Overnight Guest Experience Lead

Kew Green Hotels; Bromsgrove; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Discounts on hotel stays

Free gym access

Wellbeing support

Fully funded apprenticeships

Internal development programme

Job summary

Kew Green Hotels is seeking a Nights Guest Service Assistant to support overnight operations, ensuring safety, brand standards and guest satisfaction.

You will greet late arrivals, serve drinks from the residents’ bar, prepare and deliver night menu meals, handle early arrivals, assist with night audits and maintain fire safety. The role requires independence, excellent communication, and comfort with MS Office.

Qualifications

• Experience in a fast-paced, customer-facing role.
• Able to work independently during night shifts.
• Strong communication and guest-service skills.

Responsibilities

• Building relationships with guests and adapting to individual needs.
• Welcoming late arrivals at reception and recognizing VIPs.
• Providing drinks service on the residents’ bar.
• Preparing and delivering food from the 24-hour menu for night arrivals.
• Checking out early arrivals with accurate billing and a positive impression.
• Conducting cleaning and setup to ready the hotel for the next day.
• Supporting the night audit process.
• Ensuring fire and safety requirements are met.

Skills

Customer service

Attention to detail

MS Office

Communication

Tools

MS Office

Job description

Kew Green Hotels is seeking a Nights Guest Service Assistant to support overnight operations, ensuring safety, brand standards and guest satisfaction.

You will greet late arrivals, serve drinks from the residents’ bar, prepare and deliver night menu meals, handle early arrivals, assist with night audits and maintain fire safety. The role requires independence, excellent communication, and comfort with MS Office.