Guest Service Manager (Nights)

Crowne Plaza Liverpool John Lennon Airport; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading hospitality company seeks a Guest Services Manager to oversee guest operations and ensure outstanding service during the night shift. This role involves leading a team of Guest Service Assistants, enhancing guest experiences, and addressing their needs proactively. Applicants should have proven leadership skills, excellent customer service abilities, and a detail-oriented approach. This position offers a competitive benefits package and opportunities for personal development.

Benefits

Preferential travel rates

International discounts

Membership to the Leisure Club

Flexible working hours

Mental Health Support

Qualifications

• Proven leadership experience in a customer-facing role.
• Strong interpersonal and communication skills.
• Ability to handle guest complaints and resolve them effectively.

Responsibilities

• Lead Guest Experience function ensuring outstanding service.
• Engage and build relationships with late-arrival guests.
• Conduct regular security and clock rounds.

Skills

Leadership

Customer service

Interpersonal skills

Detail-oriented

Technological proficiency

Job description

Overview

This role is focused on the guest and delivering an outstanding service during the night. As a Guest Services Manager, you will manage all guest operations, guide and support a team of Guest Service Assistants, and lead hands-on to ensure the team delivers an exceptional guest experience that meets brand and company metrics and objectives. You will coach, support and engage your team and contribute to a positive work culture focused on excellence while seeking strategies to continuously improve the guest experience.

What you’ll be doing

• Lead the Guest Experience function at the hotel, ensuring all guests receive an outstanding level of service through the night
• Provide full services, wherever practical, to all residents; including bar service, 24-hour room service and guest information
• Carry out all Night Audit procedures
• Ensure every guest experiences a safe visit by conducting regular security and clock rounds
• Engage, build and develop relationships with late-arrival guests, assessing their needs and adapting style and approach accordingly
• Demonstrate and lead by example in the execution of:
• Being attentive to all guests
• Accurately and promptly fulfilling guest requests
• Understanding and anticipating guest needs
• Maintaining a high level of knowledge to enhance the guest experience
• Demonstrating a service attitude that exceeds expectations
• Taking appropriate action to resolve guest complaints
• Lead, motivate and develop Nights Guest Experience colleagues to support continuing service excellence and demonstrate our company values and culture

What’ll make you a great fit

• You’ll need to be a night owl given the hours you’ll be working
• Leadership experience with proven, excellent customer service abilities
• You’ll enjoy using technology to enhance efficiency and guest experience
• Forward-thinking and innovative
• Financially and commercially astute
• You’ll love people and have strong interpersonal and communication skills
• Detail-oriented; you’ll be incredibly attentive to guests
• Flexible and able to stay focused on results under pressure and to challenging deadlines
• Self-motivated and confident
• Hard-working but fun

Our inclusive culture and benefits

• Preference for travel and weekend escapes; preferential rates
• International IHG discounts where applicable
• Discounts in retail, restaurants and events
• Discount codes for hotels within the Kew Green Hotels estate for family and friends
• Free membership to the Leisure Club
• Progression and room for growth with training and development opportunities
• Annual events such as KewFest, Employee Appreciation Week, and Awards evenings
• Flexible attitude and working hours
• Mental Health Support with a 24/7 Employee Assistance Line

Who is Kew Green Hotels?

At Kew Green Hotels, we believe that the details matter. We pursue outstanding service and trust our teams to find innovative and unique ways to achieve it. We offer a competitive benefits package and support your personal pursuit of excellence through career opportunities and development.

With an expanding portfolio and brands across leading hotel chains, including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, we share common values and a commitment to guests and employees alike.

We are a fast-growing company that is going global. If you have ambition, we can match it with opportunities in the UK and beyond.