Overnight Guest Experience Manager

Kew Green Hotels; Newton-le-Willows; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Discounts on hotel stays

Gym, pools and leisure facilities

Wellbeing, financial and legal support

Career development through funding and

Internal development programme

Job summary

Kew Green Hotels is seeking a confident and hands-on Guest Service Manager (Nights) to lead the overnight operation and ensure a safe, seamless and memorable guest experience from dusk till dawn. You will work with the Hotel Manager as part of the Guest Service management team, taking ownership during out-of-hours and guiding the night team to reflect brand standards and genuine hospitality.

You will oversee overnight operations including cash handling, reporting, handovers, bar and room service

Qualifications

• Leadership and communication skills required for senior guest service/operational roles.
• Calm under pressure with a solutions-focused mindset.
• Proactive, resourceful, and able to make sound decisions independently.
• Understanding of hotel KPIs, revenue, and cost control.
• Experience in night audits, cash handling and shift handovers.

Responsibilities

• Lead the nights team and manage overnight operations on duty.
• Oversee cash handling, reporting and handovers during the night shift.
• Provide full guest services including bar, room service and guest support as needed.
• Carry out Night Audit procedures accurately and on schedule.
• Be a visible, reassuring presence for guests overnight and handle late arrivals.
• Address guest concerns and ensure effective follow-up and resolutions.
• Conduct regular safety and security checks to maintain a safe environment.
• Ensure health, safety, hygiene and fire regulations are followed.
• Coach and develop the night team to maintain service excellence.

Skills

Leadership

Communication

Calm under pressure

Problem solving

Night operations awareness

KPIs and cost control

Job description

Kew Green Hotels is seeking a confident and hands-on Guest Service Manager (Nights) to lead the overnight operation and ensure a safe, seamless and memorable guest experience from dusk till dawn. You will work with the Hotel Manager as part of the Guest Service management team, taking ownership during out-of-hours and guiding the night team to reflect brand standards and genuine hospitality.

You will oversee overnight operations including cash handling, reporting, handovers, bar and room service