Night Manager, Guest Experience & Service

Mount Royal Hotel Edinburgh by The Unlimited Collection; Greater London; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Blue Hub discount platform

25 days holiday

Company Pension

Private Medical Insurance

Employee Assistance Programme

Annual Travel Loan

CFC Membership Scheme

Free Eye Test

L&D Apprenticeship Scheme

Job summary

Stamford Bridge Hotel London, operated by The Ascott Limited, is seeking an Assistant Night Manager to join our Front Office team. You will welcome guests, manage check-ins and check-outs, handle reservations and special requests, and help ensure every stay is memorable.

Reporting to the Front Office Manager, the role emphasizes service excellence, safety, and smooth night operations, including shift handovers, till controls, and guest accounts.

Qualifications

• Effective communication in written and spoken English.
• Proven standards of customer service experience.
• Good understanding of health and safety including fire safety.
• Knowledge of Property Management Systems (PMS).

Responsibilities

• Guest Services: Providing a warm welcome, accurate information, and ensuring guest comfort and safety.
• Check-ins/Check-outs: Performing check-ins and check-outs following company procedures.
• Reservations & Requests: Handling reservations and meeting special requests (extra beds, access for disabled people, etc.).
• Guest Assistance: Offering recommendations, arranging transportation and excursions, and anticipating guest needs for an exceptional experience.
• Shift Duties: Ensuring completion of set shift tasks, maintaining handover system, and controlling the till.
• Financial & Policy Compliance: Managing guest accounts, processing payments, printing financial reports, and adhering to company policies.

Skills

Effective communication

Customer service excellence

Health and safety awareness

Tools

PMS

Job description

Stamford Bridge Hotel London, operated by The Ascott Limited, is seeking an Assistant Night Manager to join our Front Office team. You will welcome guests, manage check-ins and check-outs, handle reservations and special requests, and help ensure every stay is memorable.

Reporting to the Front Office Manager, the role emphasizes service excellence, safety, and smooth night operations, including shift handovers, till controls, and guest accounts.