Night Porter

Brightstar Hospitality Management; Tyseley; On-site; GBP 19,000 - 23,000; Full time

Job summary

Brightstar is an award-winning hospitality management company dedicated to guest excellence. As a Night Porter, you’ll be the reassuring overnight presence, greeting guests, handling late check-ins, and supporting the hotel team to ensure safety and smooth operations.

You’ll conduct security rounds, respond to guest requests with calm professionalism, and help maintain the lobby and public areas to the highest standards throughout the night.

Qualifications

• Excellent guest service and communication skills.
• Reliable and professional with a calm demeanor.
• Ability to multitask and manage late-night requests.
• Comfortable handling cash and card payments.
• Experience in overnight hospitality (preferred).

Responsibilities

• Greet guests and manage late check-ins/out.
• Conduct overnight security rounds.
• Answer guest queries calmly and promptly.
• Maintain cleanliness of lobby and public areas.
• Coordinate with day staff for handovers.

Skills

Guest service

Verbal communication

Reliability

Calm under pressure

Overnight shift

Security awareness

Cash handling

Job description

Profile

Brightstar is an award-winning hospitality management company, with a proven track record in delivering excellence. Our motto is people, quality, profit, and it’s no accident that people come first. We know that great things come from great people! We are passionate about creating an environment where our employees can bring their A-game and be their best selves.

As a Night Porter, you’ll be the reassuring presence overnight, ensuring our guests feel welcome, safe, and supported during their stay. From managing late check-ins to conducting security rounds and assisting with guest requests, you’ll help maintain the smooth running and presentation of the hotel throughout the night.

Brightstar’s values are at the heart of everything we do: Have Fun, Enjoy Your Work, Act with Integrity, Reach for More, and Take Care. As Night Porter, you’ll reflect these values by offering calm, dependable service and supporting both guests and the hotel team during out-of-hours operations.

Objectives of this role:

• Provide warm, professional guest service throughout the night.
• Support smooth overnight operations, including check-ins and check-outs.
• Maintain hotel security and safety through routine checks.
• Respond to guest queries or concerns in a timely and calm manner.
• Complete basic cleaning, maintenance, or reporting tasks to uphold standards.

Key Responsibilities

People

• Greet guests arriving or departing overnight with professionalism and care.
• Handle guest requests, bookings, or queries during the night shift.
• Communicate clearly with day staff to hand over relevant information.
• Provide assistance with luggage, room access, or guest needs.
• Support lone working procedures and **escalate** issues when necessary.
• Demonstrate reliability and responsibility in an overnight role.
• Uphold Brightstar’s values in all guest and colleague interactions.

Quality

• Manage late check-ins, early check-outs, and overnight arrivals.
• Perform regular internal and external security patrols.
• Maintain cleanliness and presentation of lobbies, entrances, and public areas.
• Record incidents or unusual activity accurately for management follow-up.
• Respond to any faults or maintenance concerns overnight.
• Follow fire safety and emergency protocols with confidence.
• Ensure guest satisfaction is maintained through attentive overnight service.

Profit

• Assist with overnight tasks that support next-day service readiness.
• Protect hotel property through regular checks and secure procedures.
• Report any issues with systems, stock, or maintenance promptly.
• Avoid waste and promote efficiency during low-occupancy hours.
• Maintain accurate guest records and documentation overnight.
• Support a seamless guest experience that encourages repeat stays.
• Contribute to a secure and stable working environment that avoids service disruptions.

Responsible Business

• Follow all health & safety, security, and emergency procedures.
• Ensure the safety of guests, colleagues, and the hotel property.
• Handle sensitive guest information discreetly and securely.
• Wear appropriate uniform and maintain professional appearance.
• Promote sustainable practices (e.g., lights off in unused areas).
• Treat all guests and colleagues with respect and fairness.
• Maintain vigilance and professionalism throughout night hours.
• Comply with all company policies, procedures, and operational standards including any hotel-specific brand standards.
• Complete all E-learning and mandatory training within required timeframes.

Skills and Qualifications

• Strong verbal communication and guest service skills.
• Reliable, calm, and professional working style.
• Ability to manage multiple tasks independently.
• High attention to detail and awareness of safety procedures.
• Capable of handling guest issues with empathy and initiative.
• Comfortable working overnight shifts, including cleaning, security checks, and preparing areas for morning service.
• Able to handle cash and card payments securely when required.
• Previous night shift or hospitality experience (preferred).
• Familiarity with check-in/check-out systems and hotel procedures (preferred).

The above responsibilities are intended to describe the general nature of the role and are not intended to be an exhaustive list