Guest Service Manager

JOIN US

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

Holiday Inn Express London Limehouse is a modern and welcoming hotel located in the heart of East London, offering comfortable accommodation and excellent service to both business and leisure travellers. Our team is dedicated to delivering a great guest experience while maintaining the high standards associated with the Holiday Inn Express brand.

OUR BENEFITS

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

• 30% F&B discount at RBH hotels

• Wagestream - choose how and when you get paid

• 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 A NIGHT GUEST SERVICES MANAGER AT OUR HOTEL

This is a full-time position working night shifts, with a maximum of 48 hours per week.

WHAT YOU'LL BE DOING

• Leading the overnight operation of the hotel and ensuring the highest standards of guest service and safety

• Acting as the main point of contact for guests during the night, handling enquiries, requests and resolving any issues professionally

• Supervising front office operations overnight and ensuring all procedures are completed in line with brand and company standards

• Completing the night audit process by balancing and reconciling daily financial transactions, including room revenue, food and beverage sales, and other charges

• Preparing end of day financial reports for management, ensuring accuracy in accounting records and resolving discrepancies

• Checking in late arrivals, assisting guests with inquiries, and providing overnight front desk support to ensure a seamless guest experience

• Conducting regular security checks throughout the hotel premises to ensure guest and property safety

• Collaborating with the front office and management teams to address any issues identified during the night audit

• Maintaining clear communication with the day team by preparing handover notes and ensuring all relevant information is recorded

• Handling any emergency situations overnight, acting as the main point of contact and coordinating with necessary departments

WHAT WE NEED FROM YOU

• Previous experience in hospitality, ideally within a Front Office or Night Audit role

• Strong attention to detail and accuracy, particularly in financial reconciliation

• Good communication and guest service skills with the ability to handle guest enquiries professionally

• Ability to work independently and manage hotel operations overnight

• Basic IT skills and familiarity with property management systems (PMS)

• Flexibility to work night shifts and the ability to remain focused and productive

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people first culture.

Compensation: Competitive salary