Overnight Guest Experience Lead

Crossco (1467) Limited; Newcastle upon Tyne; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Hotel discounts

Paywise+

Employee assistance program

Job summary

Crossco (1467) Limited is seeking an experienced Night Manager/Overnight Supervisor to lead the Front Office team during the overnight shift. You will balance guest service excellence with operational control, ensuring accurate night audits, safe environments, and timely responses to guest needs.

Ideal candidates will have prior night shift or overnight hotel experience, strong supervisory skills, and proficiency with Opera PMS.

Qualifications

• Experience in Front Office, Reception, Duty Management or Night Audit roles.
• Previous supervisory experience in hospitality.
• Good understanding of Front Office procedures and guest service standards.

Responsibilities

• Provide warm, professional overnight service to guests and act as key contact for enquiries and complaints.
• Support the Night Manager in overall hotel operations during the overnight shift and supervise overnight team.
• Assist with Night Audit procedures, cash handling, and daily revenue reporting.
• Maintain safety and security protocols and respond to emergencies.
• Lead and coach overnight Front Office staff and ensure effective handovers and reporting.

Skills

Organisational skills

Attention to detail

Decision-making

Calm under pressure

Guest service

Team supervision

PMS proficiency

Opera PMS experience

Communication skills

Independent working

Education

Hospitality qualification

Tools

Opera PMS

Job description

Crossco (1467) Limited is seeking an experienced Night Manager/Overnight Supervisor to lead the Front Office team during the overnight shift. You will balance guest service excellence with operational control, ensuring accurate night audits, safe environments, and timely responses to guest needs.

Ideal candidates will have prior night shift or overnight hotel experience, strong supervisory skills, and proficiency with Opera PMS.