guest services Birmingham, England
Job description
This role is it for you?
As a Nights Guest Service Manager, you will oversee the night time operation of a busy city centre hotel. Working alongside 2 or 3 team members per shift you will take ownership for the comfort, relaxation and safety of all our guests throughout the night. You will be positive and driven and a true brand ambassador for the Holiday Inn Express.
Guiding and supporting the nights team you will continuously deliver exceptional guest service at all times, dealing with problems both operational and financial resolving any issues efficiently ensuring a smooth handover between the day and night function of the hotel.
What you’ll be doing as a Night Guest Service Manager
- Ensuring that all guests experience an outstanding level of service during out-of-hours
- Ensuring that every guest experiences a safe visit, exceeding all expectations surrounding cleanliness
- Engage, build and develop relationships with late check-in guests, assessing their needs and flexing style and approach appropriately
- Ensuring all repeat guests, priority members and VIP’s receive recognition and appreciation
- Being attentive to all guests and looking for opportunities to up-sell and make recommendations to enhance their experience
- Responding to any guest complaints (hopefully these will be far and few between because of how incredible the service is you are delivering!) and finding ways to turnaround any negative feedback
- Processing telephone or walk-in reservations accurately
- Looking for ways to deliver continuous improvements to the guest experience.
- Working on our Holiday Inn Express inclusive Breakfast, we can have up to 400 guests to feed some mornings.. all some guests want is a coffee and a smile
What’ll make you a great fit
- It doesn’t matter where you’ve gained your experience, as long as you are driven and have incredible customer service abilities and confidence to anticipate and deliver on guests needs
- You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
- You’ll love people – and as a result, have great interpersonal and communication skills
- Details? You love them! You’ll be incredibly attentive with guests as a result
- Flexible and able to remain focused on results under pressure and to challenging deadlines
- Self-motivated and confident
- Hard-working but FUN!
The benefits
- Employee and Family and Friends discounts in hotels across IHG hotels
- Progression and room to grow, with opportunities across the UK and internationally
- Flexible working hours.
- Being part of a great team
- Recognition for a job well done with a thanks and money
Our Hotel
- We are a busy 250 bedroom Hotel situated in a great City centre location
- We are a team of 25 plus other departments
- We go above and beyond for our team and guests
- We expect our team members to be great in all areas of the Hotel so we offer a fabulous induction, training and a mentor to help you through those first few weeks
Shifts
- 11pm-7am are the main shifts we offer but you could be asked to work different hours to suit the business needs/requirements
- We do a 1 week rota in advance, so you would always know your shifts in advance
We hope we are right for each other and we look forward to speaking to you soon.. good luck!
Job Types: Full-time, Permanent
Salary: £11.75 per hour
Benefits:
- Employee discount
Schedule:
- 8 hour shift
- Night shift
Experience:
- Management: 1 year (preferred)
Work Location: In person
