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Guest service manager (nights)

Chester
Kew Green Hotels
Guest service manager
Posted: 25 August
Offer description

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

1. Lead the Guest Experience function at the hotel, ensuring all guests receive outstanding service during the night.
2. Offer full services, including bar service, 24-hour room service, and guest information.
3. Carry out all Night Audit procedures.
4. Ensure every guest experiences a safe visit by conducting regular security and clock rounds.
5. Build and develop relationships with late arrival guests, assessing their needs and adapting your approach.
6. Demonstrate and lead by example in guest service execution.
7. Be attentive to all guests and promptly fulfill requests.
8. Understand and anticipate guest needs.
9. Maintain a high level of knowledge to enhance the guest experience.
10. Exceed guest expectations with a positive service attitude.
11. Resolve guest complaints effectively.
12. Lead, motivate, and develop Night Guest Experience colleagues to support service excellence and embody company values.

We welcome candidates with proven leadership experience and excellent customer service skills, regardless of where you've gained supervisory experience. We utilize lots of technology to make your job easier and improve guest experiences. We're forward-thinking, innovative, financially savvy, and love working with people. Attention to detail, flexibility, self-motivation, confidence, and a fun attitude are essential.

Joining Kew Green Hotels means being part of a growing global company with endless opportunities in the UK and abroad. We offer discounts on hotels, retail, restaurants, and events, along with various employee benefits such as free leisure club membership, training, and development programs, and annual events like KewFest and Employee Appreciation Week. We value your work-life balance and provide mental health support through our 24/7 Employee Assistance Line.

At Kew Green Hotels, we believe that the details matter. We trust our teams to find innovative ways to deliver outstanding service, and in return, we offer a competitive benefits package and career development opportunities across our portfolio of leading hotel brands, including IHG, Marriott, Wyndham, and Hilton.

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