Ensure that our guests experience a smooth Check-in and Check-out process, including Group Check-ins.
Be a multi-tasker! Cover the reception desk, kitchen, bar, and restaurant.
Answer hotel calls in a professional and welcoming manner.
Supervise the Night Audit process.
Keep the Front Office and lobby area clean and tidy.
Support colleagues from other departments by setting up or clearing food & beverage outlets, including conference and events.
Conduct regular security walks around the hotel.
Mentor and support all Night Guest Experience Agents.
Deliver true hospitality by embodying core service skills:
* True Attitude: Be caring, make a positive difference, build genuine connections.
* True Confidence: Have the knowledge and skills to perform your role and support guests.
* True Listening: Focus on what guests are saying, observe body language, understand needs.
* True Responsiveness: Provide timely and caring service.
As a Nights Guest Services Manager, you will manage daily hotel operations, create a warm atmosphere, and ensure attention to detail and exemplary customer service. Previous hotel experience as a Night Manager or similar role, ideally in a branded hotel, with strong knowledge of Front Office systems, is required.
Additional requirements include:
* Experience in delivering exceptional customer service.
* Basic food safety knowledge.
* Ability to supervise a team daily.
* Proactive, composed, enthusiastic, approachable, and capable of building rapport.
* Understanding of night shift work.
* Excellent communication, organizational, and administrative skills; proficiency in Microsoft Office.
* Valid driving license for guest chauffeur services (if applicable).
Our hotel group, Eclipse Hotels Group, is an international family-owned company headquartered in West London, with brands including Holiday Inn, Holiday Inn Express, and CiTi Hotels across the UK, Europe, and the Caribbean.
Benefits include:
* Discounted hotel rooms at 5000+ IHG Hotels worldwide, with 50% off food and beverage.
* Employee assistance and welfare programs.
* Health plans, life insurance.
* Discounts at high street retailers.
* Complimentary meals on duty.
* Employee recognition programs.
* Referral schemes.
* Training and development opportunities.
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