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Night Guest Services Manager, Greater London
Client: Holiday Inn Express Limehouse
Location: Greater London, United Kingdom
Job Category: Hospitality
EU work permit required: Yes
Job Reference: 2baebfccea74
Job Views: 6
Posted: 01.03.2025
Expiry Date: 15.04.2025
Job Description:
Position Overview:
The Night Guest Services Manager is responsible for overseeing the smooth and efficient operation of the hotel during the overnight shift. This role is crucial in managing guest services, ensuring safety and security, and supervising the night team to maintain high standards of service. The Night Guest Services Manager is the key point of contact for any issues or emergencies that may arise during the night and works to ensure the guest experience is exceptional.
Key Responsibilities:
* Supervise and lead the night guest services team (Front Desk Agents, Night Guest Services Assistants) to ensure high-quality service delivery.
* Ensure that all guest requests and inquiries are handled promptly and efficiently.
* Address and resolve guest complaints or concerns during the night, ensuring satisfaction and maintaining brand standards.
Night Operations Management:
* Oversee all front desk operations during the night shift, including check-ins, check-outs, and the management of reservations.
* Monitor hotel occupancy and ensure smooth room assignment, making sure that guest needs are met efficiently.
* Handle last-minute bookings or reservations for guests arriving late at night.
* Manage guest feedback and ensure any special requests or needs are attended to.
Security and Safety:
* Ensure the safety and security of guests, staff, and hotel property by supervising the hotel during night hours.
* Conduct regular inspections of the hotel premises, including lobbies, hallways, and external areas, to ensure they are safe and secure.
* Respond effectively to emergency situations, such as fire alarms, medical issues, or security threats, following established protocols.
Financial and Administrative Oversight:
* Oversee night audit processes, ensuring all transactions are accurate and reconciled by the end of the shift.
* Monitor the completion of financial reports, including guest folios, and credit card transactions.
* Ensure the completion of all necessary paperwork for guest transactions, ensuring compliance with hotel policies.
* Assist with the preparation and review of daily reports, revenue reports, and guest-related activities.
Team Supervision and Development:
* Lead and manage the night shift team, providing guidance, training, and feedback to ensure effective performance.
* Assist in recruiting, onboarding, and training new night staff.
* Conduct shift briefings to ensure all team members are aware of key tasks, priorities, and any special guest requirements.
* Foster a positive team environment, ensuring a cooperative and effective night shift team.
Communication:
* Communicate important guest information or issues to other departments (e.g., housekeeping, maintenance) as required.
* Prepare a shift handover report for the morning shift, highlighting any outstanding tasks or guest concerns.
* Maintain clear communication with the management team to report on hotel performance, guest feedback, and issues during the night.
Quality Control:
* Ensure that hotel standards for cleanliness, guest services, and maintenance are met throughout the night.
* Perform quality checks to ensure guest satisfaction, including room inspections or ensuring amenities are in place.
* Ensure the hotel complies with health and safety regulations during night hours.
Special Projects or Events:
* Supervise or coordinate any special events or group activities that take place during the night shift.
* Manage late-night services and requests, including room service, event or meeting room setups, or guest room needs.
Qualifications and Skills:
* Bachelor’s degree in Hospitality Management, Business, or a related field (preferred).
* Proven experience in hotel management or guest services, with at least 2-3 years in a leadership or supervisory role in a hotel environment.
* Strong leadership and interpersonal skills with the ability to motivate and manage a diverse team.
* Excellent problem-solving and decision-making abilities, especially in high-pressure or emergency situations.
* Strong knowledge of front office operations, guest service practices, and hotel management software.
* Outstanding communication skills, both written and verbal.
* Ability to work independently and manage multiple priorities effectively.
* Flexibility to work overnight shifts, weekends, and holidays.
* Ability to maintain a calm and professional demeanor under pressure.
Working Hours:
* Typically overnight shifts (11 PM – 7 AM, or similar) with flexibility to cover weekends and holidays as needed.
Physical Requirements:
* Ability to stand or walk for extended periods.
* Occasional lifting and carrying of items such as guest luggage or hotel supplies.
* Ability to handle multiple tasks and remain calm in a fast-paced environment.
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