Night Guest Service Manager

Heeton Concept Hotels; Manchester; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Employee recognition scheme

Service-based annual leave

Discounts at Heeton/IHG hotels

Life Assurance

Income Protection

Referral scheme

Buy holiday scheme

Cycle to Work

Medicash Health Plan

Career development opportunities

Job summary

Heeton Concept Hotels in Manchester invites a Night Guest Service Manager to lead the Front Office during the night hours, ensuring guests receive an exceptional experience from check-in to check-out.

You will oversee night operations, handle VIP guests, perform Night Audit duties, promote hotel services, and train the Night Team while upholding safety and policies in a dynamic, fast-paced environment.

Qualifications

• Be courteous and focused on providing a consistently high standard of customer service.
• The ability to multitask in a fast-paced environment.
• Previous experience as Night Manager in a similar-sized property.
• Ability to communicate with your team and the hotel teams.
• Must be flexible with hours.
• Must speak Fluent English.

Responsibilities

• Oversee the entire Front Office operation to maintain high standards on the night shift.
• Serve as a point of contact for regular and VIP Guests.
• Complete Night Audit duties.
• Maximise room occupancy at the best rates and use up-selling techniques to promote hotel services and facilities.
• Understand and demonstrate correct procedures regarding payments by the hotel credit policy.
• Act by policies and procedures when working with front-of-house equipment and property management systems.
• Conduct annual and mid-year Appraisals with Team Members.
• Demonstrate current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area.
• Represent the Hotel Manager and other senior managers in their absence, taking full responsibility of the hotel.

Skills

Night Manager

Customer service

Multitasking

Team leadership

Communication

Fluent English

Job description

Job Summary

As Night Guest Service Manager, you will oversee the night-hour management of the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. A Night Guest Service Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Your day-to-day

• Oversee the entire Front Office operation to maintain high standards on the night shift.
• Serve as a point of contact for regular and VIP Guests
• Complete Night Audit duties
• Maximise room occupancy at the best rates and use up-selling techniques to promote hotel services and facilities
• Understand and demonstrate correct procedures regarding payments by the hotel credit policy.
• Act by policies and procedures when working with front-of-house equipment and property management systems
• Conduct annual and mid-year Appraisals with Team Members
• Conduct Health and Safety Checks and Night Walks, and maintain a good status awareness of all hotel areas
• Represent the Hotel Manager and other senior managers in their absence, taking full responsibility of the hotel
• Manage, record and promptly resolve issues or emergencies that arise
• Demonstrate current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area
• Act following all security and emergency procedures and manage the instigation of these, as required; act as a fire marshal in case of evacuation.
• Compile an adequate handover to the Early staff / Duty Manager
• Attend appropriate training courses, when needed, and assist with the Night Team's training and development efforts
• Assist other departments, as necessary

What we need from you

• Be courteous and focused on providing a consistently high standard of customer service.
• The ability to multitask in a fast-paced environment.
• Previous experience as Night Manager in a similar-sized property
• Ability to communicate with your team and the hotel teams.
• Must be flexible with hours
• Must speak Fluent English

Why you should apply

• Exclusive access to the employee recognition & reward scheme - Heeton Rewards
• Service-based annual leave (increasing up to a maximum of 5 extra days)
• Employee & Friends/Family discounted rates at Heeton-operated and IHG hotels
• Life Assurance, Income Protection and Employee Assistance schemes
• Referral scheme
• Numerous voluntary benefits, including a buy holiday scheme, Cycle to Work, Medicash Health Plan and many more
• Heeton is an expanding company that offers excellent career, training, and development opportunities.
• Fantastic career potential with one of the UK's fast-growing hotel operators

A convenient central Manchester hotel with excellent transport links is a short walk from Manchester city centre. The M60 and M62 motorways are near, and Manchester Airport is only 10 miles away. Nearby Manchester Piccadilly station has direct trains to London.

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.