Guest Service Manager (Nights)

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

Job summary

A leading hotel chain in the UK is looking for a Guest Services Manager to oversee all guest operations during the night. The role involves ensuring outstanding service, developing a team of Guest Service Assistants, and creating a positive work culture. Candidates should have proven leadership experience and a strong commitment to customer satisfaction. A focus on detail and the ability to work under pressure are essential.

Benefits

Preferential hotel rates for staff

International hotel discounts

Discount opportunities in retail and restaurants

Free membership to the Leisure Club

Mental Health Support

Training and development opportunities

Qualifications

• Proven leadership experience.
• Outstanding customer service abilities.
• Flexible and self-motivated.

Responsibilities

• Manage all guest operations during the night.
• Ensure outstanding guest service.
• Lead and develop the guest experience team.

Skills

Leadership experience

Exceptional customer service

Interpersonal skills

Attention to detail

Ability to work under pressure

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

• To lead the Guest Experience function at the hotel, ensuring all guests receive an outstanding level of service through the night
• Offering full services, wherever practical, to all residents; including bar service, 24-hour room service and guest information
• Carrying out all Night Audit procedures
• Ensuring that every guest experiences a safe visit, conducting regular security and clock rounds
• Engage, build and develop relationships with any late arrival guests, assessing their needs and flexing style and approach appropriately
• Demonstrate and lead by example in the execution of

• Being attentive to all guests
• Accurately and promptly fulfilling guest requests
• Understanding and anticipate guest needs
• Maintaining a high level of knowledge which will enhance the guest experience
• Demonstrating a service attitude that exceeds expectations
• Take appropriate action to resolve guest complaints

Lead, motivate and develop any Nights Guest Experience colleagues to support with continuing service excellence and demonstration of 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
• It doesn’t matter where you’ve gained your supervisory experience, as long as you have proven leadership experience and incredible customer service abilities
• You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
• Forward-thinking and innovative
• Financially and commercially astute
• You’ll love people – and as a result, have great interpersonal and communication skills
• Details? You love them! You’ll be incredibly attentive with guests as a result
• Flexible and able to remain focused on results under pressure and to challenging deadlines
• Self-motivated and confident
• Hard-working but FUN!

At Kew Green Hotels, we encourage applications from individuals of all backgrounds and abilities. We aim to create an inclusive workplace for everyone. Should you require any reasonable adjustments throughout the recruitment process, please make sure to complete the relevant application questions, or contact [e-mail] if you have any questions. We are committed to supporting any adjustments you may need.

Our amazing benefits

• Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates
• Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?
• We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn't all about work).
• Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate
• FREE membership to the Leisure Club
• Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips!
• KewFest, Employee Appreciation Week, and Awards evening are all annual events.
• Progression and room to grow, with opportunities across the UK and internationally
• Flexible attitude and working hours.
• Mental Health Support with our 24/7, 365 Employee Assistance Line

Who is Kew Green Hotels?

Whether we are passing on a sales lead, creating an on-trend specials dish or simply looking after guests and employees, here at Kew Green we believe that the details matter. We know that each and every member of our team consistently pursue outstanding – and we have a firm belief in trusting our teams to find innovative and unique ways to do this. And in return? Not only do we offer a highly competitive benefits package, but through our career opportunities and development, we also support you wholeheartedly in your own personal pursuit of outstanding.

With an ever-growing portfolio and a number of brands across leading hotel chains including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values.

Irrespective of whether we are finding new ways to take care of our guests or supporting departments we’ve never worked in before – here at Kew Green Hotels, our obsession over the little details is who we are.

When you join the Kew Green family, you'll be part of a fast-growing company that is going global. If you've got ambition, we can match it with endless opportunities - both in the UK and much further afield.