Night Guest Service Manager in London

Eclipse Hotels Group is an international family-owned hotel group headquartered in West London. Our company’s current portfolio includes brands such as Holiday Inn, Holiday Inn Express and CiTi Hotels, located across the UK, Europe and the Caribbean.

An excellent opportunity has arisen for an experienced Night Guest Service Manager at our Holiday Inn Express in Cardiff Airport. You will have the opportunity to join a developing employer who has the passion and drive to deliver first-class service and a quality employee experience.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As our Nights Guest Services Manager you’ll deliver this through managing all aspects of the day-to-day operations of the hotel. You’ll also create the warm atmosphere that makes our guests feel at home in any location. In addition to this, you will have an excellent eye for detail and exemplary customer service skills.

Benefits

• Discounted Hotel Rooms at 5000+ IHG Hotels worldwide with 50% off Food and Beverage Services
• Employee Assistance and Welfare Program
• Health Plan
• Life Insurance
• Cashback and discounts on leading high street retailers
• Complimentary Meals on duty
• Employee of the Month and Employee of the Year celebrations
• Recommend a friend scheme
• Excellent Training & Development

Key Responsibilities and Duties

• Create a warm welcome to everyone and set the tone for each of our guests’ experience.
• Ensure that our guests experience a smooth Check-in and Check-out process (Including Group Check-ins).
• Multi-tasker! Coverage of the reception desk, kitchen, bar and restaurant.
• Be able to answer our hotel calls in a professional yet welcoming manner.
• Supervise the running of our Night Audit process.
• Ensure that our Front Office and lobby area are kept clean & tidy.
• Support your colleagues from other departments by setting up/clearing down of any of our food & beverage outlets (Including conference & events).
• Conduct regular security walks around our hotel.
• Mentor and act as a point of support for all our Night Guest Experience Agents.

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every Team Member throughout our brand of hotels. Each hotel delivers True Hospitality in their own way, making them unique. At the heart of it is our key core service skills.

Core Service Skills

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with our guests.
• True Confidence: having the knowledge and skills to perform your role, and giving our guests the confidence that they can trust you, to help and support them during their stay.
• True Listening: focusing on what our guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• True Responsiveness: providing our guests with what they need, and doing so in a timely and caring manner.

Qualifications

• Previous hotel experience as a Night Manager or Night Receptionist or other similar roles, ideally from a branded hotel background, with a strong knowledge of Front Office systems.
• Experience in offering exceptional customer service.
• A basic understanding of food safety.
• Understanding the needs of supervising a Team on a daily basis.
• Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and other Team Members.
• A clear understanding of the need for night-time work.
• Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail; Proficient in Microsoft Word, Excel, PowerPoint presentations.
• A fully clean driving license to chauffeur our guests to the local airport (Airport located hotels only).

We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes an inclusive, people-focused culture.