Guest Service Manager Nights

This role Its 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 handson 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 youll 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 24hour 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 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.

Whatll make you a great fit

• Youll need to be a night owl given the hours youll be working
• It doesnt matter where youve gained your supervisory experience as long as you have proven leadership experience and incredible customer service abilities
• Youll enjoy using tech we have lots of it to make your life easier and our guests experience more seamless
• Forwardthinking and innovative
• Financially and commercially astute
• Youll love people and as a result have great interpersonal and communication skills
• Details You love them! Youll be incredibly attentive with guests as a result
• Flexible and able to remain focused on results under pressure and to challenging deadlines
• Selfmotivated and confident
• Hardworking but FUN!

At Kew Green Hotels we encourage applications from individuals of all backgrounds and abilities. We aim to create an inclusive workplace for everyone. Should you require any reasonable adjustments throughout the recruitment process please make sure to complete the relevant application questions or contact if you have any questions. We are committed to supporting any adjustments you may need.

Our amazing benefits

• Do you enjoy travelling A fun weekend away Weve got you covered with preferential rates
• Alternatively if we do not have a hotel in that location why not take advantage of our International IHG discounts
• We also have shopping and discount opportunities in retail restaurants and events (because we know life isnt all about work).
• Are your family and friends envious of your deals Why not give them a discount code for hotels throughout the Kew Green Hotels estate
• FREE membership to the Leisure Club
• Progression and room for growth with opportunities in the UK and abroad we have training courses and updates at your fingertips!
• KewFest Employee Appreciation Week and Awards evening are all annual events.
• Progression and room to grow with opportunities across the UK and internationally
• Flexible attitude and working hours.
• Mental Health Support with our 24/7 365 Employee Assistance Line

Who is Kew Green Hotels

Whether we are passing on a sales lead creating an ontrend specials dish or simply looking after guests and employees here at Kew Green we believe that the details matter. We know that each and every member of our team consistently pursue outstanding and we have a firm belief in trusting our teams to find innovative and unique ways to do this. And in return Not only do we offer a highly competitive benefits package but through our career opportunities and development we also support you wholeheartedly in your own personal pursuit of outstanding.

With an evergrowing portfolio and a number of brands across leading hotel chains including IHG Hotels & Resorts Marriott International Wyndham Hotels & Resorts and Hilton what unites us all is our values.

Irrespective of whether we are finding new ways to take care of our guests or supporting departments weve never worked in before here at Kew Green Hotels our obsession over the little details is who we are.

When you join the Kew Green family youll be part of a fastgrowing company that is going global. If youve got ambition we can match it with endless opportunities both in the UK and much further afield.