Night Guest Service Manager

2 weeks ago

Leeds, Leeds, United Kingdom RBH Hospitality Management Full time
Night Guest Service Manager - The Met Hotel Leeds

JOIN OUR FAMILY

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

We're thrilled to be undergoing an exciting transformation at The Met Hotel in 2025, with a full renovation set to elevate our guest experience. As part of this journey, we're looking for a passionate Night Guest Service Manager to lead our overnight operations and help deliver exceptional service to our guests.

This is a unique opportunity to join a dynamic team, oversee a key part of our guest experience, and be at the forefront of shaping the future of our newly refurbished hotel. If you're a proactive leader with a passion for hospitality and are ready to make an impact, we want to hear from you

AN EVENING IN THE LIFE OF A NIGHT GUEST SERVICE MANAGER AT THE MET HOTEL, LEEDS

As our Night Guest Service Manager, you'll be at the helm of operations during the overnight hours, ensuring that our hotel continues to deliver the same high-energy, customer-focused service our guests expect, even while they're winding down. You'll oversee the night team, manage guest requests, and ensure everything runs seamlessly. With your leadership, our guests will feel secure, cared for, and supported at every moment of their stay, no matter the hour.

Reporting to our Front Office Manager, you can expect your working day to include:

  • Lead and inspire the Night Team: Take charge of supervising, mentoring and motivating the night shift team to deliver a vibrant and personalised service, ensuring that every guest interaction meets the highest standards of service.
  • Elevate the Guest Experience: You'll be the go-to person for any guest requests, inquiries, or concerns during the night, making sure each guest feels valued, and their needs are met quickly and professionally, leaving them with an exceptional impression of the hotel
  • Oversee Financial and Operational Accuracy: Lead the night audit process with precision, ensuring the accurate and timely completion of financial transactions, reporting and compliance within the hotel.
  • Safeguard Hotel Operations: Take responsibility for the security and safety of the hotel, utilising systems and procedures to monitor and respond to any incidents, maintaining a secure environment for all guests.
  • Be the problem solver: When challenges arise, you'll handle them with confidence and creativity, ensuring guest satisfaction and operational efficiency. You'll know when to think on your feet and will lead your team through any issues with calmness and clarity.
  • Bridge the Day & Night Experience: Collaborate closely with the Front Office Manager and Guest Service Managers to ensure smooth communication and a seamless transition of responsibilities, ensure continuity in service and operations.
  • Uphold Hotel Culture & Standards: Promote and enforce all hotel policies and procedures, ensuring that every guest experience reflects the values of the hotel whilst maintaining operational excellence.
  • Empower Your Team: Lead by example and provide guidance to the night team, encouraging them to embrace the hotel's culture, develop their skills, and contribute to a positive and engaged work environment.

WHAT WE NEED FROM YOU

We hire mostly on personality & potential but here are a few of our requirements...

To succeed in the role of Night Guest Service Manager, you will need the following qualities and skills:

  • Previous experience in a hotel or lifestyle environment, with at least 1-2 years in a supervisory or management role.
  • Strong leadership, communication, and interpersonal skills.
  • A passion for delivering unforgettable guest experiences and creating a welcoming atmosphere.
  • Ability to think quickly and creatively when solving problems.
  • Comfortable working in a dynamic and fast-paced environment.
  • Knowledge of hotel management software and understanding of accounting principles.
  • A proactive and solutions-focused mindset, with excellent organisational skills.
  • Availability to work overnight shifts, including weekends and holidays.
  • A hands-on approach and a desire to contribute to the team's success.

WHAT WE OFFER

You will have access to a benefits package we believe truly works for our people

  • Discounted hotel room rates for you and your friends & family
  • An additional days leave for your birthday
  • Enhanced Maternity, adoption & shared parental leave
  • Course Sponsorship
  • 30% F&B discount at RBH hotels
  • Refer a Friend scheme (earn 250 for each referral up to 5 referrals)
  • Wagestream - choose how and when you get paid
  • Life Insurance
  • Employee Assistance Programme
  • Social and wellness events and activities all year round
  • Free meals on duty saving you over 1000 per year

And much much more

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact careers@rbhmanagement.com

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