Nest Manager The First Group

The Nest Manager is responsible for the seamless day-to-day operation of the Executive Lounge and Bulter Services, ensuring exceptional service standards in both Front Office, Bulter and F&B functions. This role leads and supports the Nest (Executive Lounge) team, fosters guest satisfaction, ensures compliance with hotel standards, and acts as a key point of contact for VIP and Elite guests. The Nest Manager also assumes a leadership role in the absence of the Front Office Manager.

Responsibilities:

• Supervise all Nest (Executive Lounge) associates, ensuring adherence to hotel policies, procedures, and service standards.
• Oversee both Reception, Bulter Team and F&B operations within the lounge, ensuring smooth, professional, and guest-focused service at all times.
• Perform front desk duties when needed, ensuring prompt check-in/check-out and accurate handling of guest accounts.
• Personally welcome and ensure a smooth arrival experience for VIPs, IHG Elite, and The First Group Hospitality owners.
• Coordinate with the culinary team to ensure timely buffet setup, presentation, and replenishment based on guest flow.
• Provide accurate recommendations and information about the hotel, ongoing promotions, and the local area.
• Lead the training and development of Nest team players through structured on-the-job training, daily briefings, and skill refreshers.
• Promote the IHG & The First Group Hospitality loyalty programs, encouraging team participation to meet enrollment targets.
• Monitor guest satisfaction scores and implement strategies for continuous improvement.
• Ensure shift handovers, checklists, and reporting procedures are completed accurately and on time.
• Maintain compliance with cash handling, PCI standards, and food safety regulations.
• Update guest profiles with preferences and special requests for future stays.
• Prepare daily reports and communicate key updates to other departments and the Executive Office.
• Support a culture of empowerment and service excellence across the team.
• Act as the department leader in the absence of the Front Desk Manager or Front Office Manager.

• Minimum 2 3 years of experience in a similar position or guest-facing role within luxury hospitality.
• Strong leadership and communication skills with a passion for guest service.
• Proficient in OPERA, Empower Guest Experience, and other front office systems.
• Ability to lead a diverse team and manage operations independently.
• Detail-oriented, organized, and flexible to meet dynamic business needs.