Job Description
We are seeking a dedicated and professional Night Receptionist to join our team in Manchester, United Kingdom. As a Night Receptionist, you will play a crucial role in ensuring the safety, comfort, and satisfaction of our guests during overnight hours. This position requires a detail-oriented individual with excellent customer service skills and the ability to work independently.
* Welcome guests and handle check-ins and check-outs during night hours
* Process walk-in reservations and manage bookings via phone and email
* Respond to guest inquiries, resolve issues, and address complaints promptly and professionally
* Answer phone calls and direct them appropriately
* Perform end-of-day system closures and associated administrative tasks
* Conduct regular security rounds to ensure the safety of guests and the property
* Support and conduct night audit procedures using the hotel management system
* Generate and review nightly reports
* Make critical decisions regarding guest and building safety during night shifts
* Collaborate with other departments to ensure seamless guest experiences
* Maintain accurate records of all night shift activities and guest interactions
* Assist with early morning breakfast preparation and setup as needed
* Monitor and report any maintenance issues or equipment malfunctions
* Coordinate with housekeeping to ensure rooms are ready for early check-ins
* Manage lost and found items, documenting and securing them properly
Qualifications
* Bachelor's or Associate's degree in Hospitality Management or related field
* Experience in night shift operations within the hotel industry is required for this role
* Excellent command of English, both verbal and written
* Proficiency in hotel management software, preferably Opera Cloud
* Strong problem-solving skills and ability to make decisions independently
* Outstanding customer service orientation with a focus on guest satisfaction
* Excellent communication and interpersonal skills
* Detail-oriented with strong organizational abilities
* Flexibility to work night shifts, weekends, and holidays as required
* Basic computer skills and familiarity with standard office software
* Knowledge of safety and emergency procedures
* Ability to remain calm and efficient under pressure
* Team player with a positive attitude and willingness to support colleagues
Additional Information
Your team and working environment:
You will be working with an established front office team across both properties who will help support your induction into the role.
You will also have access to:
* Complimentary use of our leisure facilities.
* Complimentary stays in our hotels nationwide.
* Complimentary meals on-site in our staff restaurant.
* City Centre parking.
* 50% discount on Accor F&B outlets nationwide.
* Training and Development Opportunities
* The Global Accor Network of over 500,000 Heartists!