Night Guest Service Manager

Aimbridge EMEA; Tees Valley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global hospitality company is looking for a Night Guest Service Manager in Tees Valley. This role involves managing hotel operations overnight, ensuring guest satisfaction and safety. The ideal candidate will have strong leadership and customer service skills, flexibility for overnight shifts, and knowledge of hotel operations. Benefits include extensive training, hotel discounts, and access to financial wellbeing programs.

Benefits

Industry-leading training

Hotel discounts portfolio-wide

Access to Stream

24/7 employee assistance programme

Uncapped incentives

Free staff parking

Qualifications

• Ability to work overnight hours and handle unexpected situations.
• Experience in supervision and management of staff.
• Strong communication skills for guest and staff interactions.

Responsibilities

• Oversee hotel operations during overnight hours.
• Respond to guest requests and complaints.
• Supervise overnight staff and delegate tasks.

Skills

Flexibility and adaptability

Leadership skills

Customer service skills

Excellent communication

Knowledge of hotel operations

Job description

Overview

As our Night Guest Service Manager you'll be responsible for overseeing the operations of the hotel during overnight hours. This role involves managing the front desk, monitoring security and safety protocols, responding to guest requests and complaints, and supervising overnight staff. You will play a vital role in ensuring the hotel runs smoothly and efficiently during overnight hours, focusing on guest satisfaction and safety. As an integral part of nighttime operations in the hotel, your role extends beyond the front desk. You'll be agile in your role and support operations in food and beverage, maintenance and all other areas that will require your first-class customer service skills and exemplary teamwork. What do we need from you?

Responsibilities

• Oversee the hotel operations during overnight hours, including front desk management, safety and security adherence, and guest service delivery.
• Respond to guest requests and complaints and ensure timely resolutions.
• Supervise overnight staff and delegate tasks to ensure smooth operations.
• Support operations in food and beverage, maintenance, and other areas requiring high levels of customer service and teamwork.

Qualifications

• Flexibility and adaptability to work overnight hours, handle unexpected situations, and adjust to changes in hotel operations.
• Leadership skills to manage overnight staff, delegate tasks, and maintain smooth hotel operations.
• Customer service skills to be the main point of contact for guests during night hours and to address complaints and resolve conflicts.
• Excellent communication skills for interaction with guests, staff, and management in person, by phone, or in writing.
• Knowledge of hotel operations, including front desk procedures, housekeeping, maintenance, and security; familiarity with hotel software systems and financial management processes.
• Age 18 or above and comfortable with a night shift and commuting to the hotel.
• Passion for providing an exceptional guest experience and upholding brand standards.

Benefits

• Industry-leading training and leadership development opportunities.
• Hotel discounts portfolio-wide - staff rates and up to 50% discount on food & beverage and spa.
• Access to Stream — pay as it is earned and automatic savings to support financial wellbeing.
• 24/7 access to our employee assistance programme.
• Uncapped incentives to reward your contributions.
• Free staff parking.

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We're passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our "people first" approach to business, the Aimbridge experience is like no other. At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone 'A Place to Grow.' So, click apply today, we'd love to welcome you to our inclusive team shaping the future of hospitality. Hampton by Hilton Stockton on Tees Church Road, Stockton-on-Tees, County Durham, TS18 1LD.

As part of the Aimbridge team, you will have access to industry-leading benefits that include:

• Industry-led training and leadership development opportunities.
• Hotel discounts portfolio-wide - Staff rates and up to 50% discount on food & beverage and spa.
• Access to Stream — Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing.
• 24/7 access to our employee assistance programme.
• Uncapped incentives to reward you for your contributions.
• Free staff parking.