Night Guest Service Supervisor

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Night Guest Service Supervisor, youll deliver this by supervising all aspects of the night front office and creating a warm atmosphere that makes our guests feel at home in any location.

Your day-to-day

• Manage Guest requests, inquiries, and complaints promptly and completely
• Supervise day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
• Complete night audit process in the PMS
• Ensure your shift team has current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
• Monitor compliance of safety policies; ensure staff is properly trained and has the tools and equipment to carry out job duties
• Ensure your team is properly trained on systems, security, service and quality standards
• Support plans to increase occupancy and ADR through walk-ins and upselling at the front desk to maximise sales revenues
• Ensure your Front Office team delivers great service, professional attention and personal recognition
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
• Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
• Train team members on emergency procedures and serve as a central communications point during emergencies/crises
• Advise your shift team of any special events or VIP Guests in the hotel that day
• Monitor the appearance, standards, and performance of Team Members with an emphasis on training and teamwork
• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service
• Perform other duties as assigned. May also serve as Manager on Duty

What we need from you

• Keen and willingness to work as part of a team
• Supervisory experience
• Customer focused
• Warmth and impeccable presentation
• Passion for detail
• Enthusiasm

Why you should apply

• Exclusive access to the employee recognition & reward scheme – Heeton Rewards
• Service-based annual leave (increasing up to a maximum of 5 extra days)
• Employee & Friends/Family discounted rates at Heeton-operated hotels and IHG employee travel Programme
• Referral scheme
• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan and many more
• Heeton is an expanding company which offers excellent career, training and development opportunities
• Fantastic career potential with one of the UK's fast-growing hotel operators
• Retention bonus on completion of 3 and 6-month service

A convenient central Manchester hotel with excellent transport links is a short walk from Manchester city centre. The M60 and M62 motorways are both close by, and Manchester Airport is only 10 miles away. Nearby Manchester Piccadilly station has direct trains to London.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process

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