Hotel Night Shift Staff

What you'll be doing:

Overnight Guest Services

• Welcome late-arriving guests and assist with check-in and check-out procedures.
• Handle guest requests, inquiries, and concerns professionally throughout the night.
• Provide information about hotel facilities, services, transportation, and nearby attractions.
• Resolve guest issues promptly or escalate when necessary to ensure guest satisfaction.

Night Operations

• Monitor the hotel's overnight operations and ensure everything runs smoothly during the shift.
• Conduct regular walkthroughs of public areas to ensure cleanliness, safety, and operational readiness.
• Ensure the front desk and lobby remain organized, secure, and guest-ready.
• Prepare the hotel for morning operations by completing all required overnight tasks.

Reservations & Room Management

• Manage same-day bookings, walk-in guests (where applicable), cancellations, and reservation changes.
• Monitor room inventory and update room status accurately in the property management system.
• Coordinate with Housekeeping regarding room availability and any overnight cleaning requests.
• Allocate rooms while considering guest preferences and operational efficiency.

Guest Communication & Coordination

• Serve as the main point of contact between guests and internal departments during overnight hours.
• Coordinate with Housekeeping, Engineering, Security, and other relevant teams to resolve guest issues efficiently.
• Handover any outstanding matters clearly to the morning shift.

Safety & Security

• Monitor the property to ensure guest and staff safety throughout the night.
• Follow emergency procedures for fire alarms, medical incidents, power outages, or security concerns.
• Report suspicious activities or maintenance issues promptly according to company procedures.
• Ensure only authorized individuals have access to the property.

Cash Handling & Administrative Duties

• Process guest payments and maintain accurate transaction records.
• Balance the cash float and ensure all payment records are accurate.
• Complete required overnight administrative reports and documentation.
• Maintain accurate guest records while complying with data privacy policies.

Night Audit (if applicable)

• Perform end-of-day financial reconciliation and complete the Night Audit process.
• Verify room revenue, payment postings, and guest accounts.
• Generate daily operational and financial reports for management.
• Identify and report any discrepancies in guest accounts or transactions.

Property Standards

• Ensure the reception area and common spaces remain clean, organized, and welcoming.
• Report maintenance issues and follow up where necessary.
• Maintain high standards of hospitality and professionalism throughout the overnight shift.

What makes you a great fit:

• Minimum 2 years of Front Office experience in a hotel or hospitality environment.
• Previous experience working overnight shifts is preferred.
• Experience using hotel Property Management Systems (PMS) is an advantage.
• Strong spoken and written English communication skills.
• Excellent customer service and interpersonal skills.
• Calm and confident in handling guest complaints and emergency situations.
• Strong problem-solving and decision-making abilities.
• Honest, reliable, detail-oriented, and able to work independently.
• Comfortable working permanent night shifts, including weekends and public holidays.