Castle Night Receptionist & Guest Experience Lead

Merlin; Warwick; On-site; GBP 18,000 - 21,000; Full time

Benefits offered by this job

25% discount in shops/restaurants

Merlin Magic Pass - free tickets to at

Employee pricing up to 55% off cinema

Job summary

Merlin is seeking a Hotel Nights Receptionist to join Warwick Castle's Accommodation Team in Warwick. The role covers overnight check-ins/outs, night audits, guest enquiries, safety and security, and duty management through the night.

You’ll ensure smooth operations across the castle hotel and contribute to memorable guest experiences. Reporting to the Hotel Operations Manager, you will handle late arrivals, manage reservations, and train junior staff to maintain high service standards.

Qualifications

• Experience in a hotel receptionist, night receptionist, front desk, guest services or night auditor role.
• Excellent communication and problem-solving skills.
• Strong customer service focus and attention to detail.
• Confident using hotel management systems (OPERA experience preferred).
• Ability to work independently and lead overnight operations.
• Knowledge of hotel health & safety and security procedures.

Responsibilities

• Complete the daily Night Audit and produce accurate reports.
• Welcome guests and provide exceptional customer service at all times.
• Manage late arrivals, departures, reservations, and guest enquiries.
• Act as the overnight duty manager, resolving issues and guest concerns.
• Ensure the safety, security, and wellbeing of guests and colleagues.
• Complete hotel compliance, due diligence, and health & safety checks.
• Support and train team members to maintain high service standards.
• Maximise revenue opportunities through upgrades and upselling.
• Maintain accurate shift handovers and operational records.

Skills

Hospitality experience

Customer service

Communication

Problem solving

OPERA system

Independent worker

Tools

OPERA

Job description

Merlin is seeking a Hotel Nights Receptionist to join Warwick Castle's Accommodation Team in Warwick. The role covers overnight check-ins/outs, night audits, guest enquiries, safety and security, and duty management through the night.

You’ll ensure smooth operations across the castle hotel and contribute to memorable guest experiences. Reporting to the Hotel Operations Manager, you will handle late arrivals, manage reservations, and train junior staff to maintain high service standards.