Night Front Office Lead — Exceptional Guest Service

Hilton London Heathrow Airport Terminal 5; Slough; On-site; GBP 25,000 - 34,000; Full time

Job summary

Hilton London Heathrow Airport Terminal 5 is seeking a Night Manager to supervise the Front Office team during night hours, ensuring guests receive an exceptional experience from check-in to check-out. You will manage VIP interactions, night audit duties, and uphold security and policy standards.

You'll drive occupancy, upsell services, and provide leadership in the absence of the Front Office Manager. The role requires sharp IT skills, resilience under pressure, and a commitment to superb

Qualifications

• Previous supervisory experience in Front Office within the hotel/leisure/retail.
• High level of IT proficiency.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Commitment to delivering a high level of customer service.
• Ability to work under pressure.
• Excellent grooming standards.
• Flexibility to respond to a variety of work situations.
• Ability to work on your own and as part of a team.

Responsibilities

• Oversee the night-hour supervision of the Front Office Team to maintain high standards.
• Serve as a point of contact for regular and VIP Guests.
• Complete Night Audit duties.
• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
• Understand and demonstrate correct procedures regarding acceptance of currencies, credit cards and cash.
• Represent the Front Office Manager in their absence.
• Manage, record and resolve issues or emergencies promptly.
• Demonstrate knowledge of hotel products, services, pricing and local area.
• Follow security and emergency procedures and lead when required.
• Prepare handover to Early staff / Duty Manager.
• Attend training courses and assist with Night Team development.
• Adhere to policies when using front of house equipment and property management systems.
• Conduct annual and mid-year Appraisals with Team Members.
• Perform Health and Safety Checks and Night Walks; maintain awareness of hotel areas.
• Assist other departments as necessary.

Skills

Supervisory experience

IT proficiency

Leadership

Interpersonal skills

Communication skills

Customer service

Grooming standards

Under pressure

Teamwork

Tools

Front Office systems

Job description

Hilton London Heathrow Airport Terminal 5 is seeking a Night Manager to supervise the Front Office team during night hours, ensuring guests receive an exceptional experience from check-in to check-out. You will manage VIP interactions, night audit duties, and uphold security and policy standards.

You'll drive occupancy, upsell services, and provide leadership in the absence of the Front Office Manager. The role requires sharp IT skills, resilience under pressure, and a commitment to superb