Front Desk Agent Nights

The Ampersand Hotel; Greater London; Hybrid; GBP 21,000 - 27,000; Full time

Job summary

The Ampersand Hotel in Kensington, London is seeking a Night Front Desk Agent to deliver five‑star service, check guests in/out, greet arrivals, and manage guest requests with professionalism.

The ideal candidate has receptionist experience in a 4/5‑star setting, strong Opera PMS knowledge, and excellent communication. You must be eligible to live and work in the UK and be comfortable working nights in a luxury boutique hotel.

Qualifications

• Previous experience as Receptionist or in a similar role in a 4/5* environment.
• Strong experience with Opera PMS.
• Professional & customer focused with excellent verbal and written communication.

Responsibilities

• Keep abreast of daily events, services, facilities, and promotions.
• Project a five‑star image with professional attitude and guest recognition.
• Maintain positive relationships by meeting and exceeding guest expectations.
• Answer incoming calls within three rings using hotel greeting standards.
• Respond to queries within 24 hours or forward to the right person.
• Assist guests with general enquiries with accurate information.
• Ensure equipment is maintained and report faults.
• Provide professional and timely check‑in/check‑out.
• Ensure guest ID security and key issuance protocols.
• Keep guest details confidential.
• Handle guest accounts, deposits, payments and disputes per procedures.
• Balance a cash float according to procedures.
• Complete reports as required by supervisor.
• Review performance and operations and suggest improvements.
• Be flexible to perform other duties as requested by Senior Management.

Skills

Guest service

Communication skills

Teamwork

Initiative

Tools

Opera PMS

Job description

We are looking for a talented and energetic individual to be part of our dynamic and friendly Front Office team in the capacity of Front Desk Agent (Receptionist) for nights.

ABOUT THE ROLE

Your role as Front Desk Agent for nights will come with the following responsibilities:

• Keep abreast of all product knowledge, ranging from daily events, services and facilities available, and marketing and promotional activities.
• Project a favourable image of the hotel, through a positive and professional attitude, manner, and presentation providing guests with a 5 star service, including using their name where possible, and acknowledging guests with eye contact as they approach the desk.
• Maintains a positive relationship with guests and colleagues by meeting and exceeding their expectations
• Answer all incoming calls within three rings, using the Hotel greeting standards.
• Respond to queries received by any form of media within a 24 hour time frame, or pass them onto the appropriate personnel.
• Assist guests with general enquiries, providing accurate and detailed information
• Ensuring that all equipment is maintained and reporting any faults or maintenance problems to your supervisor.
• To provide a professional and timely check in /check out service for all hotel Guests which adheres to the Hotel's policies and procedures
• To ensure that security protocol is adhered to regarding Guest ID and issuing of keys
• To ensure that Guest details are kept confidential and not distributed to any unauthorized personnel.
• To deal with Guest accounts, including payments, deposits, exchanges, adjustments and disputed charges according to hotel procedures.
• Maintain and balance a cash float according to Company procedures.
• Complete any reports as stipulated by your supervisor
• Constantly reviewing performance and operations of yourself and the department, offering suggestions for improvement.
• To be flexible to carry out other duties and assignments as requested by the Senior Management Team.

The job description given above is intended as a guide only and is in no way meant to limit the scope of duties associated with the role.

Functional Skills, Knowledge and Experience

• Previous experience as Receptionist or in a similar role gained in a 4/5* environment is ideal
• Strong experience of Opera
• Professional & customer focused
• Excellent communication skills (verbal & written)
• Able to work within a team and on own initiative
• Takes ownership for his/her work

Social Skills and Experience

To possess the ability to communicate with guests and staff in order to project a positive image of the hotel. The ability to maintain hotel standards of work under pressure.

A LITTLE ABOUT US
THE AMPERSAND HOTEL

With some of the most stylish hotel rooms in Kensington, The Ampersand is a privately-owned luxury London hotel that combines contemporary excellence in design, service, food and technology in an 1888 building at the capital's heart. We have been inspired by those great Victorian values of discovery and wonder - and given them a modern, whimsical twist. The result: a cosmopolitan, 111-room luxury boutique hotel, bar, restaurant and drawing rooms, delivering 21st-century warmth, humour and total comfort. The Ampersand Hotel is situated just a minute's walk from South Kensington tube station and is well connected to Heathrow airport.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK.