Guest Service Manager (Nights)

Holiday Inn Lancaster; Lancaster; Sur place; GBP 26 000 - 34 000; Plein temps

Avantages offerts par ce poste

Career development program

Discounts on hotel stays

Gym and leisure facilities

Wellbeing support

Résumé du poste

Kew Green Hotels is seeking a confident Guest Service Manager (Nights) for Holiday Inn Lancaster to lead the overnight operation with a calm, safety-conscious approach and a strong guest-focus. You will guide the night team and ensure seamless service from dusk till dawn, maintaining brand standards and a welcoming atmosphere for guests.

You'll work closely with the Hotel Manager, manage Night Audit activities, and drive guest satisfaction while upholding health, safety and cost-control

Qualifications

• Experience in a senior guest service or operational role.
• Strong leadership and communication skills.
• Passion for delivering exceptional guest experiences.
• Proactive and resourceful, able to make decisions independently.
• Good commercial awareness and understanding of hotel KPIs.
• Confidence using systems and technology to support operations and reporting.
• Calm and reliable, especially under pressure.
• Genuine love of people and creating positive guest experiences.

Responsabilités

• Lead the overnight operations and night team across reception, service areas and safety procedures.
• Manage cash handling, reporting and handovers during the night shift.
• Provide full guest services including bar, room service and guest support where practical.
• Conduct Night Audit procedures accurately and in line with expectations.
• Be a visible, reassuring presence for guests during overnight stays.
• Engage with late arrivals and overnight guests to meet individual needs.
• Address guest concerns promptly and ensure follow-up is completed.
• Carry out regular security, safety checks and ensure a secure environment.
• Lead, coach and develop the night team to maintain service excellence.

Connaissances

Night operations

Team leadership

Guest service

Cash handling

Description du poste

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