Night Guest Services Manager

Who are weAs part of the Hilton Worldwide brand, we want to be the first choice for guests and team members alike. By joining the Hampton by Hilton, you will gain unparalleled access to an array of rich experiences, knowledge and opportunities that will prove valuable to your personal and professional growth. The Hampton by Hilton London Docklands hotel with 209 rooms is located close to ExCel London and London City Airport.

Role Responsibilities

• Schedule the nights team, allocating tasks fairly and monitoring the standards of completed tasks, to ensure that optimal level of productivity is delivered and in line with Company standards.
• Be familiar with the business, including arrivals, departures, and special requests.
• Effectively manage all no-shows, late arrivals, deposits, and charges.
• Ensure that all customer requests and queries are responded to promptly and effectively, and keep all areas clean and tidy at all times.
• Follow the company standards and procedures for guest arrivals and departures.
• Deal with guest complaints in a friendly and efficient manner, ensuring guest satisfaction at all times.
• Train and motivate colleagues.
• Ensure all cash, charge, float, and till procedures are carried out.
• Follow night audit procedures and generate the relevant reports for each department.
• Run the relevant backup.
• Ensure that all guests are safe and comfortable.
• Adhere to health and safety, fire safety, and security procedures while providing excellent customer service.
• Complete all security tasks thoroughly and diligently.
• Operate the hotel’s Front Office system efficiently and in line with Company standards.

Key Requirements

• Supervisory experience or be a strong front office or nights team member in a hotel.
• Great communication skills to provide a welcoming experience for our guests.
• Flexibility to enjoy working night shifts (weekends will be included).
• Ability to recognize customer wants and needs.
• Good people skills to work well in a team.
• Genuine interest in serving customers, especially during night shifts.
• Organized and able to work well under pressure and multitask in a fast-paced environment.
• Ensure prompt resolution of customer complaints.
• Experience working alone or with a small team.
• Responsible and trustworthy, as you will be responsible for the safety of all guests in-house, as well as your own and the team’s.

Benefits

• Competitive salary.
• Excellent ongoing support, training, and development.
• 28 days holiday including Bank Holidays per annum.
• Stakeholder Pension entitlement.
• Discounted hotel room rates for you, your friends, and family across our hotels.
• Opportunities for professional growth and development.

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