Castle Night Receptionist & Guest Experience Lead

Warwick Castle; Warwick; Sur place; GBP 17 000 - 22 000; Plein temps

Avantages offerts par ce poste

25% discount in our retail shops and

Merlin Magic Pass - giving you free 1

Employee pricing up to 55% off cinema

Résumé du poste

Warwick Castle is seeking a Hotel Nights Receptionist to join the Accommodation Team. You will manage overnight check-ins and check-outs, complete the nightly audit, handle guest enquiries, maintain hotel security, and lead by example during the night shift.

Reporting to the Hotel Operations Manager, this role requires excellent communication, a customer-focused approach, and experience with hotel management systems.

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 and safety and security procedures.

Responsabilités

• 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.

Connaissances

Night receptionist

Guest services

Customer service

Communication skills

Outils

OPERA

Description du poste

Warwick Castle is seeking a Hotel Nights Receptionist to join the Accommodation Team. You will manage overnight check-ins and check-outs, complete the nightly audit, handle guest enquiries, maintain hotel security, and lead by example during the night shift.

Reporting to the Hotel Operations Manager, this role requires excellent communication, a customer-focused approach, and experience with hotel management systems.