Night Receptionist

St Mellion; Cornwall; On-site; CAD 30,000 - 40,000; Full time

Job summary

A leading resort is seeking a Night Receptionist to oversee resort operations during the night, ensuring guest safety, providing exceptional customer service, and handling administrative duties. This hands-on role requires a focus on maintaining high service standards and effective communication. Ideal candidates should possess a strong background in customer service and problem-solving.

Qualifications

• Experience in a guest-facing role preferred.
• Strong interpersonal skills and ability to handle complaints.
• Basic knowledge of food and beverage standards.

Responsibilities

• Manage front of house tasks and maintain guest service standards.
• Ensure guest safety and security during night hours.
• Assist with food preparation and room service delivery.

Skills

Customer Service

Problem Solving

Communication

Education

High School Diploma

Job description

Job Purpose & Summary

The main purpose of the Night Receptionist role is to support the Resort Operations Team with the smooth running of the resort from 10pm to 6am, 3 shifts per week. This is a hands on role requiring some general Night Porter duties.

Key Responsibilities

• Maintain a professional and high quality service oriented environment at all times.
• To provide the highest quality of guest service standard with the aim to exceed expectations at all times, whether by operations or administration.
• To predominantly focus and manage front of house, our guest requirements and fulfil the necessary administrative duties.
• To ensure the hotel and its guests are safe and secure through the night hours.
• Ensuring that you are visible and accessible and show a presence throughout the hotel interacting with guests and staff alike.
• Act professionally for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

Key Performance Indicators

Reception Standards

• Arrivals are checked in correctly, allocated a room and sent to their room without delay.
• Check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.
• Reservations are taken correctly and courteously.
• Effective liaison between reservations and front office staff with other departments (e.g. housekeeping).
• Any enquiries, messages are dealt with courteously and efficiently.
• All Front of House areas are clean and tidy at all times, including back of house.
• On check-out correct processes and procedures are followed.

Food & Beverage Standards

• Ensure all charges are correctly entered on the guest's bill and that this is up to date at all times.
• Use checklist to ensure the restaurant is ready for F&B staff by 6am.
• Clearing and setting up conference/ function rooms as per standard.
• Basic food preparation and delivery of room service to guests.
• Assist F&B staff after hours and in line with company policies.

Public Area Cleaning Standards

• Hotel Reception Area – floor vacuumed and mopped daily.
• H&F Reception Area – stairs and floor are vacuumed and mopped daily.
• Toilets (Hotel reception, H&F reception, Nicklaus bar – toilet, urinals and sinks cleaned as per standard, dust and polish surface areas, floors mopped.
• Nicklaus Bar Hallway – vacuumed daily.
• External – check outside tables are clean and ashtrays are cleaned out, any glasses etc cleaned away. Including all entrance ways, hotel reception, hotel entrance etc.

Maintenance Standards

• Report any issues regarding the maintenance reporting app.

Security, Health & Safety, Policy & Procedures

• Compliant in the following resort procedures;
  • Conducting and managing evacuations of the whole hotel/ cottages should the alarm sound during the Night.
  • Resort walk rounds throughout the night ensuring security and fire safety, addressing and/or reporting any issues or shortfalls in standards.
  • Report any suspicious persons, activities and/or hazardous conditions to the ROM.
• Ensure that company and statutory hygiene standards are maintained in all areas.

• Be fully conversant with all statutory requirements within a food and beverage operation, that all licenses, including special licences, the conditions affecting the issues of a liquor licence are not jeopardised.
• Attend H&S training classes and fire evacuation drills when necessary

Reporting

• Consistency in providing daily, weekly and monthly reporting as required.
• Using precise and effective language to communicate the most important KPIs and actions.
• Consistent use of professional language and style of writing.

Communication

• Build and maintain strong working relationships with all levels of staff and stakeholders.
• Work in liaison with resort departments as a team.