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- Tasks: Manage hotel operations and create a welcoming atmosphere for guests.
- Company: Join Eclipse Hotels Group, a family-owned hotel chain with a global presence.
- Benefits: Enjoy discounted stays, employee perks, health plans, and excellent training opportunities.
- Why this job: Be part of a team that values True Hospitality and makes memorable guest experiences.
- Qualifications: Previous hotel experience and strong customer service skills are essential.
- Other info: Flexible night shifts and a chance to mentor fellow team members.
The predicted salary is between 28800 - 43200 £ per year.
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 Poole. 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 Night 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.
Join us and enjoy the following 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
What will your key responsibilities and duties be:
- 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’s 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.
How will you achieve this?
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.
- 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.
What we are looking for:
- 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.
Night Guest Service Manager employer: Eclipse Hotels Group
Contact Detail:
Eclipse Hotels Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Night Guest Service Manager
✨Tip Number 1
Familiarise yourself with the specific hotel brand's values and service standards. Understanding the ethos of Eclipse Hotels Group and their commitment to True Hospitality will help you align your approach during interviews.
✨Tip Number 2
Network with current or former employees of the hotel group. They can provide valuable insights into the company culture and expectations, which can be beneficial when discussing your fit for the role.
✨Tip Number 3
Prepare to discuss your experience in managing night operations specifically. Highlight any relevant situations where you successfully handled guest concerns or operational challenges during night shifts.
✨Tip Number 4
Showcase your customer service skills by preparing examples of how you've gone above and beyond for guests in previous roles. This will demonstrate your alignment with the hotel's focus on creating memorable experiences.
We think you need these skills to ace Night Guest Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in hotel management, particularly in night operations. Emphasise your customer service skills and any previous roles that involved supervising a team.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your understanding of the role. Mention specific experiences that demonstrate your ability to create a warm atmosphere and manage night operations effectively.
Highlight Key Skills: In your application, focus on key skills mentioned in the job description, such as communication, organisation, and attention to detail. Provide examples of how you've successfully used these skills in past roles.
Showcase Your Understanding of True Hospitality: Demonstrate your alignment with the company's values by discussing how you embody 'True Hospitality'. Share examples of how you've made a positive difference in guests' experiences in previous positions.
How to prepare for a job interview at Eclipse Hotels Group
✨Showcase Your Customer Service Skills
As a Night Guest Service Manager, exceptional customer service is key. Prepare examples of how you've gone above and beyond for guests in previous roles. Highlight your ability to create a warm atmosphere and memorable experiences.
✨Demonstrate Your Multi-tasking Abilities
This role requires juggling various tasks, from managing the reception desk to overseeing food and beverage services. Be ready to discuss how you handle multiple responsibilities efficiently, especially during busy periods.
✨Familiarise Yourself with Front Office Systems
Since the job involves using Front Office systems, brush up on your knowledge of these tools. If possible, mention specific systems you've used before and how they helped improve operations or guest experiences.
✨Emphasise Your Leadership Qualities
You'll be supervising a team, so it's important to convey your leadership style. Share experiences where you've mentored others or resolved conflicts, showcasing your ability to build strong rapport with both guests and team members.
