Front Office Assistant Nights - Hosco - Liverpool

Customer Service; Liverpool; On-site; GBP 21,000 - 26,000; Full time

Job summary

Customer Service in Liverpool is seeking an attentive Night Receptionist to welcome guests overnight, manage late arrivals and early departures, and provide a calm, personalized experience. You will complete check-in/out using the PMS, handle inquiries, and ensure the property remains secure and well-presented while guests sleep.

You will perform night audit and financial reconciliations, respond to incidents, and assist with morning readiness to prepare for the day shift.

Qualifications

• Previous hotel reception or guest service experience.
• Experience working night shifts or night audit procedures is desirable.
• Experience using PMS and payment systems.
• Experience in food and beverage service is desirable where relevant to the property.

Responsibilities

• Welcome guests with warmth and personalised approach, including late arrivals and early departures.
• Complete check-in and check-out efficiently using the PMS.
• Manage overnight reservations, room allocations and guest requests.
• Provide local knowledge and practical assistance, including transport information.
• Handle billing, deposits and other reception procedures accurately.
• Complete night audit and financial reconciliations.
• Monitor security, safety incidents and respond to emergencies.
• Assist morning readiness tasks and handover to day team.

Skills

Hospitality

Guest service

Communication

Numerical accuracy

Decision making

Independence

Overnight hours

Team player

Tools

PMS

Payment systems

Job description

JOB OVERVIEW

To co-operate and work with departmental colleagues and team members across the business, carry out tasks as designated and manage the practical aspects of overnight guest service in an organised, structured and professional way. As a key point of contact throughout the night, you will create a calm, welcoming and reassuring environment for our guests. You will manage late arrivals and early departures, respond to guest enquiries and concerns, and ensure the property remains safe, secure and well-presented while most guests are asleep. Night shifts require confidence, sound judgement and the ability to work independently. Alongside delivering genuine, memorable hospitality, you will complete night audit and reconciliation procedures, monitor the property, respond appropriately to incidents and emergencies, and prepare the operation for the following day. To carry out all tasks and procedures in line with statutory requirements and ensure that customer service is provided in line with the business and performance objectives of the Hotel.

DUTIES AND RESPONSIBILITIES

Overnight Reception & Guest Experience

Welcome guests with warmth, authenticity and a personalised approach, including late arrivals and early departures. Complete check-in and check-out efficiently using the hotel's property management system (PMS). Manage overnight reservations, room allocations, guest requests, telephone calls and enquiries. Provide local knowledge and practical assistance, including transport and onward-travel information. Handle billing, payments, deposits and other reception procedures accurately and securely. Resolve guest concerns promptly and professionally, escalating serious or unresolved matters in line with procedure. Maintain a visible and approachable presence in reception and other guest areas throughout the night. Manage quiet-hours concerns sensitively and take appropriate action to protect the comfort of all guests.

Night Audit & Financial Controls

Complete the night audit accurately and within the required timeframe. Reconcile payments, postings, cash, card transactions and relevant reports, investigating and reporting discrepancies. Ensure all charges, adjustments and allowances are supported, recorded and authorised in line with procedure. Prepare and distribute required overnight and daily reports, protecting guest and business information at all times. Maintain secure control of cash, keys, access cards and other property assets.

Safety, Security & Emergency Response

Monitor the property, entrances, public areas and security systems, completing scheduled patrols and checks where required. Control access to the building and challenge or report suspicious activity appropriately. Respond calmly and promptly to fire alarms, medical situations, disturbances, evacuations and other incidents in line with training and property procedures. Contact emergency services, security support, the manager on duty or senior leadership when required, and maintain clear incident records. Follow lone-working, safeguarding, key-control, data-protection and health and safety procedures. Identify and report maintenance, safety or security concerns, taking immediate action where necessary to reduce risk.

Food & Beverage Service and Morning Readiness (where applicable)

Provide overnight drinks, snacks or light food in line with the property's service offer and licensing requirements. Follow food safety, allergen, hygiene and responsible-service procedures at all times. Maintain cleanliness, presentation and replenishment of reception, lobby and relevant food and beverage areas. Support early breakfast preparation, coffee service, grab & go or other opening tasks where required. Complete agreed set-up tasks so the property is ready for the morning team and arriving guests.

General Operations & Team Support

Work flexibly across operational areas depending on guest and business needs. Complete routine overnight tasks, checks and cleaning duties to the required standard. Record all incidents, guest feedback, outstanding actions and operational issues clearly. Provide a thorough handover to the incoming team, highlighting anything requiring follow-up. Maintain a positive, supportive and inclusive team environment. Follow all hotel policies, procedures and brand standards, and complete required training.

Other

While this job description is intended to be an accurate reflection of the duties involved with this position, the company reserves the right to add, remove or alter duties when business need dictates.

REQUIRED KNOWLEDGE, SKILLS & EXPERIENCE FOR THIS ROLE

• Previous hotel reception or guest service experience.
• Experience working night shifts or completing night audit procedures is desirable.
• Experience using PMS and payment systems.
• Experience in food and beverage service is desirable where relevant to the property.

Skills

• Passion for hospitality and delivering memorable guest experiences.
• Calm, confident and reassuring manner, particularly when working independently or responding to incidents.
• Strong communication skills and confidence in guest interaction.
• Good numerical accuracy, attention to detail and ability to follow financial controls.
• Ability to prioritise, multi-task and make sound decisions under pressure.
• Reliable, adaptable and comfortable working overnight hours.
• Willingness to learn across multiple operational area