Night Guest Experience Leader

Holiday-Inn; Chatham; On-site; GBP 32,000 - 44,000; Full time

Benefits offered by this job

Career development through apprentices

Discounts on hotel stays

Gym and leisure facilities access

Wellbeing, financial, and legal help

Job summary

Kew Green Hotels is seeking a confident Guest Service Manager (Nights) to lead our overnight operation and deliver a safe, seamless and memorable guest experience from dusk till dawn.

In this role you will work with the Hotel Manager as part of the Guest Service management team, taking ownership of the hotel during out-of-hours. You’ll guide the night team to reflect brand standards and hospitality at every guest interaction.

Qualifications

• Experience in a senior guest service or operational role (e.g. Front Office Manager/Supervisor, Duty Manager).
• Strong leadership and communication skills, with the ability to motivate and develop a team.
• 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.

Responsibilities

• Manage overnight operations including cash handling, reporting and handovers, while ensuring outstanding service is delivered to guests throughout the night.
• Provide full guest services where practical, including bar service, room service and guest support.
• Carry out all Night Audit procedures accurately and in line with expectations.
• Be a visible and reassuring presence for guests, creating confidence and trust during overnight stays.
• Engage with late arrivals and overnight guests, building relationships and adapting your approach to meet individual needs.
• Take ownership of guest concerns and resolve issues effectively, ensuring follow-up where required.
• Conduct regular security and safety checks, maintaining a secure environment for guests, colleagues and the hotel.
• Ensure full compliance with health, safety, hygiene and fire regulations at all times.
• Lead, coach and develop the night team to deliver consistent service excellence and reflect our values and culture.

Skills

Leadership

Guest service

Night operations

Communication

Job description

Kew Green Hotels is seeking a confident Guest Service Manager (Nights) to lead our overnight operation and deliver a safe, seamless and memorable guest experience from dusk till dawn.

In this role you will work with the Hotel Manager as part of the Guest Service management team, taking ownership of the hotel during out-of-hours. You’ll guide the night team to reflect brand standards and hospitality at every guest interaction.