Guest Service Manager; Nights

This role? It’s ALL about the guest and delivering an outstanding service for them during the night.

As a Guest Services Manager, you are responsible for managing all guest operations, guiding and supporting a team of Guest Service Assistants. Through hands-on leadership, you will ensure your team delivers an outstanding guest experience, one that consistently achieves all brand and company metrics and objectives. You will coach, support and engage your team and support the creation of a positive work culture that is focused on excellence, as well as seeking strategies for continuously improving the guest experience.

What you’ll be doing

• To lead the Guest Experience function at the hotel, ensuring all guests receive an outstanding level of service through the night
• Offering full services, wherever practical, to all residents; including bar service, 24-hour room service and guest information
• Carrying out all Night Audit procedures
• Ensuring that every guest experiences a safe visit, conducting regular security and clock rounds
• Engage, build and develop relationships with any late arrival guests, assessing their needs and flexing style and approach appropriately
• Demonstrate and lead by example in the execution of
• Being attentive to all guests
• Accurately and promptly fulfilling guest requests
• Understanding and anticipate guest needs
• Maintaining a high level of knowledge which will enhance the guest experience
• Demonstrating a service attitude that exceeds expectations
• Take appropriate action to resolve guest complaints
• Lead, motivate and develop any Nights Guest Experience colleagues to support with continuing service excellence and demonstration of our company values and culture.

What’ll make you a great fit

Our amazing benefits