Night Guest Service Manager

This beautiful hotel work with some of the most talented and unique individuals in their business, who always ensure the extraordinary guest experience of the hotel. It is, after all, their people that bring their vision to life. As a member of our the hotel Family, They will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by their annual personal development planning, tailored learning opportunities and their Academy programs you will be a part of creating a bespoke experience.

As an employee, you are expected to provide guests with a bespoke and memorable experience measured to the highest standards of quality and service delivery. Additionally the execution of your position will be in accordance to the company policies, standards and procedures.

The company values are the fundamental spirit on how we reach our goals. As an ambassador of the hotel chain, you will be entrusted with their values and expected to further enrich the We Care culture: Passion - Personality - Respect - Working Together - Creativity

This job description is intended to illustrate the main duties and responsibilities of the role. It is not intended to be exhaustive and please be advised that the duties and responsibilities may be added on a temporary or permanent basis as appropriate.

Responsibilities
Duty Manager responsibilities – to oversee the nightly running of Front of House in order to ensure a smooth operation in all Front of House areas and ensuring guests receive seamless experiences.
Ultimately responsible for the provision of a seamless guest experience.
Offer support and guidance to the team in order to ensure all team members work as one team to produce an intuitive and seamless service delivery according to all CP standards.
Handle and oversee complaints ensuring appropriate action is taken to resolve these and ensure customer satisfaction. Log all incidents and follow up with the General Manager and the guest.
Ensure a lobby presence at all times especially peak times. Greeting and meeting with guests. Ensuring all VIP Guests are met.
High engagement with guests throughout their stay to make them feel at home and create the warmth of the hotel. In addition promoting hotel services and facilities.
Responsible for the training and performance of the team, ensuring this is carried out and monitored on a daily basis.
Daily reporting – nightly reports
Run end of day using the hotels operating system
Create daily briefing sheet
Send out report pack to HOD’s
To coordinate with all hotel departments by anticipating and communicating guests needs.
Daily Inspection of Front of House/ Back Office areas and guest rooms.
Following up on guest complaints and queries from the day
Live our values on a daily basis through being a brand ambassador.

We look forward to seeing your CV in response to this wonderful opportunity!