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- Tasks: Manage overnight guest services across multiple hotels, ensuring high-quality service and operational support.
- Company: Join Criterion Hospitality, a vibrant property company with a diverse London hotel portfolio.
- Benefits: Enjoy flexible working hours, a collaborative team culture, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values innovation and delivers exceptional guest experiences.
- Qualifications: Experience in a Night Manager role, strong communication skills, and a commitment to safety and service.
- Other info: Opportunity to work across various locations and develop a versatile skill set.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for an experienced Cluster Night Guest Service Manager to strengthen our overnight operations across our London portfolio. This role is essential to ensure consistent, high-quality service delivery while supporting the sustainability of our lean night team structure. You will help cover holiday, sickness, and peak demand across cluster hotels and Zedwell locations, supporting our strategy of building a flexible, cross-trained night team capable of working at any site as needed.
Key Responsibilities
- Deliver excellent overnight guest service across multiple hotels in the Criterion Hospitality portfolio.
- Provide operational cover across cluster hotels and Zedwell properties, ensuring seamless handovers and consistent service standards.
- Support the night teams with on-the-job training and reinforcement of procedures, ensuring consistent standards and compliance.
- Carry out nightly audits, security checks, and patrolling duties as required.
- Handle guest issues, complaints, and emergencies professionally and proactively.
- Support in managing and maintaining accurate overnight records, reports, and handovers.
- Ensure Health & Safety, fire, and security procedures are always followed.
- Assist in driving a shared identity and collective responsibility culture across all night teams.
- Promote teamwork by supporting colleagues in other hotels as part of the cross-trained cluster structure.
- Act as the senior person on duty overnight, making sound operational decisions as required.
- Support the Area GMs in achieving operational and budget targets, including managing casual and FTE shift allocations.
Key Requirements
- Prior experience in a Night Manager or Night GSM role in hospitality, ideally across multiple sites or brands.
- Strong understanding of overnight hotel operations, security, and guest service expectations.
- Ability to work independently and confidently make operational decisions.
- Flexible mindset with willingness to work across multiple hotel locations as part of a cluster team.
- Excellent communication and interpersonal skills.
- Strong organisational skills and attention to detail.
- Ability to train and support other team members to ensure shared standards.
- Commitment to delivering a safe and welcoming environment for guests and staff.
About Criterion Hospitality
Criterion Hospitality is a dynamic, entrepreneurial property company known for its diverse London hotel portfolio, including the Zedwell brand. We are committed to innovative service delivery, high operational standards, and fostering a collaborative, cross-functional team culture.
Cluster Night Guest Service Manager employer: Criterion Hospitality
Contact Detail:
Criterion Hospitality Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Cluster Night Guest Service Manager
✨Tip Number 1
Familiarise yourself with the specific hotels in the Criterion Hospitality portfolio. Understanding their unique features and guest expectations will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Network with current or former employees of Criterion Hospitality. They can provide valuable insights into the company culture and operational practices, which can help you tailor your approach and stand out as a candidate.
✨Tip Number 3
Highlight your experience in managing night operations across multiple sites. Be prepared to discuss specific examples of how you've successfully handled guest issues or emergencies, as this will showcase your ability to thrive in a fast-paced environment.
✨Tip Number 4
Demonstrate your commitment to teamwork and cross-training by sharing examples of how you've supported colleagues in previous roles. This will align with Criterion Hospitality's focus on building a flexible, collaborative night team.
We think you need these skills to ace Cluster Night Guest Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in night management or guest services. Emphasise any roles where you've worked across multiple sites or brands, as this is crucial for the Cluster Night Guest Service Manager position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for hospitality and your understanding of overnight operations. Mention specific examples of how you've delivered excellent guest service and supported team training in previous roles.
Highlight Key Skills: Focus on skills that align with the job description, such as operational decision-making, communication, and organisational abilities. Use bullet points to make these stand out and ensure they are easily identifiable.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the role.
How to prepare for a job interview at Criterion Hospitality
✨Showcase Your Night Operations Experience
Make sure to highlight your previous experience in a Night Manager or similar role. Discuss specific examples of how you've successfully managed overnight operations and maintained high service standards across multiple sites.
✨Demonstrate Problem-Solving Skills
Prepare to discuss how you've handled guest complaints and emergencies in the past. Share specific instances where you made sound operational decisions under pressure, showcasing your ability to remain calm and effective during challenging situations.
✨Emphasise Teamwork and Flexibility
Since this role involves working across multiple hotels, it's important to convey your willingness to collaborate with different teams. Talk about your experiences in promoting teamwork and how you've supported colleagues in various settings.
✨Highlight Training and Development Abilities
Discuss your approach to training and supporting team members. Provide examples of how you've reinforced procedures and ensured compliance, demonstrating your commitment to maintaining consistent standards across the night teams.
