Night Porter - Full Time Contract

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

Job Description

We are looking for a reliable, confident and customer-focused Night Porter to become an important part of our team at Mercure Newcastle George Washington Hotel, Golf & Spa.

Working overnight, you will be one of the key people responsible for the hotel while much of the world is asleep. This is a varied and responsible role where you will be the welcoming face of the hotel for arriving guests, the reassuring point of contact for guests staying overnight and an important part of maintaining the security, safety and smooth operation of the entire property.

As our Night Porter, you will be trusted to work independently and use your initiative. You will need to balance exceptional guest service with important operational and security responsibilities, ensuring that guests receive a warm, professional and helpful experience while maintaining the standards expected of a Mercure hotel.

No two nights will be exactly the same. You may be checking in a late-arriving guest, assisting with a guest query, preparing food or drinks from our overnight offering, completing the Night Audit, responding to an emergency, preparing meeting rooms for the following day or carrying out security checks around the hotel and its grounds.

You will be expected to know the hotel inside and out. From bedrooms, Food & Beverage and meeting facilities to our Montana Spa & Leisure Club and Golf Course, you will be able to confidently assist guests and provide helpful information throughout their stay.

The role requires someone who is comfortable taking responsibility. During the night, you will often need to make decisions independently and respond calmly and professionally to unexpected situations, while knowing when to involve the Night Manager, Duty Manager or emergency services.

Your responsibilities will include:

• Providing a warm, professional and welcoming service to all guests throughout the night.
• Welcoming late arrivals and completing guest check-in and check-out procedures accurately and efficiently.
• Assisting guests with luggage and providing information about the hotel, its facilities and the local area.
• Acting as the main point of contact for guest enquiries and requests overnight.
• Operating the hotel telephone and switchboard professionally and ensuring calls are handled and transferred appropriately.
• Completing the Night Audit accurately and balancing the hotel's daily revenue.
• Checking that guest charges, payments and overnight transactions have been posted correctly.li>
• Handling cash and card payments in accordance with hotel financial procedures and reporting any discrepancies.
• Preparing and serving food and beverages from the hotel's overnight offering, including alcoholic beverages in accordance with licensing requirements.
• Ensuring Food & Beverage charges are correctly posted to guest rooms.
• Identifying opportunities to promote and upsell hotel facilities, Food & Beverage and other services where appropriate.
• Maintaining the security of the hotel, including guest valuables, departmental keys, cash floats and restricted areas.
• Carrying out regular patrols of the hotel building and grounds throughout the night.
• Monitoring and appropriately responding to suspicious behaviour, unauthorised persons or security concerns.
• Ensuring the safety and wellbeing of guests and colleagues by following hotel fire, health and safety, security and emergency procedures.
• Responding calmly and effectively to incidents, emergencies and unexpected situations.
• Maintaining a visible presence throughout the hotel during the night.
• Setting up and breaking down meeting rooms and event spaces when required for the following day's business.
• Ensuring Reception, public areas, restaurant, function rooms and other designated areas are clean, tidy and presented to the required standard.
• Supporting the wider hotel operation by completing reasonable overnight duties and preparing the hotel for the following day.

This is a role for someone who enjoys responsibility, takes pride in looking after people and understands the importance of being both welcoming and vigilant.

When guests need assistance in the middle of the night, you will be the person they turn to. When the hotel needs someone to protect its guests, property and reputation, you will be there to take responsibility.

Qualifications

We are looking for someone who is dependable, professional and comfortable taking responsibility.

Previous hotel experience is essential for this role, as you will be expected to work confidently and independently during overnight shifts.

You will ideally have:

• Previous experience working in a hotel environment, ideally within Reception, Night Reception, Night Porter or Duty Management responsibilities.
• Excellent customer service skills and a genuine ability to make guests feel welcome.
• A professional, friendly and approachable personality with strong communication skills.
• The confidence to work independently and make sensible decisions when senior management are not immediately present.