Purpose of the Role
The primary purpose of this role is to ensure the smooth operation of the hotel during night hours by delivering exceptional guest service, maintaining safety and security standards, and supporting operational readiness for the next day. This role covers both Night Duty Manager and Night Porter responsibilities, requiring professionalism, initiative, and excellent communication skills.
Key Responsibilities
Guest Service & Front Desk Operations
* Welcome guests on arrival and ensure smooth, courteous check-in and check-out procedures.
* Handle late arrivals and early departures efficiently.
* Respond promptly and professionally to guest queries, complaints, and special requests, ensuring timely resolution and guest satisfaction.
* Communicate effectively with all departments to ensure guest needs are met (e.g. reservations, housekeeping, maintenance).
* Follow the "5-10 rule" for guest interactions (smile, greet within 5-10 feet).
* Manage room allocations and movements to maximize occupancy and efficiency.
* Support guests with bar service, room service, and any overnight requests.
Night Duty Manager Responsibilities
* Take overall responsibility for the security and fire safety of the building.
* Lead in the event of fire evacuations or emergency situations.
* Address and manage guest complaints and noise issues during the night.
* Perform regular floor and safety walks throughout the night to maintain property standards and security.
* Manage late check-ins/check-outs as needed.
* Complete the Night Audit and prepare the Daily Brief for the following day's operations.
* Charge new bookings made via SynXis and process through Opera PMS.
* Manage OTA (Online Travel Agency) platforms by responding to guest queries and feedback.
* Apply any fines or additional charges to guest accounts in preparation for departure.
Night Porter Responsibilities
* Assist the Night Duty Manager in security and fire safety monitoring.
* Act as fire marshal support during emergencies.
* Serve at the late-night bar and deliver in-room dining orders.
* Clean and maintain both guest-facing and staff areas during the night shift.
* Support and manage late-night conferences or events as required.
* Prepare park tickets and distribute to guests per reservation.
* Review "stay & play" bookings for accuracy.
* Prepare and communicate breakfast and dinner information for guests.
* Create and distribute signage for upcoming conferences or events.
Operational Support & Administration
* Assist with reservations via phone, email, and walk-ins in the absence of the reservations team.
* Liaise with housekeeping regarding room moves, late departures, and extended stays.
* Report all maintenance issues clearly and follow up on completion.
* Maintain fully stocked and organised front desk and back office areas for the next shift.
* Ensure completion of checklists and nightly handover reports.
Teamwork & Self-Management
* Work closely with all departments to ensure guest satisfaction.
* Be flexible and ready to assist across departments when required.
* Comply with company uniform, timekeeping, and conduct policies.
* Demonstrate professionalism in radio and face-to-face communications.
* Take part in training and development opportunities to improve service delivery.
Required Skills & Experience
* Previous experience in a front desk, night porter, or duty management role (preferred).
* Familiarity with Opera PMS and SynXis booking systems.
* Ability to remain calm under pressure and handle complaints diplomatically.
* Strong interpersonal and customer service skills.
* Confidence in decision-making and taking initiative during quiet or emergency periods.
* Basic food & beverage service knowledge and food hygiene awareness.
* Physically fit and able to conduct regular patrols and perform cleaning tasks.
Job Type: Permanent
Work Location: In person