Guest Service Manager Night

RBH Hospitality

  • London
  • Permanent
  • Full-time
  • 12 days ago
JOIN USAt 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 HOTELA central London hotel near Southwark Tube station with free WiFi and free breakfast. Holiday Inn Express® London - Southwark hotel is based in central London, near the Tate Modern. To the hotel is a quick walk from Southwark and Blackfriars Tube stations for easy access around the capital, and the Southwark Tube station gets you to London City Airport in less than half an hour. Within easy reach, the expansive Borough Market offers artisan treats, produce and specialty products, while a 30-minute walk along the River Thames takes you to the iconic Big Ben and Westminster Abbey. Or hop on the Tube to be there in 10 minutes. Business guests are within a 20-minute walk of The Shard and the London Stock Exchange.OUR BENEFITSYou 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)
  • Flexible working arrangements
  • 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!AN EVENING IN THE LIFE OF GUEST SERVICE MANAHER NIGHT AT OUR HOTELWhat you'll be doing... * Are you a night owl who loves the quiet buzz of the late hours? Join our team and keep the magic of the hotel running smoothly while the world sleeps!
  • Welcome late-arriving guests with a friendly smile and help them settle in, handling check-ins, check-outs, and everything in between.
  • Handle night audits and end-of-day reports, keeping things organised and ready for the morning crew.
  • Be the go-to for any guest requests during the night, whether it’s room service or an extra pillow, bringing comfort even in the wee hours.
  • Keep the lobby and public areas tidy and welcoming, setting up the hotel for a fresh start each morning.
  • Train and mentor, the guest service team, Foster a positive, empowered, and collaborative work culture with regular coaching and performance support.
  • Oversee the guest service team on duty, including system opening/closing, accurate billing, and maintaining guest records. Ensure processes are efficient, professional, and aligned with IHG - Holiday Inn Express and brand standards. Ensure all relevant paperwork is completed in line with financial standards.
  • Strong organisation skills, consensus building skills, effective conflict management skills and affective change management skills
  • Act as a brand ambassador by embodying the HIEX style, promote IHG One Reward membership and engage guests with a personalized, energetic approach.
  • Motivate the Guest Service Assistans to meet upselling targets by offering room upgrades and additional services.
  • Ensure front desk operations meet safety protocols, lead emergency procedures when required, and uphold a secure environment for guests and staff.
  • Support on day-to-day shift activities, including breakfast setup.
  • Guide and support team members through coaching and on-the-job training, ensuring high service standards and professional development.
  • Proactively respond to guest feedback and handle any issues with confidence, ensuring every experience is memorable for the right reasons.
  • Manage inventory and stock levels across F&B outlets.
  • Maintain cleanliness and safety standards throughout all service areas in line with health, safety, and IHG brand compliance.
  • Ensure health & safety standards are strictly followed during the night.
  • Monitor guest feedback and make improvements to enhance the offering.
  • Go the extra mile for special requests, adding that extra touch to make guests’ stays memorable.
  • Coordinate with the early morning team to hand off a seamless shift, so everyone’s ready to take on the day.
WHAT WE NEED FROM YOU * Experience in a manager role preferably in hospitality.
  • A natural night owl who’s comfortable working through the late hours.
  • Friendly and welcoming, ready to offer service with a smile—even at 3 a.m.
  • Good with numbers and detail-oriented, especially when handling nightly audits and reports.
  • Reliable and calm under pressure, able to manage guest needs and unexpected situations.
  • Team player who can work independently, setting the stage for a smooth start in the morning.
  • High energy and adaptability, thriving in the quiet but active world of night shifts.
EQUAL OPPORTUNITIESRBH 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 .

RBH Hospitality