Overnight Front Office Lead: Guest Experience

Ardencote; Lye Green; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Spa day benefit

Leisure access

Employee assistance

Stay discounts

Meal discounts

Pension

Free parking

Refer a friend

Induction training

Online discounts

Job summary

Ardencote Manor - Hiddenwell | Luxury Wellness Retreat is seeking a confident Nights Manager to lead the overnight Front Office operation. You will manage the Night team, ensure seamless handovers, and uphold guest service standards through the night.

Responsibilities include supervising the Front Office, optimizing night procedures, handling guest requests, and maintaining safety and accurate financial transactions. The role requires strong leadership and calm decision-making during night hours.

Qualifications

• Must have previous Front Office or hotel operations experience
• Must have experience leading, supervising or developing a team
• Must have a genuine passion for excellent customer service
• Must have confidence handling guest concerns and resolving problems
• Must have excellent communication and organisational skills
• Must have good commercial awareness and attention to detail
• Must have confidence using hotel systems and managing financial transactions
• Must have the ability to remain calm and make sound decisions during the night

Responsibilities

• Overseeing the Front Office team, coordinating the shift and taking on Duty Management responsibilities, ensuring the hotel runs safely and smoothly throughout the night
• Creating brilliant guest experiences, from welcoming late arrivals to handling requests and resolving complaints, you’ll anticipate guests’ needs and make sure they feel genuinely looked after
• Developing your team, coaching, training and motivating the Nights team, helping them build their confidence, deliver consistently high standards and maximise opportunities to enhance the guest experience
• Managing room status, guest information, arrivals, handovers and key overnight processes, working closely with Reservations, Accounts and other hotel departments
• Understanding our rates, packages and promotions, encourage in-house selling and help maximise room revenue while ensuring payments, postings and guest accounts are accurate
• Keeping our guests and hotel safe, taking responsibility for overnight security and safety procedures, including fire safety walks, and ensure Health & Safety procedures are followed by the team

Job description

Ardencote Manor - Hiddenwell | Luxury Wellness Retreat is seeking a confident Nights Manager to lead the overnight Front Office operation. You will manage the Night team, ensure seamless handovers, and uphold guest service standards through the night.

Responsibilities include supervising the Front Office, optimizing night procedures, handling guest requests, and maintaining safety and accurate financial transactions. The role requires strong leadership and calm decision-making during night hours.