Nights Guest Service Manager

Aimbridge; Cambridge; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking hospitality leader as a Nights Guest Service Manager, where your passion for exceptional guest experiences will shine. In this full-time role, you will oversee front desk operations, manage a dedicated team, and ensure that every guest enjoys a comfortable stay. With industry-leading training and a commitment to your growth, this opportunity offers a dynamic environment where your leadership can thrive. Be part of a diverse team that values its people and aims to create unforgettable experiences for guests in a vibrant hotel setting.

Benefits

Industry leading training and leadership development opportunities

Hotel discounts portfolio wide

Wagestream - Stream pay as earned

24/7 access to employee assistance programme

Qualifications

• Experience in managing a hotel front office or similar position.
• Excellent communication and interpersonal skills.
• Strong leadership and organizational skills.

Responsibilities

• Manage guest services team and oversee front desk operations.
• Handle guest complaints and ensure exceptional service.
• Manage department budget and implement guest service policies.

Skills

Hotel Operations Management

Customer Service

Leadership

Communication Skills

Organizational Skills

Tools

Property Management Systems (PMS)

Booking Engines

Customer Relationship Management (CRM)

Job description

Were looking to recruit a Nights Guest Service Manager for this bustling select service hotel.

This role is a full time position but we’d love to also hear from candidates looking for a part time, role sharing opportunity.

Who are we?

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.

What is in it for you?

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

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage and spa
• Wagestream – 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

A day in the life of…

As Nights Guest Services Manager you’ll be responsible for managing the guest services team and ensuring that guests receive exceptional service throughout their stay. Key responsibilities include overseeing front desk operations, managing reservations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas. You’ll be responsible for managing the budget for the department, hiring and training staff, and developing and implementing guest service policies and procedures. In addition, you will be responsible for maintaining positive relationships with guests and ensuring that the hotel's reputation for excellent customer service is upheld.

As Nights Guest Services Manager you’ll play a crucial role in ensuring that guests have a first class enjoyable and comfortable stay.

What do we need from you?

• You’ll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
• As Guest Services Manager, you should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Strong leadership and organisational skills to effectively recruit manage and motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure that the front office operates smoothly and efficiently.
• We’re looking for you to have a good understanding of hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools. You’ll be able to use these tools to manage reservations, track guest preferences and feedback, and analyse performance data.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

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.