Hotel Nights Receptionist

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

What you'll bring to the team

Hotel Nights Receptionist

Location: Warwick Castle Resort Warwick, Warwickshire CV34 4QU Hours: Full Time Fully Flexible (including weekends and bank holidays) Shift: 11pm-7am Contract: Permanent Variable Contract

We have an opening for a Hotel Nights Receptionist to join our, Accommodation Team here at Warwick Castle, the UK's most exciting Castle!

Warwick Castle offers a variety of accommodation for our guests to choose from. There is the Warwick Castle Hotel, where guests are dined and entertained like royalty before retreating to the stunning medieval-inspired rooms. We have our exclusive suites hidden within the castles 14th century towers to the magical Knights Village lodges as well as glamping tents.

Join our team and play a key role in delivering outstanding guest experiences while ensuring the safe and efficient overnight operation of our hotel.

Reporting to the Hotel Operations Manager, you'll manage overnight check-ins and check-outs, complete the daily night audit, handle guest enquiries, maintain hotel security, and lead by example to deliver exceptional customer service throughout the night.

Key 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.

You will be on hand to help with any guest issues, managing potential complaints effectively, passing on any relevant information to the Hotel Duty Manager. In addition, you will be trained to assist in the unlikely event of site evacuations and contact emergency services as and when required.

Qualifications & Experience

• 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.

Benefits

Alongside working with a great team, we also offer:

• 25% discount in our retail shops and restaurants and 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Employee pricing up to 55% off cinema tickets

Pay Range

GBP £13.95/Hr.