Night Guest Service Leader | Overnight Operations

Kew Green Hotels; Liverpool; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Fully funded apprenticeships

Discounts on hotel stays

Gym & leisure facilities

Wellbeing support

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. Reporting to the Hotel Manager, you’ll guide the night team, maintain brand standards, handle guest interactions, oversee night audit procedures and ensure a calm, well-managed environment for overnight guests.

Responsibilities include maintaining security, health and safety compliance, and delivering exceptional

Qualifications

• Experience in a senior guest service or operational role.
• Strong leadership and communication skills.
• Proactive, calm under pressure, guest-focused.
• Understanding of hotel KPIs and cost control.

Responsibilities

• Manage overnight operations including cash handling, reporting and handovers.
• Provide full guest services including bar, room service and guest support.
• Carry out Night Audit procedures accurately.
• Be a visible, reassuring presence for guests and colleagues.
• Engage with late arrivals and overnight guests, adapting to needs.
• Address guest concerns and ensure timely follow-up.
• Conduct security and safety checks and maintain a secure environment.
• Ensure compliance with health, safety, hygiene and fire regulations.
• Lead, coach and develop the night team to deliver service excellence.

Skills

Leadership

Customer Service

Team Management

Night Operations

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. Reporting to the Hotel Manager, you’ll guide the night team, maintain brand standards, handle guest interactions, oversee night audit procedures and ensure a calm, well-managed environment for overnight guests.

Responsibilities include maintaining security, health and safety compliance, and delivering exceptional