Overnight Guest Services Manager

Kew Green Hotels; Glasgow; Presencial; GBP 32.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discounts on hotel stays

Gym, pool and leisure facilities

24/7 wellbeing support

Fully funded apprenticeships and in‑h‑

Internal development programme

Descripción de la vacante

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

As a natural leader, you will guide and support the night team, deliver genuine hospitality, manage night audit procedures and ensure health, safety

Formación

• Experience in a senior guest service or operational role (e.g., Front Office Manager/Supervisor, Duty Manager or similar).
• Strong leadership and communication skills, with the ability to motivate and develop a team.
• A passion for delivering exceptional guest experiences, with the ability to anticipate needs and resolve issues confidently.
• Proactive and resourceful, able to make sound decisions independently.
• Good commercial awareness, with an understanding of hotel KPIs and cost control.
• Confidence using systems and technology to support operations and reporting.

Responsabilidades

• Managing overnight operations including cash handling, reporting and handovers, while ensuring outstanding service is delivered to guests throughout the night.
• Providing full guest services where practical, including bar service, room service and guest support.
• Carrying out all Night Audit procedures accurately and in line with expectations.
• Being a visible and reassuring presence for guests, creating confidence and trust during overnight stays.
• Engaging with late arrivals and overnight guests, building relationships and adapting your approach to meet individual needs.
• Taking ownership of guest concerns and resolving issues effectively, ensuring follow-up where required.
• Conducting regular security and safety checks, maintaining a secure environment for guests, colleagues and the hotel.
• Ensuring full compliance with health, safety, hygiene and fire regulations at all times.
• Leading, coaching and developing the night team to deliver consistent service excellence and reflect our values and culture.

Conocimientos

Leadership

Communication

Guest service

Night operations

Night Audit procedures

Problem solving

Commercial awareness

Hotel management systems

Herramientas

Hotel management software

Descripción del empleo

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

As a natural leader, you will guide and support the night team, deliver genuine hospitality, manage night audit procedures and ensure health, safety