Night Guest Services Manager

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Who are we
As 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 are delivered and in line with Company standards.
• To be familiar with the business, including arrivals, departures, and special requests.
• To effectively manage all No shows, late arrivals, deposits and charges.
• To ensure that all customer requests and queries are responded to promptly and effectively and to keep all areas clean and tidy at all times.
• To follow the company standards and procedures for guest arrivals and departures.
• To deal with guest complaints in a friendly and efficient manner, ensuring guest satisfaction at all times.
• Training and motivating colleagues.
• Ensure all cash, charge, float and till procedures are carried out.
• To follow night audit procedures and generate the relevant reports for each department.
• Run the relevant back up.
• Ensure that all guests are safe and comfortable.
• To ensure Health and Safety, fire safety and security procedures are adhered to whilst providing excellent customer service.
• Ensure all security tasks are completed thoroughly and diligently.
• To operate the hotels 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 so you can chat to our guests providing a great welcome and departure.
• Flexibility- to enjoy working night shifts (weekends will be included).
• Ability to recognise what our customers want and need.
• Good people skills - to work well in a team.
• Have a genuine interest in serving customers, at night they can be very different.
• To be organised and able to work well under pressure at times and multi-task in a fast-paced environment.
• Ensure prompt resolution of customer complaints.
• Be used to working alone/ with a limited small team alongside you.
• To be responsible and trustworthy, you will be responsible for all of the guests in house, their safety 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.