Night Guest Service Manager

Eclipse Hotels Group; Wales; On-site; GBP 60,000 - 80,000; Full time

Job summary

An international hotel group is seeking a Night Guest Service Manager for its Holiday Inn Express in Cardiff. The role involves overseeing hotel operations during the night, ensuring exceptional customer service, and mentoring a team. Ideal candidates will have prior hotel experience, strong communication skills, and a proactive attitude. This position offers a variety of benefits, including discounted hotel rooms and an employee welfare program.

Benefits

Discounted Hotel Rooms at 5000+ IHG Hotels

Employee Assistance and Welfare Program

Health Plan

Life Insurance

Cashback on leading retailers

Complimentary Meals on duty

Employee of the Month celebrations

Training & Development

Qualifications

• Previous hotel experience in a Night Manager or similar role is preferred.
• Basic understanding of food safety.
• Proven ability to supervise a team.

Responsibilities

• Create a warm welcome and ensure smooth check-in/out processes.
• Supervise night audit processes and maintain front office cleanliness.
• Mentor Night Guest Experience Agents and perform security checks.

Skills

Exceptional customer service

Front Office systems knowledge

Communication skills

Organisational skills

Proficiency in Microsoft Office

Job description

Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company's current portfolio includes brands such as Holiday Inn, Holiday Inn Express and CiTi Hotels, located across the UK, Europe and the Caribbean.

An excellent opportunity has arisen for an experienced Night Guest Service Manager at our Holiday Inn Express in Cardiff. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As our Nights Guest Services Manager you'll deliver this through managing all aspects of the day to day operations of the hotel. You'll also create the warm atmosphere that makes our guests feel at home in any location. In addition to this you will have an excellent eye for detail and exemplary customer service skills.

Join us and enjoy the following benefits:

• Discounted Hotel Rooms at 5000+ IHG Hotels worldwide. With 50% off Food and Beverage Services
• Employee Assistance and Welfare Program
• Health Plan
• Life Insurance
• Cashback and discounts on the leading high street retailers
• Complimentary Meals on duty
• Employee of the Month and Employee of the Year celebrations
• Recommend a friend scheme
• Excellent Training & Development

What will your key responsibilities and duties be:

• Create a warm welcome to everyone and set the tone for each of our guests' experience.
• Ensure that our guests experience a smooth Check-in and Check- out process (Including Group Check ins)
• Multi-tasker! Coverage of the reception desk, kitchen, bar and restaurant.
• Be able to answer our hotels calls in professional yet welcoming manner.
• Supervise the running of our Night Audit process.
• Ensure that our Front Office and lobby area are kept clean & tidy.
• Support your colleagues from other departments by setting up /clearing down of any of our food & beverage outlets (Including conference & events).
• Conduct regular security walks around our hotel.
• Mentor and act as a point of support for all our Night Guest Experience Agents

How will you achieve this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every Team Member throughout our brand of hotels. Each hotel delivers True Hospitality in their own way, making them unique. At the heart of it is our key core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with our guests
• True Confidence: having the knowledge and skills to perform your role, and giving our guests the confidence that they can trust you, to help and support them during their stay
• True Listening:focusing on what our guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing our guests with what they need, and doing so in a timely and caring manner

What we are looking for:

• Previous hotel experience as a Night Manager or Night Receptionist or other similar roles, ideally from a branded hotel background, with a strong knowledge of Front Office systems.
• Experience in offering exceptional customer service.
• A basic understanding of food safety.
• Understanding the needs of supervising a Team on a daily basis.
• Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and other Team Members
• A clear understanding of the need for night time work.
• Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail; Proficient in Microsoft Word, Excel, Power Point presentations;
• A fully clean driving license to chauffer our guests to the local airport (Airport located hotels only)

We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people focused culture.