Guest Service Manager (Nights)

TN United Kingdom; Horley; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player seeks a dynamic Guest Services Manager to lead the guest experience during night operations. This role emphasizes outstanding service delivery, team leadership, and continuous improvement of guest satisfaction. You will work closely with a dedicated team to ensure every guest feels valued and supported, while also fostering a positive work culture. Enjoy the perks of flexible working hours, discounts on travel, and opportunities for career growth. If you thrive in a fast-paced environment and have a passion for hospitality, this is the perfect opportunity for you.

Benefits

Preferential rates for weekends away

Discounts through International IHG program

Retail and restaurant discounts

Share discounts for friends and family

FREE Leisure Club membership

Opportunities for progression and growth

Mental Health Support via Employee Assistance Line

Qualifications

• Proven leadership experience and excellent customer service abilities.
• Great interpersonal and communication skills with a love for people.

Responsibilities

• Lead the Guest Experience function at the hotel, ensuring outstanding service.
• Engage and build relationships with late arrival guests, adapting approaches.

Skills

Leadership

Customer Service

Interpersonal Skills

Attention to Detail

Problem-Solving

Job description

Social network you want to login/join with:

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 focused on excellence, as well as seeking strategies for continuously improving the guest experience.

What you’ll be doing

• Lead the Guest Experience function at the hotel, ensuring all guests receive outstanding service through the night.
• Offer 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 your approach accordingly.
• Demonstrate and lead by example in the execution of service standards.
• Be attentive to all guests.
• Accurately and promptly fulfill guest requests.
• Understand and anticipate guest needs.
• Maintain a high level of knowledge to enhance the guest experience.
• Demonstrate a service attitude that exceeds expectations.
• Take appropriate action to resolve guest complaints.
• Lead, motivate, and develop Night Guest Experience colleagues to support service excellence and uphold 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.
• Proven leadership experience and excellent customer service abilities matter more than where you gained your supervisory experience.
• You’ll enjoy using technology to make your work easier and enhance the guest experience.
• Forward-thinking and innovative mindset.
• Financially and commercially astute.
• Great interpersonal and communication skills, with a love for people.
• Attention to detail, especially with guests.
• Flexible and able to stay focused on results under pressure and tight deadlines.
• Self-motivated and confident.
• Hard-working but fun!
• Enjoy traveling? We offer preferential rates for weekends away and discounts through our International IHG program.
• Additional discounts in retail, restaurants, and events.
• Share discounts with friends and family using our hotel discount codes.
• FREE Leisure Club membership.
• Opportunities for progression and growth across the UK and abroad, supported by training and courses.
• Participation in events like KewFest, Employee Appreciation Week, and Awards evening.
• Flexible working hours and attitude.
• Mental Health Support via our 24/7 Employee Assistance Line.

Please note: If you are not a passport holder of the country where the vacancy is located, you might need a work permit. Check our Blog for more info.

Bank or payment details should not be provided when applying. Applications must be made via the 'Apply now' button. Eurojobs.com is not responsible for external website content.

Created on 26/04/2025 by TN United Kingdom