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- Tasks: Supervise night front office operations and ensure guest satisfaction.
- Company: Heeton is a fast-growing hotel operator in the UK, focused on memorable guest experiences.
- Benefits: Enjoy exclusive rewards, extra annual leave, and discounted hotel rates for you and friends.
- Why this job: Join a vibrant team, develop your skills, and make a real impact on guest experiences.
- Qualifications: Supervisory experience and a passion for customer service are essential.
- Other info: Conveniently located in central Manchester with excellent transport links.
The predicted salary is between 28800 - 43200 £ per year.
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Night Guest Service Supervisor, you will deliver this by supervising all aspects of the night front office and creating a warm atmosphere that makes our guests feel at home in any location.
Your day-to-day responsibilities include:
- Manage guest requests, inquiries, and complaints promptly and completely.
- Supervise day-to-day staffing needs, plan and assign work, and establish performance and development goals for team members.
- Provide mentoring, coaching, and regular feedback to improve team member performance.
- Complete night audit process in the PMS.
- Ensure your shift team has current knowledge of hotel products, services, pricing, and special promotional offers, as well as daily VIP and special events.
- Monitor compliance of safety policies; ensure staff is properly trained and has the tools and equipment to carry out job duties.
- Ensure your team is properly trained on systems, security, service, and quality standards.
- Support plans to increase occupancy and ADR through walk-ins and upselling at the front desk to maximise sales revenues.
- Ensure your Front Office team delivers great service, professional attention, and personal recognition.
- Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback, and build relationships to drive continuous improvement in guest satisfaction.
- Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies.
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
- Train team members on emergency procedures and serve as a central communications point during emergencies/crises.
- Advise your shift team of any special events or VIP guests in the hotel that day.
- Monitor the appearance, standards, and performance of team members with an emphasis on training and teamwork.
- Maintain the professional appearance of the Front Desk with a focus on hospitality and guest service.
- Perform other duties as assigned. May also serve as Manager on Duty.
What we need from you:
- Keen and willingness to work as part of a team.
- Supervisory experience.
- Customer focused.
- Warmth and impeccable presentation.
- Passion for detail.
- Enthusiasm.
Why you should apply:
- Exclusive access to the employee recognition & reward scheme - Heeton Rewards.
- Service-based annual leave (increasing up to a maximum of 5 extra days).
- Employee & Friends/Family discounted rates at Heeton-operated hotels and IHG employee travel programme.
- Referral scheme.
- Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan, and many more.
- Heeton is an expanding company which offers excellent career, training, and development opportunities.
- Fantastic career potential with one of the UK's fast-growing hotel operators.
- Retention bonus on completion of 3 and 6-month service.
A convenient central Manchester hotel with excellent transport links is a short walk from Manchester city centre. The M60 and M62 motorways are both close by, and Manchester Airport is only 10 miles away. Nearby Manchester Piccadilly station has direct trains to London.
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
Contact Detail:
Heeton UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Night Guest Service Supervisor
✨Tip Number 1
Familiarise yourself with the hotel’s services and amenities. Knowing the ins and outs of what the hotel offers will help you engage with guests more effectively and demonstrate your commitment to providing excellent service.
✨Tip Number 2
Showcase your leadership skills during the interview. Be prepared to discuss specific examples of how you've successfully managed a team, resolved conflicts, or improved guest satisfaction in previous roles.
✨Tip Number 3
Emphasise your customer service experience. Highlight any past roles where you’ve gone above and beyond for guests, as this will resonate well with the expectations of a Night Guest Service Supervisor.
✨Tip Number 4
Prepare to discuss how you would handle specific scenarios that may arise during night shifts, such as guest complaints or emergencies. This will show your ability to think on your feet and maintain a calm, professional demeanour.
We think you need these skills to ace Night Guest Service Supervisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Night Guest Service Supervisor. Highlight your relevant experience in customer service and team supervision in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your supervisory experience, customer focus, and any relevant training or certifications.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and detail. Mention specific examples of how you've successfully managed teams or improved guest satisfaction in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and professional.
How to prepare for a job interview at Heeton UK
✨Showcase Your Supervisory Skills
As a Night Guest Service Supervisor, you'll need to demonstrate your ability to lead a team. Be prepared to discuss your previous supervisory experience and how you've successfully managed staff, set goals, and provided feedback.
✨Emphasise Customer Focus
This role is all about creating memorable experiences for guests. Share examples of how you've gone above and beyond to meet customer needs, handle complaints, and build relationships that enhance guest satisfaction.
✨Demonstrate Your Knowledge of Hotel Operations
Familiarise yourself with the hotel’s products, services, and any special promotions. During the interview, show that you understand the importance of upselling and how it can impact occupancy and revenue.
✨Prepare for Situational Questions
Expect questions that assess your problem-solving skills and ability to handle emergencies. Think of scenarios where you've had to act quickly or manage a crisis, and be ready to explain your thought process and actions.
