Guest Service Manager Job at Holiday Inn Birmingham Bromsgrove (East Kilbride)

Guest Service Manager

Holiday Inn Birmingham Bromsgrove

Location:
United Kingdom , East Kilbride

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

28516.80 GBP / Year

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Job Description:

We’re looking for a confident and hands-on Guest Service Manager (Nights) to lead our overnight operation and create a safe, seamless and memorable guest experience from dusk till dawn. Working closely with the General Manager as part of the Guest Service management team, you’ll take ownership of the hotel during out-of-hours operation. Through visible leadership, you’ll guide and support your night team, ensuring every guest interaction reflects our brand standards and delivers genuine hospitality.

Job Responsibility:

Managing overnight operations including cash handling, reporting and handovers, while ensuring outstanding service is delivered to guests throughout the night
Providing full guest services where practical, including bar service, room service and guest support
Carrying out all Night Audit procedures accurately and in line with expectations
Being a visible and reassuring presence for guests, creating confidence and trust during overnight stays
Engaging with late arrivals and overnight guests, building relationships and adapting your approach to meet individual needs
Taking ownership of guest concerns and resolving issues effectively, ensuring follow-up where required
Conducting regular security and safety checks, maintaining a secure environment for guests, colleagues and the hotel
Ensuring full compliance with health, safety, hygiene and fire regulations at all times
Leading, coaching and developing the night team to deliver consistent service excellence and reflect our values and culture

Requirements:

Experience in a senior guest service or operational role (e.g. Front Office Manager/Supervisor, Duty Manager or similar)
Strong leadership and communication skills, with the ability to motivate and develop a team
A passion for delivering exceptional guest experiences, with the ability to anticipate needs and resolve issues confidently
Proactive and resourceful, able to make sound decisions independently
Good commercial awareness, with an understanding of hotel KPIs and cost control
Confidence using systems and technology to support operations and reporting
Calm and reliable, particularly in high-pressure or challenging situations
A genuine love of people and creating positive guest experiences

What we offer:

Career development through fully funded apprenticeships and our internal development programme
Discounts on hotel stays and a variety of major retailers, restaurants and days out
Free use of our gyms, pools, and leisure facilities
24/7 access to wellbeing, financial, and legal support

Additional Information:

Job Posted:
May 05, 2026

Expiration:
May 15, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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