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- Tasks: Manage night team, ensure guest satisfaction, and handle customer queries efficiently.
- Company: Join Hampton by Hilton, a part of Hilton Worldwide, known for exceptional guest experiences.
- Benefits: Enjoy competitive salary, 28 days holiday, and discounted hotel rates for friends and family.
- Why this job: Perfect for those who thrive in fast-paced environments and love helping others at night.
- Qualifications: Supervisory experience or strong front office skills; great communication and people skills required.
- Other info: Flexible night shifts, including weekends; must be responsible for guest safety.
The predicted salary is between 30000 - 42000 £ per year.
As part of the Hilton Worldwide brand, we want to be the first choice for guests and team members alike. By joining the Hampton by Hilton, you will gain unparalleled access to an array of rich experiences, knowledge and opportunities that will prove valuable to your personal and professional growth. The Hampton by Hilton London Docklands hotel with 209 rooms is located close to ExCel London and London City Airport.
Role Responsibilities
- Schedule the nights team, allocating tasks fairly and monitoring the standards of completed tasks, to ensure that optimal level of productivity is delivered and in line with Company standards.
- Be familiar with the business, including arrivals, departures, and special requests.
- Effectively manage all no-shows, late arrivals, deposits, and charges.
- Ensure that all customer requests and queries are responded to promptly and effectively, and keep all areas clean and tidy at all times.
- Follow the company standards and procedures for guest arrivals and departures.
- Deal with guest complaints in a friendly and efficient manner, ensuring guest satisfaction at all times.
- Train and motivate colleagues.
- Ensure all cash, charge, float, and till procedures are carried out.
- Follow night audit procedures and generate the relevant reports for each department.
- Run the relevant backup.
- Ensure that all guests are safe and comfortable.
- Adhere to health and safety, fire safety, and security procedures while providing excellent customer service.
- Complete all security tasks thoroughly and diligently.
- Operate the hotel's Front Office system efficiently and in line with Company standards.
Key Requirements
- Supervisory experience or be a strong front office or nights team member in a hotel.
- Great communication skills to provide a welcoming experience for our guests.
- Flexibility to enjoy working night shifts (weekends will be included).
- Ability to recognize customer wants and needs.
- Good people skills to work well in a team.
- Genuine interest in serving customers, especially during night shifts.
- Organized and able to work well under pressure and multitask in a fast-paced environment.
- Ensure prompt resolution of customer complaints.
- Experience working alone or with a small team.
- Responsible and trustworthy, as you will be responsible for the safety of all guests in-house, as well as your own and the team's.
Benefits
- Competitive salary.
- Excellent ongoing support, training, and development.
- 28 days holiday including Bank Holidays per annum.
- Stakeholder Pension entitlement.
- Discounted hotel room rates for you, your friends, and family across our hotels.
- Opportunities for professional growth and development.
Night Guest Services Manager employer: Focus Hotels Management Limited
Contact Detail:
Focus Hotels Management Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Night Guest Services Manager
✨Tip Number 1
Familiarise yourself with the Hampton by Hilton brand and its values. Understanding their commitment to guest satisfaction and team member development will help you align your approach during interviews and discussions.
✨Tip Number 2
Highlight your supervisory experience or relevant front office skills in conversations. Be ready to share specific examples of how you've effectively managed teams or handled guest complaints, as this will demonstrate your capability for the role.
✨Tip Number 3
Showcase your flexibility and willingness to work night shifts. Since this role requires working during unsociable hours, expressing your enthusiasm for night work can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your organisational skills and ability to multitask under pressure. The role demands a high level of efficiency, so be ready to provide examples of how you've successfully managed multiple responsibilities in a fast-paced environment.
We think you need these skills to ace Night Guest Services Manager
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Night Guest Services Manager position. Tailor your application to highlight relevant experience and skills that match these criteria.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your supervisory experience, communication skills, and ability to work under pressure. Use specific examples from previous roles to demonstrate your suitability for the position.
Write a Compelling Cover Letter: In your cover letter, express your genuine interest in serving customers during night shifts. Highlight your flexibility, people skills, and any relevant experiences that showcase your ability to manage guest requests and complaints effectively.
Proofread Your Application: Before submitting your application, proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a managerial role.
How to prepare for a job interview at Focus Hotels Management Limited
✨Know the Company Inside Out
Before your interview, make sure you research Hampton by Hilton thoroughly. Understand their values, mission, and what sets them apart in the hospitality industry. This will help you demonstrate your genuine interest in the role and align your answers with their expectations.
✨Showcase Your Supervisory Skills
As a Night Guest Services Manager, you'll need to manage a team effectively. Be prepared to discuss your previous supervisory experience, including how you've motivated and trained team members. Use specific examples to illustrate your leadership style and how it has positively impacted guest satisfaction.
✨Demonstrate Problem-Solving Abilities
Expect questions about handling guest complaints and difficult situations. Prepare examples of how you've resolved issues in the past, focusing on your ability to remain calm under pressure and find effective solutions that ensure guest satisfaction.
✨Highlight Your Flexibility and Teamwork
Working night shifts requires adaptability and strong teamwork skills. Be ready to discuss your experience working in fast-paced environments, especially during night hours. Emphasise your ability to collaborate with colleagues and maintain high standards of service even when working alone.
