Nighttime Community Host & resident experience

urbanbubble; London Borough of Harrow; On-site; GBP 17,000 - 22,000; Full time

Job summary

Folk is seeking a Front of House Night Host to welcome residents and guests, uphold safety and ensure the building runs smoothly through the night.

You'll be a warm, approachable presence, taking ownership of resident queries, coordinating with day teams and escalating where needed. This role blends hospitality with clear judgement, problem-solving and meticulous handovers to keep the community feeling like home overnight.

Qualifications

• Hospitality, hotels or aparthotels
• Co-living, Build to Rent or PBSA
• Residential Front of House or concierge
• Customer or guest experience
• Night operations
• Security within a residential or hospitality environment
• More important than sector experience is the ability to combine excellent hospitality with confidence, common sense and sound judgement when working overnight.

Responsibilities

• Be a warm, visible and approachable presence for residents, guests and visitors throughout the night.
• Welcome people naturally and authentically, creating the feeling of arriving home rather than arriving at a reception desk.
• Get to know our residents and understand how small interactions can make a big difference to their experience.
• Be available when residents need support, whether that is answering a question, helping with access, responding to a concern or simply being someone they can approach.
• Look for opportunities to create small, memorable moments and go the extra mile where appropriate.
• Maintain the atmosphere and presentation of shared spaces so that Folk continues to feel welcoming whatever the time of day.
• At Folk, there is no “it’s not my job”. Team members are expected to take ownership of resident queries through to resolution, provide progress updates and seek support or elevate appropriately rather than simply passing the resident elsewhere.
• Take ownership of questions, requests and issues raised during your shift.
• Resolve problems yourself where you are trained and able to do so.
• Log issues accurately and make sure nothing disappears between the night and day teams.
• Keep residents informed when something cannot be resolved immediately.
• Escalate appropriately when an issue requires management, maintenance or emergency support.
• Complete thorough shift handovers so the next team understands what has happened, what has been resolved and what remains outstanding.
• Operate the building brilliantly
• Complete regular building and communal-area checks throughout the night.
• Monitor entrances, access arrangements and resident/visitor activity appropriately.
• Respond promptly and calmly to incidents, alarms and emergencies.
• Follow site-specific fire, health and safety, lone-working and emergency procedures.
• Identify maintenance, housekeeping or presentation issues and take appropriate action.
• Ensure communal spaces remain clean, tidy, safe and ready for residents to enjoy.
• Support access for authorised contractors, emergency services and out-of-hours suppliers when required.
• Maintain accurate records of incidents, actions and building issues.
• Escalate emergencies immediately in accordance with site procedures.
• One of the core Folk service expectations is making the resident experience hassle-free, particularly when someone has a problem. Teams are expected to listen, anticipate needs, provide accurate information and work hard behind the scenes so the experience feels effortless for the resident.

Skills

Hospitality

Night operations

Security

Guest experience

Concierge

Front of House

Job description

Folk is seeking a Front of House Night Host to welcome residents and guests, uphold safety and ensure the building runs smoothly through the night.

You'll be a warm, approachable presence, taking ownership of resident queries, coordinating with day teams and escalating where needed. This role blends hospitality with clear judgement, problem-solving and meticulous handovers to keep the community feeling like home overnight.