Job Title: Night Supervisor
Salary: £34k per annum
Contract Type: Permanent, Full Time
Hours: 44 hours per week
This role is based on-site at Langdale Hotel and Spa, Ambleside, LA22 9JD.
Role Summary
The Night Supervisor plays a key role in the safe, secure and effective overnight operation of the Langdale Estate.
Working as part of the Estate Night Team, the Night Supervisor provides hands-on supervision and leadership to the Night Porters, coordinates overnight Front of House activity and acts as a senior point of contact for guests and colleagues during the night.
The role requires someone who is confident making decisions, responding to emergencies, resolving guest issues and ensuring that operational, security and financial procedures are completed accurately. The Night Supervisor will lead by example, maintaining a visible presence across the Estate and ensuring consistently high standards of guest service, safety and presentation.
Key Responsibilities
Night Operations & Team Supervision
Supervise the Night Team and coordinate the smooth running of overnight operations across the Estate.
Allocate nightly duties and ensure Night Porters complete all tasks and checks to the required standard.
Maintain a visible leadership presence and provide guidance and support to team members throughout the shift.
Coordinate Front of House activities with other departments to ensure an effective handover between evening, night and morning operations.
Support the development and performance of Night Team members through coaching, training, feedback and appropriate delegation.
Assist with scheduling and deployment of the Night Team to ensure appropriate operational coverage.
Ensure quieter periods are used productively, with appropriate operational, cleaning, preparation and security duties completed.
Place appropriate departmental orders, including supplies for staff vending machines, ensuring suitable stock levels are maintained.
Escalate significant operational, people or guest issues to the appropriate manager.
Guest Experience
Deliver exceptional overnight guest service, ensuring guests receive a welcoming, professional and responsive service throughout the night.
Act as a senior point of contact for overnight guest requests, enquiries, concerns and complaints.
Take ownership of guest issues and seek to resolve them wherever reasonably possible, escalating significant or unresolved matters to Guest Services or the appropriate manager.
Support overnight arrivals and departures and ensure guests receive the appropriate assistance.
Provide overnight hospitality support, including refreshments where required.
Maintain the presentation and cleanliness of public and guest-facing areas throughout the night.
Prepare conference, meeting and event spaces to the required guest specification and ensure they are ready for use.
Support decisions regarding guest relocations where there are room issues or the Estate is operating at capacity.
Coordinate agreed relocations sensitively and effectively, ensuring Guest Services and other relevant departments are fully updated.
Security, Safety & Emergency Response
Take a lead role in the overnight security of the Estate, ensuring the safety of guests, colleagues and property.
Carry out and oversee regular security patrols and safety checks across the Estate.
Monitor CCTV and respond appropriately to any security concerns or unusual activity.
Respond calmly and effectively to overnight incidents and emergencies.
Coordinate the initial response to medical emergencies, fire alarms, evacuations and other significant incidents in accordance with company procedures.
Ensure incidents are appropriately recorded, reported and escalated.
Maintain an awareness of activity across the Estate and take appropriate action where safety, security or guest welfare may be compromised.
Ensure Night Team members understand and follow relevant emergency, security and health and safety procedures.
Night Audit & Financial Responsibilities
Complete and oversee the overnight audit process within the Property Management System (PMS).
Ensure room accounts and bills are appropriately checked and closed for the night to support an efficient checkout process for the morning Reception Team.
Identify discrepancies or outstanding issues and take appropriate action or escalate them for investigation.
Prepare daily PMS reports and operational summaries for relevant departments, including Front Office, Food & Beverage and Housekeeping.
Ensure financial and operational information is accurate and appropriately handed over to the relevant morning teams.
Maintain appropriate confidentiality and security when handling guest, operational and financial information.
Communication & Handover
Maintain clear communication between the Night Team and other operational departments.
Provide an accurate and comprehensive morning handover covering significant guest matters, incidents, security concerns, outstanding actions and operational issues.
Ensure relevant managers are informed promptly of serious incidents or matters requiring immediate attention.
Maintain appropriate written records and incident reports.
Act as a professional representative of Langdale throughout the night and ensure the Night Team maintains the same standard.
Our Ideal Candidate
A confident and approachable supervisor who is comfortable taking responsibility when senior managers may not be immediately available.
Friendly, welcoming and naturally guest-focused.
Able to lead, motivate and support colleagues while maintaining clear expectations and standards.
Calm and composed under pressure, particularly when dealing with emergencies, difficult situations or guest complaints.
Confident making sensible operational decisions and knowing when an issue needs to be escalated.
Proactive and self-motivated, with the ability to identify what needs to be done without waiting for instruction.
Organised and able to prioritise multiple operational requirements during a night shift.
Comfortable working with computer systems and completing financial and operational audits accurately.
Reliable, flexible and comfortable working overnight shifts, weekends and bank holidays.
Committed to maintaining high standards of safety, security, professionalism and guest service.
Previous experience in hospitality, Front Office, nights, security or a supervisory position would be advantageous, although attitude, judgement and leadership capability are equally important.
What We Offer
Be our guest with a yearly complimentary stay in our Langdale hotel, B&B rate for one night.
Get fit for free with complimentary access to our Fitness and Leisure Facilities.
Get fed for free with meals available in our staff canteen.
Get recognised with a chance to win cash prizes through Guest Nominations and for colleagues voting you a Langdale Superstar.
Get a bonus of up to £300.00 with out Refer a Friend scheme.
Get support with access to our confidential and impartial Employee Assistance Program (EAP) supported by our team of trained Mental Health First Aiders.
Get it for less with staff discounts in Wainwrights Inn, Brimstone Spa, Brimstone Hotel and Stove Restaurant alongside external discounts such as Kendal Physio, Windermere cruises and B&Q trade.
Get security after 6 months of service, you will gain enhanced Sick Pay and Life cover up to twice your salary.
Equal Opportunity Employer
Langdale is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. We're committed to fostering an inclusive workplace where unique backgrounds, perspectives, and talents flourish. Our dedication to diversity fuels innovation, ensuring we remain at the forefront of our industry. Join us and be a part of a team that celebrates differences, creating a brighter, more diverse future together.
Working conditions
This role is based on-site at Langdale Hotel and Spa, Ambleside, LA22 9JD.
Staff accommodation or relocation support may be available for exceptional candidates.
All candidates must have the legal right to live and work in the UK at the start of employment.
Company overview
Set in the heart of the English Lake District and surrounded by breath-taking scenery the Langdale Estate offers a choice of luxury hotel, self-catering and timeshare accommodation, spa experiences and therapies, restaurant, and bar.
At Langdale we pride ourselves on giving our guests an exceptional service and so we want people who want to make a difference, who care about creating a guest experience that is unique and memorable.
Purpose, vision & values
Timeshare owners and Guests should be at the centre of everything that we do.
Our people are important, and we should aim to do our very best by them at all times.
It is incumbent upon us all to ensure that the business is sustainable so that it can deliver the owners needs and ensure that our people prosper.
The natural environment and our communities are central to our thinking at all times.
