Night Front Desk Experience Lead

Thefellowshouse; Cambridge; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive salary package

Go Hilton Travel Programme discount

50% F&B discount when staying inHilton

Staff meals and hot drinks on shift

Learning, development and career-prog.

Supportive, engaging environment

Job summary

The Fellows House in Cambridge is seeking a Night Shift Guest Experience Supervisor to lead the overnight Front Desk team and ensure seamless, secure operations for guests throughout the night. You will drive guest satisfaction, revenue awareness and brand standards across the overnight period.

The role requires 1–2 years of supervisory experience in hospitality, strong leadership and financial acumen, and familiarity with Front Desk systems such as OnQ PMS.

Qualifications

• Right to work in the UK (UK citizen or valid work permit).
• 1–2 years of supervisory or management experience in Front Office/Hospitality.
• Experience with hospitality PMS systems is desirable (OnQ experience is a plus).
• Strong leadership, communication and problem-solving skills; ability to manage overnights and budgets.

Responsibilities

• Deliver and oversee all overnight Front Desk operations, including guest check-ins/outs, concierge services, phone systems, night audit, and financial transactions.
• Actively manage Front Office platforms (OnQ PMS, key card applications, payment solutions, OTA platforms, channel management).
• Handle guest requests, inquiries, and complaints with grace; monitor SALT scores and social media to drive improvement.
• Lead, coach and train night team on procedures, brand standards, local knowledge and safety.
• Assist with yield management, rate optimization, stock control, and overnight budgets and reporting.

Skills

Leadership

Coaching

HR engagement

Communication

Problem solving

Budget awareness

PMS systems

Tools

OnQ PMS

Job description

The Fellows House in Cambridge is seeking a Night Shift Guest Experience Supervisor to lead the overnight Front Desk team and ensure seamless, secure operations for guests throughout the night. You will drive guest satisfaction, revenue awareness and brand standards across the overnight period.

The role requires 1–2 years of supervisory experience in hospitality, strong leadership and financial acumen, and familiarity with Front Desk systems such as OnQ PMS.