Night Audit & Guest Experience Specialist - Fully Flexible

Merlin Entertainments; Warwick; On-site; GBP 19,000 - 22,000; Full time

Benefits offered by this job

25% discount in shops/restaurants

Merlin Magic Pass

Employee pricing up to 55% off cinema

Job summary

Merlin Entertainments operates Warwick Castle hotels and guest accommodations and seeks a Hotel Nights Receptionist to oversee overnight check-ins/outs and the nightly audit. You will handle guest inquiries, maintain security, and support the night team to deliver seamless service.

The role reports to the Hotel Operations Manager, requires working 11pm–7am shifts, and focuses on delivering exceptional guest experiences while safeguarding property and guests throughout the night.

Qualifications

• Experience as hotel receptionist or night auditor preferred.
• Strong customer service and problem-solving skills.
• Excellent communication, both verbal and written.
• Ability to work independently overnight.

Responsibilities

• Complete the nightly audit and produce accurate reports.
• Welcome guests and provide exceptional service during night hours.
• Manage late arrivals, departures, reservations and inquiries.
• Act as overnight duty manager, resolving issues and concerns.
• Ensure safety and wellbeing of guests and staff.
• Conduct compliance, health and safety checks.
• Support and train colleagues to uphold service standards.

Skills

Night audit

Guest services

Customer service

Communication

Independent work

Tools

OPERA

Job description

Merlin Entertainments operates Warwick Castle hotels and guest accommodations and seeks a Hotel Nights Receptionist to oversee overnight check-ins/outs and the nightly audit. You will handle guest inquiries, maintain security, and support the night team to deliver seamless service.

The role reports to the Hotel Operations Manager, requires working 11pm–7am shifts, and focuses on delivering exceptional guest experiences while safeguarding property and guests throughout the night.