Job Title: Night Team Member/Receptionist
Department: Front Office
Reports To: Hotel Manager / Front Office Manager
Job Purpose
To provide a professional and welcoming reception service during the night shift, ensuring the safety, security, and smooth operation of the hotel while delivering excellent customer service to all guests.
Key Responsibilities
- Welcome and assist guests in a friendly and professional manner.
- Handle guest check-ins and check-outs during the night shift.
- Respond promptly to guest enquiries, requests, and complaints.
- Answer telephone calls, emails, and online messages professionally.
- Process reservations and amendments as required.
Front Office Operations
- Complete the night audit and ensure all daily transactions are accurately recorded.
- Prepare reports for management and the morning team.
- Process guest payments and maintain accurate records.
- Reconcile cash, card, and online payments.
- Ensure all arrivals, departures, and room allocations are updated in the Property Management System (PMS).
Hotel Security & Safety
- Conduct regular security checks throughout the hotel.
- Monitor CCTV systems and report any suspicious activity.
- Ensure all fire, health and safety procedures are followed.
- Respond appropriately to emergencies and incidents.
- Secure hotel entrances and public areas when required.
Housekeeping & General Duties
- Maintain a clean and tidy reception area.
- Assist with light cleaning duties in public areas where necessary.
- Ensure guest requests are communicated to the relevant departments.
- Prepare handover notes for the morning team.
- Report maintenance issues promptly.
Administration
- Maintain accurate guest records and comply with GDPR requirements.
- Manage OTA and direct booking enquiries received overnight.
- Handle wake-up calls and special guest requests.
- Assist with basic administrative tasks as required.
Skills & ExperienceEssential
- Previous customer service experience.
- Excellent communication and interpersonal skills.
- Good computer literacy and ability to learn hotel systems.
- Strong attention to detail and accuracy.
- Ability to work independently and remain calm under pressure.
- Flexible approach to work and willingness to work night shifts.
Desirable
- Previous hotel reception experience.
- Experience using hotel PMS systems such as Guestline, Hotelogix, Opera, or similar.
- Knowledge of health and safety procedures.
Working Hours
- Typically 10:30 PM to 7:00 AM (or as required by the hotel).
- Includes weekends, bank holidays, and public holidays on a rota basis.
Personal Attributes
- Professional appearance and attitude.
- Reliable, trustworthy, and punctual.
- Excellent customer service skills.
- Strong problem-solving ability.
- Ability to work alone and take responsibility for the hotel during overnight hours.
Pay: £12.71 per hour
Work Location: In person
