At a Glance
- Tasks: Lead the night team to ensure a seamless guest experience and manage overnight operations.
- Company: Join Kew Green Hotels, a vibrant and inclusive workplace dedicated to exceptional hospitality.
- Benefits: Enjoy career development, discounts on stays, free gym access, and 24/7 support.
- Other info: Be part of a supportive team that values your growth and wellbeing.
- Why this job: Make a real impact by creating memorable experiences for guests during the night.
- Qualifications: Experience in guest service roles and strong leadership skills are essential.
The predicted salary is between 30000 - 40000 £ 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.
Key responsibilities:
- 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.
Qualifications:
- 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.
Guest Service Manager (Nights) in Lancaster employer: Holiday Inn Lancaster
At Kew Green Hotels, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values inclusivity and personal growth. As a Guest Service Manager (Nights), you will benefit from comprehensive career development opportunities, including fully funded apprenticeships, alongside perks such as discounts on hotel stays and access to leisure facilities. Join us in creating memorable guest experiences while enjoying a supportive environment that prioritises your wellbeing and professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Service Manager (Nights) in Lancaster
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with guests and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or resolved guest issues. Being able to share these experiences confidently will demonstrate your capability as a Guest Service Manager.
✨Tip Number 3
Don’t forget to ask questions during your interview! Inquire about the night team's dynamics or how they handle guest concerns. This shows your interest in the role and helps you gauge if it’s the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Guest Service Manager (Nights) in Lancaster
Some tips for your application 🫡
Show Your Leadership Skills:As a Guest Service Manager, we want to see your leadership style shine through in your application. Share examples of how you've motivated and developed teams in the past, and don’t forget to highlight any experience you have in managing operations during busy times.
Tailor Your Application:Make sure your application speaks directly to the job description. We love it when candidates take the time to align their skills and experiences with what we're looking for, especially around guest service and operational management.
Be Personable:Since this role is all about creating memorable guest experiences, let your personality come through in your written application. We’re looking for someone who genuinely loves people, so don’t be afraid to show your passion for hospitality!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Holiday Inn Lancaster
✨Know Your Stuff
Before the interview, make sure you’re familiar with the hotel’s operations and values. Research Kew Green Hotels and understand their approach to guest service. This will help you align your answers with their expectations and show that you’re genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Guest Service Manager, you’ll need to lead a team effectively. Prepare examples from your past experiences where you’ve successfully motivated and developed a team. Highlight situations where you’ve resolved conflicts or improved service standards, as this will demonstrate your capability to handle the night operations.
✨Be Ready for Scenario Questions
Expect questions that assess how you would handle specific situations, like dealing with a difficult guest or managing a crisis during the night shift. Think through potential scenarios beforehand and prepare your responses, focusing on your problem-solving skills and ability to remain calm under pressure.
✨Emphasise Your Guest-Centric Approach
Since the role revolves around creating memorable guest experiences, be prepared to discuss your passion for hospitality. Share stories that illustrate how you’ve gone above and beyond for guests in the past, and how you plan to bring that same energy to Kew Green Hotels.
