Night Porter: Overnight Guest Experience Lead

The Grand Hotel Birmingham Limited; Birmingham; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Service charge & gratuities

Employee discounts at hotel amenities

Annual complimentary stay

28 days holiday

Career development opportunities

Job summary

The Grand Hotel Birmingham is inviting applications for a Night Porter / Night Receptionist to be at the heart of our overnight guest experience. You will welcome guests, handle late arrivals, and ensure a secure, comfortable environment throughout the night.

This full-time role covers 40 hours over four nights with shifts 8.00pm-6.30am or 10.00pm-8.00am; flexibility for overnight work is essential. Join a team that values service, safety, and teamwork.

Qualifications

• Previous customer service experience, ideally within hospitality or a guest-facing environment
• Clear and confident communication skills
• Ability to stay calm, organised and solutions-focused during busy shifts
• Willingness to work overnight shifts including weekends
• Good IT skills; Opera PMS experience is advantageous

Responsibilities

• Provide a warm, professional welcome and check guests in and out efficiently
• Respond confidently to guest enquiries and offer local recommendations
• Resolve guest requests and concerns with empathy and attention to detail
• Deliver overnight room service and support other departments during late-night operations
• Maintain a safe and secure environment for guests and staff throughout the night

Skills

Customer service

Communication

Calm under pressure

IT skills

Opera PMS

Tools

Opera PMS

Job description

The Grand Hotel Birmingham is inviting applications for a Night Porter / Night Receptionist to be at the heart of our overnight guest experience. You will welcome guests, handle late arrivals, and ensure a secure, comfortable environment throughout the night.

This full-time role covers 40 hours over four nights with shifts 8.00pm-6.30am or 10.00pm-8.00am; flexibility for overnight work is essential. Join a team that values service, safety, and teamwork.