Guest Services Manager - Nights at IHG Career

Manchester, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

14 Jun, 26

Salary

34000.0

Posted On

16 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Night Audit, Cash Count Management, Front Office Support, Guest Welcome, Internal Communication, External Communication, Safety Checks, Team Leadership, Shift Management, Complex Guest Requests, Complaint Resolution, Rota Management, Duty Management, Service Recoveries, Loyalty Schemes, Market Trends Awareness

Industry

Hospitality

Description

We have an amazing opportunity for a Nights Guest Services Manager to join us at Kimpton Clocktower! Salary: up to £34,000.00. We are looking for someone who can work 40 hours per week, 5 days out of 7. Shift times are 22:45-07:15. At Kimpton, our shared mission is to make lives better through heartfelt human connections. This emotional investment drives all that we do, and it’s why you’ll love the work, too. Our colleagues are empowered and encouraged to act from the heart, to go above and beyond to create ridiculously personal experiences for each other and our guests!! Kimpton Clocktower is all about providing a contemporary luxury hotel experience whilst building heartfelt human connections with guests and colleagues – we call it Stay Human. What more could you ask? It’s not just the humans who feel this, we extend this to all our furry friends, because our heartfelt connection does not end with humans! Working at Kimpton is not just about working and it’s certainly not like working at other places. We value personality, individuality, creativity, doing right, continually improving, focus and passion. Our passion is YOU…come as you are! Here, you will have space to: * Be yourself - bringing the real you to work, with your unique personality we want you to be who you are! * Lead yourself – we trust you to make decisions and exert your creativity in order to provide our guests with heartfelt human connections, we trust you to do right! * Make it count – you matter, and we will provide you with all the tools you need in order to create ridiculously personalised experiences for our guests every day! As a Nights Guest Services Manager your main duties and responsibilities will be: * Supporting the Night Audit and closing of our outlets, managing the end of night cash count, and highlighting any discrepancies * Working to support the Front Office Lead by ensuring any late arrivals are met with a genuine welcome and that their needs are attended throughout the night (No detail is too small, and no request is too large) * Communicating internally within the front office and externally, both with the wider hotel team and immediate locale, to ensure the safety of our guests and team members throughout the night (completing relevant safety checks as required) * Ensuring all Team Members have completed relevant training and are confident with all aspects of their role – you will be someone who enjoys to lead and motivate your team! * Managing the shift you are working, dealing with complex guest requests or complaints and making sure all tasks within the Team have been completed. You will also be responsible for the Nights rota ensuring the correct cover. So, we are looking for someone who has… * Front Office duty management and team leadership experience for 2+ years in a property of similar size & standard * Depth of experience dealing with complex service recoveries, you will be someone who is confident to make decisions regarding guest complaints to ensure a positive outcome for the guest and leading our team by example * Proven track record with success at working with loyalty schemes and enrolments * Have an awareness of market trends and the ability to implement new initiatives * Good understanding of systems to support driving results, experience working with opera would be a plus * Overall, a willingness to help out across our hotel departments to ensure our guests are receiving a 5-star personalised service throughout their stay! So, what’s in for you: * Becoming part of the IHG Hotels & Resorts family, one of the world’s leading hotel companies - which means global opportunities * IHG has been recognised as a ‘Best Employer 2025’ in the UK by Mercer. * Extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice * Meals whilst on duty * 28 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (Pro Rated) * We provide every colleague company sick pay and life insurance * Amazing discounts for our hotels and restaurants around the world * Discounts from over 15,000 stores – all the way from retail to cinema * Don’t forget, bring your friends and take part in our generous ‘Refer a Friend’ programme! If you are someone who likes to march to the beat of their own drum and wants to join a company which encourages authentic individuality, apply today to join us as a Guest Services Manager! You must meet the legal requirements to work in the UK. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

Responsibilities

The role involves supporting the Night Audit and outlet closing procedures, including managing end-of-night cash counts and addressing discrepancies. Key duties also include supporting the Front Office Lead by welcoming late arrivals and ensuring guest needs are met throughout the night.