We are looking for a highly skilled and motivated Front Office Night Supervisor to lead and coordinate our night shift team, ensuring exceptional guest service and smooth hotel operations during overnight hours. This is a hands-on leadership role, ideal for candidates with strong supervisory skills and in-depth knowledge of front office procedures.
Key Responsibilities:
Night Shift Supervision & Operations
* Lead, motivate, and supervise the night shift team, including Night Porters, ensuring all tasks are completed efficiently and to the highest standard.
* Oversee guest check-ins, check-outs, and night servicing, maintaining excellent customer service and operational efficiency.
* Monitor room availability, key control, guest mail, and messages to ensure smooth operations.
* Authorize discounts, paid-outs, and follow hotel credit and billing policies.
* Maintain accurate night audit procedures, including reconciliation of cash, credit card, car park, and minibus revenue.
* Ensure proper communication with day staff through handovers and trace reports.
* Proactively identify areas to improve guest service, team productivity, and night shift operations.
Guest Liaison & Problem Resolution
* Act as Duty Manager in the absence of the Night Manager, handling guest concerns, complaints, and VIP services professionally.
* Address outbooking situations, flight delays, and other guest emergencies promptly.
* Maintain strong communication with department heads regarding guest requests, staffing, and incidents.
Front Office Technology & Administration
* Operate and maintain hotel reservation systems, switchboards, alarm systems, key programmers, and other Front Office equipment.
* Ensure system backups are performed and maintained accurately.
* Supervise filing systems, trace reports, and proper documentation for accounting and auditing purposes.
Security, Health & Safety
* Ensure the safety and security of guests, staff, and hotel assets during night operations.
* Monitor hotel checks, lost & found procedures, and potential hazards, taking corrective action when needed.
* Uphold hotel fire, emergency, and bomb procedures and ensure all staff adhere to health and safety regulations.
* Maintain the highest standards of employee conduct, appearance, and professionalism.
Additional Responsibilities
* Assist the Night Manager and support colleagues in other departments when required.
* Accept flexible scheduling to ensure uninterrupted guest service.
* Continuously improve departmental efficiency and maintain knowledge of hotel policies, procedures, promotions, and corporate programs.
Requirements:
* Proven experience in front office operations, ideally in a supervisory or night management role.
* Strong leadership and team management skills.
* In-depth knowledge of hotel reservation systems and front office technology.
* Excellent problem-solving, communication, and guest service skills.
* Ability to handle high-pressure situations calmly and effectively.
* Flexibility to work overnight shifts, weekends, and holidays.
If you are passionate about hospitality, enjoy leading a dynamic team, and thrive in a fast-paced environment, join us and help deliver an exceptional guest experience every night.
Job Type: Full-time
Pay: £12.90 per hour
Expected hours: 40 per week
Benefits:
* Canteen
* Employee discount
* Free parking
* On-site parking
Language:
* English (preferred)
Work Location: In person