Nights Guest Service Manager

Interstate Europe Hotels & Resorts; Manchester; On-site; GBP 28,000 - 38,000; Full time

Job summary

Aimbridge Hospitality EMEA is seeking a Nights Guest Service Manager to oversee hotel operations during overnight hours, including front desk oversight, guest requests, safety protocols and supervising overnight staff.

You will collaborate across food & beverage, maintenance and other areas to ensure a seamless night-time operation and exceptional guest experience.

Qualifications

• Overnight hotel operations management experience.
• Strong leadership to manage overnight staff.
• Excellent guest service and conflict resolution skills.
• Ability to communicate effectively with guests, staff and management.
• Basic understanding of front desk, housekeeping, maintenance and security.
• Willingness to work night shifts and commute to hotel.

Responsibilities

• Oversee hotel operations during overnight hours, focusing on guest satisfaction and safety.
• Manage the front desk and monitor security protocols.
• Respond to guest requests and complaints and resolve issues.
• Supervise overnight staff and coordinate cross-functional support across food & beverage, maintenance and other areas.

Skills

Leadership

Customer service

Communication

Hotel operations knowledge

Team supervision

Shift adaptability

Tools

Hotel software systems

Job description

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

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, and 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’