity to learn more about the role and for us to understand your experience in more detail. If successful at this stage, you will be invited to meet with the Hiring Manager.

At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [e-mail] - we’re here to support you.

Who are Kew Green Hotels?

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