Chateau Impney Hotel and Exhibition Centre

Night Manager

As the Night Manager of the Chateau Impney Hotel, part of the Greyfort Group, you will have the vision to develop and mentor a team to become inspiring individuals, providing exceptional customer service and experiences which constantly exceed expectations. The company offers a stylish setting for weddings and events with extensive conferencing and exhibition facilities, including the Regent centre, which is one of the largest exhibition spaces in the West Midlands.

Reports to: Food and Beverage Manager 

Responsible for: Night Team

Hours of work: 40 hours per week, to include weekends and bank holidays 

Key Responsibilities

Team leadership

  • ensure team members have individual performance plans
  • monitor team performance and conduct regular appraisals
  • manage training and development of team members

Customer service

  • To welcome all guests to the Hotel in person or on the telephone in a polite, friendly and professional manner
  • Ensure team members understand customer needs and deliver the expected outcomes
  • Regularly review work processes for areas of improvement
  •  Ensure you comply with the Chateau Impney experience – our customer service directive

Operational management

  • Develop team programmes that support the organisation’s business strategy 
  • Ensure back of house and preparation areas are clean and tidy
  • Ensure all event spaces are set up as required in accordance with company standards
  • Compile weekly departmental rotas in line with business requirements
  • Highlight any issues affecting the business operation of the hotel to your line manager
  • Control departmental payroll spending inline with budgets set by the General Manager
  • Ensure all arriving and departing guests are dealt with according to company policy
  • Take customer reservations for bedrooms and dining over the telephone and in person
  • Assist guests with information about the hotel, its services and the local area
  • Follow up all check ins no later than ten minutes with a check call to ensure guest satisfaction
  • Ensure all reservations are taken and input into the property management system according to company standard
  • Complete security checks throughout your shift in line with your departmental procedures
  • Ensure the adequate completion of all shift procedures whilst you are on duty including assisting with cleaning, meeting and banqueting room set ups and any other reasonable duties assigned to you 
  • To address with priority any issues which could impact on guest satisfaction
  • Ensure all cash in your care is banked and handled according to company procedures
  • Monitor and report on progress towards achievement of plans and strategies 
  • Foster a customer-focused working environment, with clear responsibilities and expectations for team members
  • Understand team strategies and objectives
  • Motivation to learn and constantly improve processes
  • Precise attention to detail
  • The ability to organise multiple work assignments and establish priorities

Relationship management

  • Develop and maintain collaborative relationships with key clients 
  • Establish and maintain active and constructive relationships with other teams in the organisation
  • The people skills required to deal with challenging clients
  • Ability to communicate with employee and clients in a professional and courteous manner
  • Negotiate with others and resolve conflicts, particularly in sensitive situations

Health and safety

  • Ensure staff are informed of and trained in safe practices and procedures in their specific areas of work.
  • Use and store chemicals safely and According to relevant COSHH data sheets

Essential Skills and Qualifications

  • at least 2 years’ experience managing a customer service team 
  • strong motivational and empowerment skills
  • strong communication skills 
  • strong relationship management skills
  • Strong leadership skills 

Essential attributes

  • critical thinking
  • problem solving 
  • conceptual
  • analytical 
  • presentation skills
  • flexibility
  • collaboration
  • IT
  • possesses managerial courage
  • takes initiative
  • works well with all kinds of people
  • remains calm under pressure

Applications by CV and covering letter to Kelly Bayton, email address, hr@greyfort.co.uk

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