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- Tasks: Lead the night guest experience, ensuring outstanding service and team support.
- Company: Join Kew Green Hotels, a vibrant hospitality brand focused on guest satisfaction.
- Benefits: Enjoy flexible hours, travel discounts, and exclusive retail perks.
- Why this job: Be part of a fun, dynamic team that values excellence and personal growth.
- Qualifications: Proven leadership experience and exceptional customer service skills required.
- Other info: Opportunities for progression and international training available.
The predicted salary is between 30000 - 42000 £ per year.
This role is all about the guest and delivering an outstanding service for them during the night. As a Guest Services Manager, you are responsible for managing all guest operations, guiding and supporting a team of Guest Service Assistants. Through hands-on leadership, you will ensure your team delivers an outstanding guest experience, one that consistently achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improving the guest experience.
What you’ll be doing:
- To lead the Guest Experience function at the hotel, ensuring all guests receive an outstanding level of service through the night.
- Offering full services, wherever practical, to all residents; including bar service, 24-hour room service and guest information.
- Carrying out all Night Audit procedures.
- Ensuring that every guest experiences a safe visit, conducting regular security and clock rounds.
- Engage, build and develop relationships with any late arrival guests, assessing their needs and flexing style and approach appropriately.
- Demonstrate and lead by example in the execution of being attentive to all guests.
- Accurately and promptly fulfilling guest requests.
- Understanding and anticipating guest needs.
- Maintaining a high level of knowledge which will enhance the guest experience.
- Demonstrating a service attitude that exceeds expectations.
- Take appropriate action to resolve guest complaints.
- Lead, motivate and develop any Nights Guest Experience colleagues to support with continuing service excellence and demonstration of our company values and culture.
What’ll make you a great fit:
- You’ll need to be a night owl given the hours you’ll be working.
- It doesn’t matter where you’ve gained your supervisory experience, as long as you have proven leadership experience and incredible customer service abilities.
- You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless.
- Forward-thinking and innovative.
- Financially and commercially astute.
- You’ll love people – and as a result, have great interpersonal and communication skills.
- Details? You love them! You’ll be incredibly attentive with guests as a result.
- Flexible and able to remain focused on results under pressure and to challenging deadlines.
- Self-motivated and confident.
- Hard-working but FUN!
Do you enjoy travelling? A fun weekend away? We’ve got you covered with preferential rates. Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts? We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn’t all about work). Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate? FREE membership to the Leisure Club. Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips! KewFest, Employee Appreciation Week, and Awards evening are all annual events. Progression and room to grow, with opportunities across the UK and internationally. Flexible attitude and working hours. Mental Health Support with our 24/7, 365 Employee Assistance Line.
Guest Service Manager (Nights) employer: Courtyard by Marriott London Gatwick
Contact Detail:
Courtyard by Marriott London Gatwick Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Service Manager (Nights)
✨Tip Number 1
Familiarise yourself with the hotel’s brand values and service standards. Understanding what makes their guest experience unique will help you align your approach during interviews and discussions.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in high-pressure situations. Highlighting your ability to motivate and develop staff will resonate well with the hiring team.
✨Tip Number 3
Demonstrate your tech-savviness by researching the tools and systems used in the hospitality industry. Being able to discuss how you can leverage technology to enhance guest experiences will set you apart.
✨Tip Number 4
Prepare to discuss your strategies for handling guest complaints effectively. Providing specific examples of how you've turned negative experiences into positive outcomes will showcase your customer service expertise.
We think you need these skills to ace Guest Service Manager (Nights)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in guest services and leadership roles. Emphasise any specific achievements that demonstrate your ability to enhance guest experiences, especially during night shifts.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership style. Mention how you plan to create a positive work culture and improve guest experiences, aligning with the company's values.
Highlight Relevant Skills: In your application, focus on skills that are crucial for the role, such as problem-solving, communication, and adaptability. Provide examples of how you've successfully managed teams and resolved guest complaints in the past.
Show Enthusiasm for the Role: Express your excitement about working nights and your commitment to delivering outstanding service. Mention any personal qualities that make you a great fit for the role, such as being self-motivated and fun-loving.
How to prepare for a job interview at Courtyard by Marriott London Gatwick
✨Showcase Your Leadership Skills
As a Guest Service Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led a team in the past, focusing on how you motivated and developed your colleagues to achieve excellent service.
✨Emphasise Customer Service Experience
This role is all about delivering outstanding guest experiences. Be ready to discuss specific instances where you've gone above and beyond for customers, highlighting your problem-solving skills and ability to anticipate guest needs.
✨Familiarise Yourself with Night Operations
Since this position involves night shifts, it's crucial to understand the unique challenges of managing guest services during these hours. Research common issues that arise at night and think about how you would handle them effectively.
✨Demonstrate Your Tech Savviness
The job description mentions the use of technology to enhance guest experiences. Be prepared to discuss any relevant tech tools or systems you've used in previous roles, and how they improved service delivery or operational efficiency.