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- Tasks: Lead the night team to ensure exceptional guest service and manage overnight operations.
- Company: Join Kew Green Hotels, a supportive and inclusive workplace.
- Benefits: Enjoy career development, discounts, free gym access, and 24/7 support.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a real impact on guest experiences while developing your leadership skills.
- Qualifications: Experience in guest service roles and strong leadership abilities 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 – we’re here to support you.
Guest Service Manager (Nights) in London 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) in London
✨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
Show up at events! Attend job fairs, industry meet-ups, or even local hotel open days. This is your chance to meet potential employers face-to-face and showcase your personality and passion for guest service.
✨Tip Number 3
Prepare for interviews by practising common questions related to guest service management. Think about how you would handle specific scenarios, like dealing with a difficult guest or leading your night team during peak hours.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and take the initiative to connect directly with us.
We think you need these skills to ace Guest Service Manager (Nights) in London
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 high-pressure situations. Share specific examples that demonstrate your ability to create a calm and reassuring environment for both guests and colleagues.
Tailor Your Application: Take the time to tailor your application to our job description. Use keywords from the posting, like 'guest experience' and 'operational role', to show that you understand what we're looking for. This helps us see that you're genuinely interested in the position and have the right skills.
Be Personable: We love a bit of personality! When writing your application, let your genuine love for people and hospitality shine through. Share stories that reflect your passion for creating positive guest experiences, as this is key to what we do at Kew Green Hotels.
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 gives you a chance to explore more about our company culture and values while you’re at it.
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 that assess your problem-solving skills and ability to handle guest concerns. Think of scenarios where you've successfully resolved issues or improved guest experiences. Practising these responses will help you feel more confident during the interview.
✨Demonstrate Your Passion for Hospitality
Let your enthusiasm for creating memorable guest experiences shine through. Share stories that reflect your genuine love for people and hospitality. This will not only make you more relatable but also align you with the company's values and culture.