Community Host - Night

urbanbubble; London Borough of Harrow; On-site; GBP 17,000 - 22,000; Full time

Job summary

Folk is seeking a Front of House Night Host to welcome residents and guests, uphold safety and ensure the building runs smoothly through the night.

You'll be a warm, approachable presence, taking ownership of resident queries, coordinating with day teams and escalating where needed. This role blends hospitality with clear judgement, problem-solving and meticulous handovers to keep the community feeling like home overnight.

Qualifications

• Hospitality, hotels or aparthotels
• Co-living, Build to Rent or PBSA
• Residential Front of House or concierge
• Customer or guest experience
• Night operations
• Security within a residential or hospitality environment
• More important than sector experience is the ability to combine excellent hospitality with confidence, common sense and sound judgement when working overnight.

Responsibilities

• Be a warm, visible and approachable presence for residents, guests and visitors throughout the night.
• Welcome people naturally and authentically, creating the feeling of arriving home rather than arriving at a reception desk.
• Get to know our residents and understand how small interactions can make a big difference to their experience.
• Be available when residents need support, whether that is answering a question, helping with access, responding to a concern or simply being someone they can approach.
• Look for opportunities to create small, memorable moments and go the extra mile where appropriate.
• Maintain the atmosphere and presentation of shared spaces so that Folk continues to feel welcoming whatever the time of day.
• At Folk, there is no “it’s not my job”. Team members are expected to take ownership of resident queries through to resolution, provide progress updates and seek support or elevate appropriately rather than simply passing the resident elsewhere.
• Take ownership of questions, requests and issues raised during your shift.
• Resolve problems yourself where you are trained and able to do so.
• Log issues accurately and make sure nothing disappears between the night and day teams.
• Keep residents informed when something cannot be resolved immediately.
• Escalate appropriately when an issue requires management, maintenance or emergency support.
• Complete thorough shift handovers so the next team understands what has happened, what has been resolved and what remains outstanding.
• Operate the building brilliantly
• Complete regular building and communal-area checks throughout the night.
• Monitor entrances, access arrangements and resident/visitor activity appropriately.
• Respond promptly and calmly to incidents, alarms and emergencies.
• Follow site-specific fire, health and safety, lone-working and emergency procedures.
• Identify maintenance, housekeeping or presentation issues and take appropriate action.
• Ensure communal spaces remain clean, tidy, safe and ready for residents to enjoy.
• Support access for authorised contractors, emergency services and out-of-hours suppliers when required.
• Maintain accurate records of incidents, actions and building issues.
• Escalate emergencies immediately in accordance with site procedures.
• One of the core Folk service expectations is making the resident experience hassle-free, particularly when someone has a problem. Teams are expected to listen, anticipate needs, provide accurate information and work hard behind the scenes so the experience feels effortless for the resident.

Skills

Hospitality

Night operations

Security

Guest experience

Concierge

Front of House

Job description

You be required to undertake a basic DBS check for this role

As Front of House Nights, you are the face of Folk overnight and an important part of creating a home where residents feel welcome, comfortable, known and safe.

Folk is more than somewhere to rent an apartment. Our communities are homes designed around connection, experience and belonging.

Our service philosophy, Our Home, means treating each Folk community with the same care, pride and responsibility that we would our own home.

You will take ownership of the resident experience throughout the night, providing a warm and approachable presence while ensuring the building operates safely, smoothly and brilliantly.

This is not simply a reception or security role. You will be a host, problem solver, building ambassador, and trusted point of contact, balancing genuine hospitality with the sound judgement and operational awareness needed to look after our residents and their home overnight.

What you’ll be doing

• Be a warm, visible and approachable presence for residents, guests and visitors throughout the night.
• Welcome people naturally and authentically, creating the feeling of arriving home rather than arriving at a reception desk.
• Get to know our residents and understand how small interactions can make a big difference to their experience.
• Be available when residents need support, whether that is answering a question, helping with access, responding to a concern or simply being someone they can approach.
• Look for opportunities to create small, memorable moments and go the extra mile where appropriate.
• Maintain the atmosphere and presentation of shared spaces so that Folk continues to feel welcoming whatever the time of day.
• At Folk, there is no “it’s not my job”. Team members are expected to take ownership of resident queries through to resolution, provide progress updates and seek support or elevate appropriately rather than simply passing the resident elsewhere.

You will:

• Take ownership of questions, requests and issues raised during your shift.
• Resolve problems yourself where you are trained and able to do so.
• Log issues accurately and make sure nothing disappears between the night and day teams.
• Keep residents informed when something cannot be resolved immediately.
• Escalate appropriately when an issue requires management, maintenance or emergency support.
• Complete thorough shift handovers so the next team understands what has happened, what has been resolved and what remains outstanding.
• Operate the building brilliantly
• Complete regular building and communal-area checks throughout the night.
• Monitor entrances, access arrangements and resident/visitor activity appropriately.
• Respond promptly and calmly to incidents, alarms and emergencies.
• Follow site-specific fire, health and safety, lone-working and emergency procedures.
• Identify maintenance, housekeeping or presentation issues and take appropriate action.
• Ensure communal spaces remain clean, tidy, safe and ready for residents to enjoy.
• Support access for authorised contractors, emergency services and out-of-hours suppliers when required.
• Maintain accurate records of incidents, actions and building issues.
• Escalate emergencies immediately in accordance with site procedures.
• One of the core Folk service expectations is making the resident experience hassle-free, particularly when someone has a problem. Teams are expected to listen, anticipate needs, provide accurate information and work hard behind the scenes so the experience feels effortless for the resident.

That means you will:

• Listen first and understand what the resident actually needs.
• Stay calm and composed, particularly when someone is frustrated or distressed.
• Give accurate information rather than guessing.
• Anticipate what may be needed next rather than waiting to be asked.
• Take personal responsibility for finding the right solution.
• Make difficult situations feel as straightforward as possible for the resident.
• Be part of one Folk team
• The night team is not separate from the rest of the community team.

You will:

• Work collaboratively with Front of House, Community, Events, Maintenance, Housekeeping and Management colleagues.
• Leave clear, meaningful handovers for the day team.
• Share resident insight and recurring issues that could help improve the wider experience.
• Support colleagues when the community needs you.
• Take pride in the whole building, not simply the Front of House desk.
• Contribute ideas about how Folk can continually improve.

What we’re looking for

Experience

You’ll ideally have experience in one or more of the following:

• Hospitality, hotels or aparthotels
• Co-living, Build to Rent or PBSA
• Residential Front of House or concierge
• Customer or guest experience
• Night operations
• Security within a residential or hospitality environment
• More important than sector experience is the ability to combine excellent hospitality with confidence, common sense and sound judgement when working overnight.

You’ll be someone who

• Genuinely enjoys helping people.
• Is naturally warm, friendly and approachable.
• Understands that residents are living in their home, not visiting a hotel.
• Remains calm and reassuring when things go wrong.
• Takes ownership rather than passing problems on.
• Notices the small details other people might walk past.
• Is confident working independently and making sensible decisions overnight.
• Communicates clearly and leaves excellent handovers.
• Is comfortable responding to challenging behaviour in a professional way.
• Understands the importance of confidentiality, boundaries and safeguarding.
• Is reliable, punctual and comfortable working night shifts.
• Can use digital systems confidently to record incidents, resident interactions and actions.
• Brings personality to the role and is comfortable being themselves.

What great looks like at Folk

• Residents feel recognised. You know the community and residents know they can approach you.
• Residents feel safe without Folk feeling like a security operation. You are observant, professional and confident, but remain first and foremost a welcoming host.
• Things get owned. If a resident raises something with you, they know somebody is taking responsibility for it.
• The building feels cared for. You notice presentation, cleanliness, safety and maintenance issues and act rather than walking past them.
• The morning team starts informed. Your handover is clear, accurate and useful.
• You make things effortless. Residents see a calm, helpful response even when there is significant work happening behind the scenes. That approach mirrors Folk's existing service training.
• You create moments, not transactions. Not every interaction needs to be extraordinary, but every interaction should leave the resident feeling that Folk genuinely cares.