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- Tasks: Lead the night team to ensure exceptional guest service and manage overnight operations.
- Company: Join Kew Green Hotels, a company dedicated to creating memorable guest experiences.
- Benefits: Enjoy career development, discounts, free gym access, and 24/7 support.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Be a key player in delivering outstanding hospitality during the night shift.
- Qualifications: Experience in guest service roles and strong leadership skills required.
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.
About the Role
You’ll lead the nights team, ensuring every guest receives exceptional service in a calm, safe and well-managed environment. Key responsibilities include:
- 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.
About You
You’re a natural leader who thrives on responsibility. Calm under pressure and solutions-focused, you create a reassuring environment for both guests and colleagues. We’re looking for someone who brings:
- 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) employer: Holiday Inn Swindon
Contact Detail:
Holiday Inn Swindon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Service Manager (Nights)
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry and let them know you're on the lookout for a Guest Service Manager role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to guest service and leadership. Think about your past experiences and how they align with the role. We want you to shine and show off that calm, solutions-focused attitude!
✨Tip Number 3
When you get the chance, visit the hotels you're interested in. Chat with staff and get a feel for the environment. This not only shows your genuine interest but also helps you tailor your approach when applying through our website.
✨Tip Number 4
Follow up after interviews with a thank-you email. It’s a simple gesture that can set you apart from other candidates. Remind them of your passion for creating memorable guest experiences and your eagerness to join their team!
We think you need these skills to ace Guest Service Manager (Nights)
Some tips for your application 🫡
Show Your Leadership Skills: In your application, make sure to highlight your leadership experience. We want to see how you've motivated and developed teams in the past, especially in guest service roles. Share specific examples that demonstrate your ability to create a calm and reassuring environment.
Tailor Your Application: Take the time to customise your application for the Guest Service Manager role. Use keywords from the job description to show that you understand what we're looking for. This will help us see how your experience aligns with our needs.
Be Personable: We love candidates who can connect with people! In your written application, let your personality shine through. Share your passion for delivering exceptional guest experiences and how you build relationships with guests and team members alike.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at Kew Green Hotels.
How to prepare for a job interview at Holiday Inn Swindon
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Guest Service Manager (Nights). Familiarise yourself with the key tasks like managing overnight operations and ensuring guest satisfaction. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
As a natural leader, it's crucial to highlight your experience in managing teams. Prepare examples of how you've motivated and developed staff in previous roles. Discuss specific situations where your leadership made a difference, especially in high-pressure environments, to illustrate your capability.
✨Prepare for Scenario Questions
Expect questions about how you'd handle various guest situations or operational challenges. Think of scenarios where you've resolved issues effectively or provided exceptional service. Practising these responses will help you feel more confident and articulate during the interview.
✨Demonstrate Your Passion for Guest Experience
Make it clear that you have a genuine love for creating positive guest experiences. Share stories that reflect your commitment to hospitality and how you've gone above and beyond for guests in the past. This will resonate well with the interviewers and align with their values.