Night Assistant Guest Services Manager

  • The Emory
  • Guest Experience and Services
  • Full time

Night Assistant Guest Services Manager

The Emory

A fantastic opportunity has arisen for a passionate and motivated Night Assistant Guest Services Manager to join the opening Guest Services team at The Emory.

The Maybourne is proud to introduce a new architectural landmark to London. The final project designed by the late Lord Richard Rogers, The Emory will be an exclusive, world-class hub of art and culture which marks the addition of a modern masterpiece to the group's global luxury estate. Situated on Knightsbridge and overlooking Hyde Park, The Emory will present 60 extraordinary suites set over 8 floors and a spectacular penthouse occupying the entire 9th floor.

Main Duties & Responsibilities

As Night Assistant Guest Services Manager, you will represent management at night, maintain standards by liaising with all hotel departments to ensure efficiency, and assuring the security of all guests and the Hotel.

Main responsibilities of the role include but are not limited to:

  • To represent management for The Emory during the night and be responsible for all staff on site.
  • To head and take part in the efficient running of the Front Desk and reservations desk, enforcing Policies and procedures of The Emory.
  • To be fully conversant with Opera Cloud and follow LQA/ Forbes/ Maybourne’s standards of work for the Front Office.
  • Deal with any guest complaints promptly, efficiently and do service recovery when needed. Ensure all complaints are placed in Knowcross.
  • To settle disagreements or disputes between the night staff and to report them to the head of department concerned.
  • To escort guests to their rooms, in the correct way, ensure that all hotel and in room facilities are explained to LQA/Forbes and Maybourne’s standard.
  • To ensure financials report are accurate and sent on daily basis, to run the night audit in Opera Cloud.

Entry Requirements

Successful candidates for the Night Assistant Guest Services Manager opportunity will demonstrate genuine dedication to The Emory and show a commitment to consistent quality in our product and service.

We anticipate applicants will have previous experience within Reception or Guest Relations and will have worked in a similar role within a luxury hotel environment.

This is an exciting role for a talented individual who is looking for a new challenge and wants to join a fast paced and high performing hotel team renowned for their approach and delivery of unparalleled service.

Benefits Package

Here at Maybourne, we strive to reward our employees for the incredible work they do every single day. In return for your hard work and dedication we offer you:

Financial Stability

  • Excellent salary package.
  • Family Friendly company policies including enhanced Maternity and Paternity Pay.
  • Holiday allowance increase after 3 and 5 years of service.
  • Travel Season Ticket Loans.
  • Pension Scheme*.

Health and Wellbeing Support

  • Subsidised monthly Podiatrist and Masseuse treatments.
  • Flu vaccination vouchers*.
  • Eye test vouchers and contributions towards glasses*.
  • 24-hour colleague assistance helpline.
  • On and off-site Occupational Health Service.
  • Death in Service salary contribution.
  • Various wellbeing activities focused on mental and physical health.
  • A complimentary state-of-the-art all-day dining staff restaurant serving a range of nutritious meals.

Recognition and Career Development

  • Referral Scheme ‘Introduce a Star’.
  • Instant colleague recognition and award programme with generous prizes.
  • Colleague of the month nominations with generous prizes.
  • Additional paid day off to celebrate your Birthday. 
  • Internal transfer and promotion opportunities.
  • In-house training and development team with a strong focus on career progression and personal growth.
  • Long service awards.

Memorable experiences

  • Preferential room rates per overnight stay for yourself or your family across Maybourne.
  • Hotel Guest Experience Stay* including an overnight stay and wining and dining at our renowned restaurants and bars.   
  • 50% Food and Beverage discount* across Maybourne.
  • Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague Children's Party, etc.)
  • Wedding and Baby gifts.
  • Retirement functions.

*Terms and conditions apply to all benefits.

Eligibility

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

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