Night Front Desk Agent — 5-Star Guest Experience

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

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.