Overnight Guest Experience Lead

Crossco (1467) Limited; Newcastle upon Tyne; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Hotel discounts across portfolio

Free staff parking

Gym access

Employee assistance programme

Job summary

Crossco (1467) Limited is seeking an experienced overnight guest services lead to support the Night Manager and ensure a smooth during the overnight shift. You will handle guest enquiries, assist with VIP arrivals, and supervise front office colleagues.

The role requires strong organisational, communication, and financial accuracy skills, with prior Night Audit or Front Office exposure preferred; hospital standards and safety procedures must be followed to the letter.

Qualifications

• Experience in Front Office, Reception, Duty Management or Night Audit.
• Supervisory experience in hospitality.
• Knowledge of Front Office procedures and guest service standards.
• Experience on night shifts or overnight operations.
• Strong administrative and financial attention to detail.
• Ability to work under pressure and handle guest and operational issues.

Responsibilities

• Provide warm, professional overnight guest services and address enquiries and requests.
• Assist with VIP arrivals, IHG One Rewards recognition, and guest requirements.
• Support smooth operation of the hotel during the overnight shift.
• Supervise Front Office and overnight team members and coordinate with other departments.
• Monitor occupancy, arrivals, departures, and group movements; prepare shift handovers and reports.
• Ensure safety, security, and brand standards are maintained throughout the night.

Skills

Organisational skills

Attention to detail

Decision-making

Problem-solving

Calm under pressure

Guest service

Communication

Team supervision

Independent working

PMS experience (Opera)

Education

Hospitality qualification

First Aid certification

Tools

Opera PMS

Job description

Crossco (1467) Limited is seeking an experienced overnight guest services lead to support the Night Manager and ensure a smooth during the overnight shift. You will handle guest enquiries, assist with VIP arrivals, and supervise front office colleagues.

The role requires strong organisational, communication, and financial accuracy skills, with prior Night Audit or Front Office exposure preferred; hospital standards and safety procedures must be followed to the letter.