At a Glance
- Tasks: Lead the night guest experience, ensuring outstanding service and team support.
- Company: Kew Green Hotels is a fast-growing hotel group with a focus on detail and guest satisfaction.
- Benefits: Enjoy travel discounts, flexible hours, mental health support, and opportunities for growth.
- Other info: Inclusive workplace; adjustments available during recruitment.
- Why this job: Join a fun, dynamic team dedicated to excellence and innovation in hospitality.
- Qualifications: Proven leadership experience, excellent customer service skills, and a love for people.
The predicted salary is between 30000 - 42000 £ per year.
We’re looking for a confident and hands‑on Guest Service Manager (Nights) to lead our overnight operation and create a safe, seamless and memorable guest experience from dusk till dawn.
Working closely with the Hotel Manager as part of the Guest Service management team, you’ll take ownership of the hotel during out‑of‑hours operation. Through visible leadership, you’ll guide and support your night team, ensuring every guest interaction reflects our brand standards and delivers genuine hospitality.
About the Role
You’ll lead the nights team, ensuring every guest receives exceptional service in a calm, safe and well‑managed environment.
Key responsibilities include:
- 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.
About You
You’re a natural leader who thrives on responsibility. Calm under pressure and solutions‑focused, you create a reassuring environment for both guests and colleagues.
We’re looking for someone who brings:
- 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.
- Calm and reliable, particularly in high‑pressure or challenging situations.
- A genuine love of people and creating positive guest experiences.
Benefits
- Career development through fully funded apprenticeships and our internal development programme.
- Discounts on hotel stays and a variety of major retailers, restaurants and days out.
- Free use of our gyms, pools, and leisure facilities.
- 24/7 access to wellbeing, financial, and legal support.
At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at recruitment@kewgreenhotels.com - we’re here to support you.
Who are Kew Green Hotels?
Kew Green Hotels is one of the UK’s leading hotel management companies, operating a diverse portfolio of global brands. We’re a people‑driven business that’s passionate about performance, guest experience, and creating hotels and teams that make us proud.
Learn more about who we are and what drives us at www.kewgreenhotels.com
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Guest Service Manager (Nights) employer: Crowne Plaza Liverpool John Lennon Airport
Kew Green Hotels is an exceptional employer, offering a vibrant work culture that prioritises employee growth and development. As a Guest Service Manager (Nights), you will benefit from fully funded apprenticeships, discounts on hotel stays, and access to wellness support, all while leading a dedicated team in creating memorable guest experiences. With a commitment to inclusivity and a focus on performance, Kew Green Hotels provides a rewarding environment for those passionate about hospitality.
Contact Details:
Crowne Plaza Liverpool John Lennon Airport Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Service Manager (Nights)
✨Tip Number 1
Familiarise yourself with the specific guest services offered at Kew Green Hotels. Understanding their unique offerings will help you demonstrate your knowledge during interviews and show that you're genuinely interested in enhancing the guest experience.
✨Tip Number 2
Network with current or former employees of Kew Green Hotels. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach and stand out as a candidate.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully managed teams in the past. Highlighting your ability to motivate and develop staff will resonate well with the hiring team, as they value strong leadership.
✨Tip Number 4
Showcase your problem-solving skills by preparing examples of how you've handled guest complaints or challenging situations in previous roles. This will demonstrate your capability to maintain high service standards under pressure.
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 supervisory positions you've held, particularly in hospitality, and showcase your customer service skills.
Craft a Compelling Cover Letter:In your cover letter, express your passion for delivering outstanding guest experiences. Mention specific examples of how you've successfully led teams or resolved guest complaints in the past.
Showcase Your Night Owl Qualities:Since this role requires working nights, mention your adaptability to night shifts and any previous experience you have in similar hours. Highlight your ability to remain focused and motivated during these times.
Demonstrate Your Interpersonal Skills:In both your CV and cover letter, illustrate your strong communication and interpersonal skills. Provide examples of how you've built relationships with guests and colleagues to enhance the overall experience.
How to prepare for a job interview at Crowne Plaza Liverpool John Lennon Airport
✨Show Your Passion for Guest Service
Make sure to express your enthusiasm for providing outstanding guest experiences. Share specific examples from your past roles where you went above and beyond to meet guest needs, as this will demonstrate your commitment to the role.
✨Highlight Your Leadership Skills
As a Guest Service Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully motivated and developed team members in previous positions.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss how you handle guest complaints and resolve issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your ability to think on your feet and maintain a positive guest experience.
✨Familiarise Yourself with Technology
Since the role involves using various technologies to enhance guest experiences, be ready to talk about your comfort level with tech. Mention any relevant software or systems you've used in the past and how they improved service delivery.
