Front Office Assistant Nights

JOB OVERVIEW

To co-operate and work with departmental colleagues and team members across the
business, carry out tasks as designated and manage the practical aspects of overnight
guest service in an organised, structured and professional way.

As a key point of contact throughout the night, you will create a calm, welcoming and
reassuring environment for our guests. You will manage late arrivals and early
departures, respond to guest enquiries and concerns, and ensure the property remains
safe, secure and well-presented while most guests are asleep.

Night shifts require confidence, sound judgement and the ability to work independently.
Alongside delivering genuine, memorable hospitality, you will complete night audit and
reconciliation procedures, monitor the property, respond appropriately to incidents and
emergencies, and prepare the operation for the following day.

To carry out all tasks and procedures in line with statutory requirements and ensure that
customer service is provided in line with the business and performance objectives of
the Hotel.

DUTIES AND RESPONSIBILITIES

Overnight Reception & Guest Experience
• Welcome guests with warmth, authenticity and a personalised approach,
including late arrivals and early departures.

• Complete check-in and check-out efficiently using the hotel’s property
management system (PMS).

• Manage overnight reservations, room allocations, guest requests, telephone
calls and enquiries.

• Provide local knowledge and practical assistance, including transport and
onward-travel information.

• Handle billing, payments, deposits and other reception procedures accurately
and securely.

• Resolve guest concerns promptly and professionally, escalating serious or
unresolved matters in line with procedure.

• Maintain a visible and approachable presence in reception and other guest areas
throughout the night.

• Manage quiet-hours concerns sensitively and take appropriate action to protect
the comfort of all guests.

Night Audit & Financial Controls
• Complete the night audit accurately and within the required timeframe.

• Reconcile payments, postings, cash, card transactions and relevant reports,
investigating and reporting discrepancies.

• Ensure all charges, adjustments and allowances are supported, recorded and
authorised in line with procedure.

• Prepare and distribute required overnight and daily reports, protecting guest and
business information at all times.

• Maintain secure control of cash, keys, access cards and other property assets.
Safety, Security & Emergency Response

• Monitor the property, entrances, public areas and security systems, completing
scheduled patrols and checks where required.

• Control access to the building and challenge or report suspicious activity
appropriately.

• Respond calmly and promptly to fire alarms, medical situations, disturbances,
evacuations and other incidents in line with training and property procedures.

• Contact emergency services, security support, the manager on duty or senior
leadership when required, and maintain clear incident records.

• Follow lone-working, safeguarding, key-control, data-protection and health and
safety procedures.

• Identify and report maintenance, safety or security concerns, taking immediate
action where necessary to reduce risk.

Food & Beverage Service and Morning Readiness (where applicable)
• Provide overnight drinks, snacks or light food in line with the property’s service
offer and licensing requirements.

• Follow food safety, allergen, hygiene and responsible-service procedures at all
times.

• Maintain cleanliness, presentation and replenishment of reception, lobby and
relevant food and beverage areas.

• Support early breakfast preparation, coffee service, grab & go or other opening
tasks where required.

• Complete agreed set-up tasks so the property is ready for the morning team and
arriving guests.

General Operations & Team Support:
• Work flexibly across operational areas depending on guest and business needs.
• Complete routine overnight tasks, checks and cleaning duties to the required
standard.

• Record all incidents, guest feedback, outstanding actions and operational issues
clearly.

• Provide a thorough handover to the incoming team, highlighting anything
requiring follow-up.

• Maintain a positive, supportive and inclusive team environment.

• Follow all hotel policies, procedures and brand standards, and complete
required training.

Other
• While this job description is intended to be an accurate reflection of the duties
involved with this position, the company reserves the right to add, remove or
alter duties when business need dictates.

REQUIRED KNOWLEDGE, SKILLS & EXPERIENCE FOR THIS ROLE
Experience:
• Previous hotel reception or guest service experience.
• Experience working night shifts or completing night audit procedures is
desirable.
• Experience using PMS and payment systems.
• Experience in food and beverage service is desirable where relevant to the
property
Skills:
• Passion for hospitality and delivering memorable guest experiences.
• Calm, confident and reassuring manner, particularly when working
independently or responding to incidents.
• Strong communication skills and confidence in guest interaction.
• Good numerical accuracy, attention to detail and ability to follow financial
controls.
• Ability to prioritise, multi-task and make sound decisions under pressure.
• Reliable, adaptable and comfortable working overnight hours.
• Willingness to learn across multiple operational area