Nights Guest Service Manager

Aimbridge; Manchester; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Training & leadership development

Staff discounts (hotel)

Financial wellbeing Stream (Stream)

Employee assistance programme

Uncapped incentives

Staff meals on duty

Job summary

Aimbridge Hospitality is seeking a Nights Guest Service Manager to oversee the hotel’s overnight operations, ensuring seamless front desk activity, guest satisfaction and safety throughout the night. You will monitor security, respond to requests and supervise overnight staff, ensuring service standards are consistently met.

You will collaborate across departments to support night-time operations in food & beverage, maintenance and other areas, delivering first-class customer service and

Qualifications

• Flexibility to work overnight hours.
• Strong leadership to manage overnight staff.
• Excellent customer service and conflict resolution.
• Knowledge of front desk procedures, housekeeping, maintenance and security.

Responsibilities

• Oversee hotel operations during overnight hours.
• Manage front desk and monitor security and safety protocols.
• Respond to guest requests and complaints; support late night bar service and room service orders.
• Supervise overnight staff.
• Ensure the hotel runs smoothly and efficiently during night shifts.
• Provide cross‑department support in food & beverage, maintenance and other areas.

Skills

Leadership

Customer service

Communication

Flexibility

Adaptability

Overnight operations knowledge

Tools

Hotel software systems

Job description

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
• 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
• Staff meals on duty

A day in the life of…

As our Nights 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, supporting late night bar service and completing late night room service orders. 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 night time 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 team work.

What do we need from you?

• Flexibility and adaptability: This role requires flexibility and adaptability to work overnight hours, handle unexpected situations, and adjust to changes in hotel operations.
• Leadership skills: You’ll need to possess strong leadership skills to manage overnight staff, delegate tasks, and ensure the smooth running of hotel operations.
• Customer service skills: As the main point of contact for our guests during night hours, you’ll need excellent customer service skills to provide guests with a satisfactory experience, address complaints, and resolve conflicts.
• Communication skills: Communication is key and as the night manager in our hotel, you should have excellent communication skills to interact with guests, staff, and management, whether it's in person, over the phone, or through written communication.
• Knowledge of hotel operations: As the senior manager at the hotel during night hours you need a basic understanding of hotel operations, including front desk procedures, housekeeping, maintenance, and security. You’ll also need to be well versed with hotel software systems and financial management processes.

Please note that we will only be accepting applicants who are age 18 or above for this role, and comfortable with a nightshift working pattern, including commuting to and from the hotel.

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’