Cluster Night Guest Service Manager

We are looking for an experienced Cluster Night Guest Service Manager to strengthen our overnight operations across our London portfolio. This role is essential to ensure consistent, high-quality service delivery while supporting the sustainability of our lean night team structure.

You will help cover holiday, sickness, and peak demand across cluster hotels and Zedwell locations, supporting our strategy of building a flexible, cross-trained night team capable of working at any site as needed.

Key Responsibilities

• Deliver excellent overnight guest service across multiple hotels in the Criterion Hospitality portfolio.
• Provide operational cover across cluster hotels and Zedwell properties, ensuring seamless handovers and consistent service standards.
• Support the night teams with on-the-job training and reinforcement of procedures, ensuring consistent standards and compliance.
• Carry out nightly audits, security checks, and patrolling duties as required.
• Handle guest issues, complaints, and emergencies professionally and proactively.
• Support in managing and maintaining accurate overnight records, reports, and handovers.
• Ensure Health & Safety, fire, and security procedures are always followed.
• Assist in driving a shared identity and collective responsibility culture across all night teams.
• Promote teamwork by supporting colleagues in other hotels as part of the cross-trained cluster structure.
• Act as the senior person on duty overnight, making sound operational decisions as required.
• Support the Area GMs in achieving operational and budget targets, including managing casual and FTE shift allocations.

Key Requirements

About Criterion Hospitality

Criterion Hospitality is a dynamic, entrepreneurial property company known for its diverse London hotel portfolio, including the Zedwell brand. We are committed to innovative service delivery, high operational standards, and fostering a collaborative, cross-functional team culture.