Night Assistant Guest Services Manager

The Emory; Greater London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A luxury hotel in Belgravia seeks a Night Manager to oversee operations and staff on-site. The role requires excellent guest service skills, experience in a luxury hotel environment, and proficiency with Opera Cloud. Responsibilities include managing the Front Desk, resolving guest complaints, and ensuring a high standard of service. The hotel supports staff with competitive salary packages, health benefits, and career development opportunities, making it an excellent environment for personal growth.

Benefits

Excellent salary package

Family friendly policies

Travel Season Ticket Loans

Health and wellbeing support

Recognition awards

Discounts across the hotel chain

Career development opportunities

Qualifications

• Previous work experience in a luxury hotel environment is preferred.
• Must be proactive in anticipating guest needs.
• Ability to handle guest complaints promptly.

Responsibilities

• Oversee the night management and staff on site.
• Manage the Front Desk operations efficiently.
• Address and resolve guest complaints and disputes.

Skills

Guest service orientation

Problem-solving

Communication skills

Team collaboration

Tools

Opera Cloud

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

A distinctive opportunity to work in a modern masterpiece hotel in Belgravia awaits you

At The Emory, we strive to curate distinctive and enriching experiences for our guests and our colleagues every day. You will be part of the team to shape our future and fulfil our purpose.

The Emory

Each suite & studio at the hotel is a modern masterpiece, created by a collection of the world's leading interior and architectural designers. From exceptional contemporary dishes curated from chef Jean-Georges Vongerichten in abc kitchens to panoramic views of London and striking decor in The Emory Rooftop Bar. Spearheaded by world-leading experts, Surrenne is a new paradigm of wellbeing with four floors of immersive health, fitness and beauty services.

Who strives here?

We believe the truest luxury is time well spent. Hence our service philosophy is as seamless as possible so our guests can enjoy the most while staying with us. You are warm and friendly, and enjoying being creative in providing extraordinary guest services. You like to think from guests' perspective what they might need before they even ask you. And you aim for creating those magical memories for them. We anticipate you have previous work experience in a luxury hotel environment.

The Emory Experience

You will find a supportive, fun and nurturing team where you can bring your ideas and creative thinking to your role. We have a range of development interventions at every level and for different functional specialisms to help you design the trajectory of your career. Your team members are highly collaborative and the work environment is dynamic and stimulating.

Main duties and responsibilities

• To represent management for The Emory during the night and be responsible for all staff on site.
• To head and take part in the efficient running of the Front Desk and reservations desk, enforcing Policies and procedures of The Emory.
• To be fully conversant with Opera Cloud and follow LQA/ Forbes/ Maybourne's standards of work for the Front Office.
• Deal with any guest complaints promptly, efficiently and do service recovery when needed. Ensure all complaints are placed in Knowcross.
• To settle disagreements or disputes between the night staff and to report them to the head of department concerned.

Here at Maybourne, we strive to reward our colleagues for the incredible work they do every single day. In return for your hard work and dedication, we offer you:

Financial Stability

• Excellent salary package.
• Family Friendly company policies, including enhanced Maternity and Paternity Pay.
• Holiday allowance increase after 3 and 5 years of service.
• Travel Season Ticket Loans.
• Pension Scheme*.
• Salary Sacrifice.
• Holiday Trading.
• Retail Discount.

Health and Wellbeing Support

• Subsidised monthly Podiatrist and Masseuse treatments.
• Flu vaccination vouchers*.
• Eye test vouchers and contributions towards glasses*.
• A dedicated team of Mental Health First Aiders & 24-hour colleague assistance helpline.
• On and off-site Occupational Health Service.
• Death in Service salary contribution.
• Various wellbeing activities focused on mental and physical health.
• A complimentary state-of-the-art all-day dining colleague restaurant serving a range of nutritious meals.
• Cycle to Work.
• Wellbeing & Social Champions.
• Volunteering opportunities.

Recognition and Career Development

• Referral Scheme 'Introduce a Star' where you can earn up to £1,500*.
• Instant colleague recognition and award programme with generous prizes.
• Colleague of the month nominations with generous prizes.
• Additional paid day off to celebrate your Birthday.
• Internal transfer and promotion opportunities.
• In-house training and development team with a strong focus on career progression and personal growth.
• Long service awards.

Memorable experiences

• Preferential room rates of £50 per overnight stay for yourself or your family across the Maybourne.
• Hotel Guest Experience Stay* including an overnight stay and wining and dining at our renowned restaurants and bars.
• 50% Food and Beverage discount* across the Maybourne.
• Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague Children Party, etc.)
• Wedding and Baby gifts.
• Retirement functions.

*Terms and conditions apply to all benefits.

Eligibility:

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.