Night Duty Manager - BLG - Front of House

Bloc Gatwick - Arora Group; Guildford; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Uniform provided

Staff discounts

Food discount

Christmas gifts

Cycle to work

Life assurance

Employee assistance

Recognition awards

Job summary

Bloc Gatwick - Arora Group is seeking a Night Duty Manager to lead the night team at Bloc Hotel Gatwick, delivering exceptional guest service and ensuring smooth front desk operations under the night shift.

You will run the night audit, keep the PMS in good shape for the next day arrivals, handle guest requests, supervise reception, and coordinate with maintenance and other departments.

Qualifications

• Strong customer service and front-of-house focus.
• Ability to supervise a night team and manage shifts.
• Excellent communication, written and spoken English.

Responsibilities

• Deliver exceptional customer service at all times.
• Handle guest complaints promptly and apply service recovery.
• Support reception with guest requests and ensure timely responses.
• Maintain cleanliness and presentation in front-of-house areas.
• Supervise check-in/check-out, PMS usage, and payments.
• Monitor team performance and complete night audit tasks.
• Reconcile weekly cash and daily banking per audit procedures.
• Communicate guest feedback and VIP changes to relevant teams.
• Maintain hotel security and participate in required training.
• Collaborate with other departments and assist with training.

Skills

Guest service excellence

Team supervision

Communication skills

English proficiency

Calm under pressure

Tools

Opera PMS

Job description

Salary – £ 29,702Holiday – 28 days holiday, enhanced after 5 years of service.But there’s more...

• Uniform providedDiscounted employee friends & family rates at Arora Hotels.
• Food and beverage discounts.
• Christmas gifts and employee parties.
• Introduce a friend scheme.
• Cycle 2 work scheme.
• UK attraction discounts @ Merlin Entertainments.
• Taste card.
• Life assurance scheme.
• Wage stream.
• Employee assistance programme.
• Arora star employee recognition.
• Long service recognition award.

About us...

Bloc Hotel Gatwick is ideally situated for both terminals, just a few short steps from the South Terminal departure lounge. We offer our guests a new way to short stay through the ingenuity of our design and views of the world's most efficient single-runway airport. No other hotel will get you closer to your flight.

A bit about what you will do...

As a Night Duty Manager for Bloc Hotel, you will supervise the Hotels night team to ensure exceptional customer service is delivered to guests consistently, and the front desk operation is smoothly lead on a day-to-day basis. You will play a key part in running the night audit process, ensuring that the hotel and PMS is in a healthy position for the next days arrivals

• Deliver exceptional customer service at all times.
• Handle guest complaints promptly and apply appropriate service recovery while the guest is present where possible.
• Support reception team members with guest requests, ensuring timely responses.
• Maintain high standards of cleanliness and presentation in all front-of-house areas, resolving maintenance issues where necessary.
• Supervise reception operations including check-in/check-out, use of the PMS system, and payment processing.
• Monitor team performance, ensure shift tasks and the night audit process are completed accurately.
• Reconcile weekly cash takings and check daily banking in line with audit procedures.
• Communicate guest feedback, special requests, events, VIP arrivals, and maintenance issues to the relevant teams.
• Maintain hotel security through regular checks and attend required meetings and training (including first aid).
• Work collaboratively with other departments, assist with training, and support maintenance or cleaning tasks when required.

More about you...

• Providing a high-quality service comes naturally to you.
• Strong organizational skills and attention to detail.
• Very good at multi-tasking and remaining calm under pressure.
• Excellent communication skills with a high standard of written and spoken English.
• A smart and professional appearance.
• You value being part of a team and supporting your colleagues.
• Most of all, you have an approachable, positive, and proactive manner.
• Experience in a similar role within a 4-star hotel is a significant advantage.
• Opera PMS experience is a plus.

Grow with us...

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are excitingopportunities for career progression and development across our properties and brands.