Guest Service Manager (Nights)

Kew Green Hotels; Limefield; On-site; GBP 30,000 - 40,000; Full time

Job summary

A hospitality management company located at Gatwick Airport is seeking a Guest Services Manager. The role entails leading a team to deliver exceptional guest experiences, overseeing night operations, and resolving issues efficiently. The ideal candidate should possess strong leadership and customer service skills and be eager to drive a positive work culture while ensuring high service standards.

Benefits

Discounts on hotels, retail, restaurants, and events

Free Leisure Club membership

Career progression opportunities

Flexible working hours

Mental health support

Qualifications

• Proven leadership experience and excellent customer service skills, regardless of previous supervisory roles.
• Enjoy using technology to improve efficiency and guest experience.
• Strong interpersonal and communication skills.
• Attention to detail and guest attentiveness.
• Self-motivated, confident, and hardworking with a fun attitude.

Responsibilities

• Lead the Guest Experience function at the hotel, ensuring all guests receive outstanding service.
• Conduct all Night Audit procedures.
• Resolve guest complaints effectively.
• Lead and motivate Night Guest Experience colleagues.

Skills

Leadership experience

Customer service skills

Interpersonal and communication skills

Attention to detail

Flexibility

Job description

This role? It's ALL about the guest and delivering outstanding service during the night at our hotel in Gatwick Airport.

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 exceptional guest experience, consistently achieving all brand and company metrics and objectives. You will coach, support, and engage your team while fostering a positive work culture focused on excellence and continuous improvement of the guest experience.

What you'll be doing

1. Lead the Guest Experience function at the hotel, ensuring all guests receive outstanding service through the night.
2. Offer full services wherever practical, including bar service, 24-hour room service, and guest information.
3. Carry out all Night Audit procedures.
4. Ensure every guest's safety by conducting regular security and clock rounds.
5. Build and develop relationships with late-arrival guests, assessing their needs and adapting your approach.
6. Lead by example in executing service standards.
7. Be attentive to all guests and promptly fulfill their requests.
8. Understand and anticipate guest needs.
9. Maintain high knowledge levels to enhance guest experience.
10. Demonstrate a service attitude that exceeds expectations.
11. Resolve guest complaints effectively.
12. Lead, motivate, and develop Night Guest Experience colleagues to support service excellence and uphold company values.

Qualifications and qualities:

• Proven leadership experience and excellent customer service skills, regardless of previous supervisory roles.
• Enjoy using technology to improve efficiency and guest experience.
• Forward-thinking, innovative, and financially savvy.
• Strong interpersonal and communication skills.
• Attention to detail and guest attentiveness.
• Flexible, results-focused, and able to work under pressure.
• Self-motivated, confident, and hardworking with a fun attitude.

At Kew Green Hotels, we value the little details and support our team with growth opportunities, international discounts, and a comprehensive benefits package, including:

• Discounts on hotels, retail, restaurants, and events.
• Free Leisure Club membership.
• Career progression opportunities in the UK and abroad.
• Employee events like KewFest, Employee Appreciation Week, and Awards evening.
• Flexible working hours and mental health support through our 24/7 Employee Assistance Line.

Join us and be part of a fast-growing, global company that values innovation and excellence in hospitality.