Night Guest Services Leader — Calm, Safe Stays

Kew Green Hotels; Warwick; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Discounts on hotel stays

Wellbeing support

Career development through apprentices

Gym, pool and leisure facilities

Job summary

Kew Green Hotels is seeking a confident and hands-on Guest Service Manager (Nights) to lead the overnight operation and create a safe, seamless guest experience from dusk till dawn. Working with the Hotel Manager, you’ll own the hotel during out-of-hours and guide your night team to reflect brand standards.

You’ll manage overnight cash handling, night audits, guest services, safety checks and KPIs, while building relationships with late arrivals and overnight guests.

Qualifications

• Experience in a senior guest service or operational role.
• Strong leadership and communication skills.
• Passion for delivering exceptional guest experiences.
• Proactive and resourceful with independent decision-making.
• Good commercial awareness and understanding of hotel KPIs.

Responsibilities

• Manage overnight operations including cash handling, reporting and handovers.
• Provide full guest services including bar service, room service and guest support.
• Carry out Night Audit procedures.
• Be a visible reassuring presence for guests.
• Engage with late arrivals and overnight guests.
• Resolve guest concerns and follow up.
• Conduct regular security and safety checks.
• Ensure compliance with health, safety, hygiene and fire regulations.
• Lead, coach and develop the night team.
• Create a calm, safe environment that reflects brand values.

Skills

Leadership

Communication

Guest service excellence

Problem solving

Decision making

Job description

Kew Green Hotels is seeking a confident and hands-on Guest Service Manager (Nights) to lead the overnight operation and create a safe, seamless guest experience from dusk till dawn. Working with the Hotel Manager, you’ll own the hotel during out-of-hours and guide your night team to reflect brand standards.

You’ll manage overnight cash handling, night audits, guest services, safety checks and KPIs, while building relationships with late arrivals and overnight guests.