Night Guest Services Manager

Night Guest Service Manager - Surrey - Prestigious Hotel - Up To £38,000

We are seeking a Guest Service Manager (Nights) to join the exceptional team at a luxury hotel, located in a tranquil yet dynamic area. This renowned hotel combines timeless elegance with contemporary luxury, offering an exclusive and personalised guest experience. Known for its world-class service, the property provides an ideal setting for both relaxation and bespoke hospitality. As a key member of the team, you will play an integral role in ensuring that every guest's experience is nothing short of extraordinary.

Position Overview: As the Guest Service Manager (Nights), you will lead the Front of House operation during the night shift, ensuring the smooth running of all areas and providing exceptional service to our guests. You will anticipate guest needs, offer seamless service, and create a warm, welcoming atmosphere from arrival to departure.

Key Responsibilities:

• Oversee the nightly operation of Front of House to ensure smooth service across all guest-facing areas.
• Provide leadership, support, and guidance to the team, ensuring a cohesive and high-performing environment.
• Address and resolve guest complaints or concerns, ensuring customer satisfaction and follow-up with the General Manager as necessary.
• Maintain a visible presence in the lobby, greeting guests and ensuring all VIP guests are met and welcomed.
• Foster high engagement with guests, ensuring their comfort and promoting the hotel's services and facilities.
• Train and monitor the team's performance, conducting daily checks and ensuring standards are met.
• Produce daily reports and a briefing sheet for the team, ensuring clear communication and operations.
• Coordinate with all departments to anticipate and fulfill guest needs.
• Conduct daily inspections of Front of House, Back Office, and guest rooms to ensure standards are maintained.
• Serve as an ambassador of the hotel, living the brand values through exceptional guest service.
• Ensure compliance with health and safety regulations, and stay updated with required certifications.
• Assist with other duties as needed, demonstrating flexibility to cover the hotel's operational needs.

Qualifications & Desirables:

• Degree in Hospitality or a related field.
• Previous experience in a 5-star environment, preferably in a Duty Manager role.
• Strong customer orientation with a passion for providing a tailored guest experience.
• Excellent written and spoken English communication skills.
• Strong organisational skills and the ability to work efficiently under pressure.
• A collaborative team player with excellent interpersonal skills.
• Knowledge of Opera (property management system) is desirable.
• Full, clean driving license.

Offer:

• Complimentary nights with breakfast at other hotels within the collection.
• 50% F&B discount at selected restaurants.
• Employee referral bonuses and incentives schemes.
• Contributory pension scheme.
• Life assurance coverage for all team members.
• Uniform provided and laundered.
• Complimentary meals while on duty.
• Access to team areas with complimentary internet.
• Interest-free Season Ticket Loan and Cycle to Work scheme.
• Occupational Health services, including subsidised massage treatments and health clinics.
• Complimentary eye test for VDU users.

If you are passionate about providing outstanding service and leading a team in a luxury hospitality environment, we would love to hear from you. Apply now to become part of an exceptional team dedicated to creating unforgettable experiences for the guests.