Guest Service Manager (Nights)

Holiday Inn Colchester; Colchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading hotel in Colchester seeks a Guest Services Manager focused on delivering exceptional overnight service. The role involves managing guest operations, guiding a team, resolving complaints, and improving the overall guest experience in a fast-paced environment. Candidates should demonstrate strong leadership and customer service skills while being adaptable to challenges.

Benefits

Hotel discounts and international rates

Access to retail, restaurant, and event discounts

Free Leisure Club membership

Opportunities for progression internationally

24/7 Employee Assistance Line support

Qualifications

• Proven leadership experience essential.
• Excellent customer service skills required.
• Flexibility in working hours and pressure management.

Responsibilities

• Manage guest operations and team leadership.
• Ensure outstanding guest service during night shifts.
• Conduct regular security and clock rounds.

Skills

Leadership

Customer Service

Communication

Technology Utilization

Attention to Detail

Job description

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Client:

Location:

Colchester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

acbc457f7f59

Job Views:

45

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

This role? It’s ALL about the guest and delivering an outstanding service for them during the night.

As a Guest Services Manager, you are responsible for managing all guest operations, guiding and supporting a team of Guest Service Assistants. Through hands-on leadership, you will ensure your team delivers an outstanding guest experience, one that consistently achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improving the guest experience.

What you’ll be doing

• Lead the Guest Experience at the hotel, ensuring all guests receive outstanding service through the night.
• Offer full services, including bar service, 24-hour room service, and guest information.
• Carry out all Night Audit procedures.
• Ensure a safe visit for every guest, conducting regular security and clock rounds.
• Engage, build, and develop relationships with late-arrival guests, assessing their needs and adapting your approach.
• Lead by example in service execution.
• Be attentive to all guests and promptly fulfill requests.
• Understand and anticipate guest needs.
• Maintain high knowledge to enhance the guest experience.
• Demonstrate a service attitude that exceeds expectations.
• Resolve guest complaints appropriately.
• Lead, motivate, and develop Night Guest Experience colleagues to support service excellence and uphold company values.

What’ll make you a great fit

• You’ll need to be a night owl given the hours you’ll be working.
• Proven leadership experience and excellent customer service skills are essential, regardless of industry background.
• Enjoy using technology to improve efficiency and guest experience.
• Be forward-thinking and innovative.
• Financially and commercially astute.
• Have great interpersonal and communication skills.
• Be attentive to details and guests.
• Remain flexible and focused on results under pressure.
• Be self-motivated and confident.
• Hard-working but fun!
• Enjoy traveling? Benefit from our hotel discounts and international rates.
• Access retail, restaurant, and event discounts.
• Share hotel deals with family and friends using discount codes.
• Enjoy free membership to the Leisure Club.
• Opportunities for progression within the UK and internationally.
• Participate in company events like KewFest, Employee Appreciation Week, and Awards evening.
• Maintain a flexible attitude and working hours.
• Access mental health support via our 24/7 Employee Assistance Line.