Night Concierge & Guest Experience Lead

Mercure; North East; On-site; GBP 12,000 - 17,000; Full time

Job summary

Mercure Newcastle George Washington Hotel, Golf & Spa is seeking a reliable Night Porter to be a key part of the overnight team. You will welcome guests, assist with late arrivals, and support the smooth running of the hotel during the night.

This role balances exceptional guest service with security and operational duties, including night audit, handling queries, serving overnight offerings, and keeping public areas safe.

Qualifications

• Dependable, professional and capable of taking responsibility.
• Previous hotel experience is essential for this role.
• Experience in Reception/Night Reception/Night Porter or Duty Management is preferred.
• Excellent customer service and ability to make guests feel welcome.
• Professional, friendly, approachable with strong communication skills.
• Confident to work independently and make decisions when managers are not present.

Responsibilities

• Provide warm, professional, welcoming service to guests throughout the night.
• Welcoming late arrivals and completing guest check-in and check-out efficiently.
• Assist guests with luggage and information about the hotel and local area.
• Act as main overnight contact for guest enquiries and requests.
• Operate the hotel telephone and switchboard professionally.
• Complete the Night Audit and balance daily revenue.
• Check that guest charges, payments and overnight transactions are posted correctly.
• Handle cash and card payments per procedures and report discrepancies.
• Prepare and serve food and beverages from the overnight offering, including alcoholic beverages per licensing.
• Ensure Food & Beverage charges are posted to guest rooms.
• Identify opportunities to upsell hotel facilities and services.
• Maintain hotel security, keys, cash floats and restricted areas.
• Carry out regular patrols of the hotel and grounds during the night.
• Monitor and respond to suspicious behaviour or security concerns.
• Follow fire, health and safety, security and emergency procedures.
• Maintain a visible presence throughout the hotel at night.
• Set up/break down meeting rooms for the following day's business.
• Ensure reception, public areas, restaurant and function rooms are clean and tidy.
• Support wider hotel operations with overnight duties and prep for the next day.

Job description

Mercure Newcastle George Washington Hotel, Golf & Spa is seeking a reliable Night Porter to be a key part of the overnight team. You will welcome guests, assist with late arrivals, and support the smooth running of the hotel during the night.

This role balances exceptional guest service with security and operational duties, including night audit, handling queries, serving overnight offerings, and keeping public areas safe.