Receptionist/ Night Receptionist in Newcastle upon Tyne

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Job Purpose

To deliver a consistently high level of guest service during day/night operations combining reception, night audit, security, porter, housekeeping support, and food & beverage duties, ensuring the hotel operates safely, efficiently, and to company standards throughout the night/day shift.

Main Duties And Responsibilities

• Guest Service & Reception: Provide exceptional guest care at all times and ensure a professional, welcoming service. Assist with all guest requests and anticipate guest needs to enhance their stay. Deal with guest complaints and comments promptly and professionally, passing feedback to the Manager or Assistant Manager where required. Carry out reception and reservation duties including check‑ins, check‑outs, telephone enquiries, and general administration.
• Key Areas of Personal Responsibility and Accountability: Deliver exceptional service at all times, ensuring high levels of guest satisfaction in line with company standards. Handle guest feedback, comments, and complaints professionally, courteously, and in accordance with company policies and service standards. Perform all reception and reservation duties accurately and efficiently to the required company standard. Comply fully with company audit, financial, and accounting requirements, including night audit and cash handling procedures. Report any maintenance issues promptly and ensure they are followed up, particularly where guest comfort, health, and safety may be affected. Promote a helpful, professional, and positive image within the department and across the hotel at all times. Work cooperatively with colleagues in all departments, ensuring clear communication and effective teamwork. Ensure the security of cash, keys, and company property at all times. Actively support and participate in sales and marketing initiatives, including promotions and social media activity, where appropriate.
• Night Audit & Financial Control: Ensure all revenues are correctly posted and recorded. Complete the Night Audit to company standard and produce all required paperwork. Balance banking, cash, and cheques, reporting discrepancies to the Manager or Assistant Manager. Ensure the security of cash, keys, and company property at all times.
• Night Operations & Porter Duties: Service and set up function rooms according to function sheets. Ensure function rooms are kept clean and tidy at all times, including hoovering and dusting. Ensure cupboards are clean, tidy, and stocked with standard stationery. Prepare room service trays and deliver room service orders in a timely manner.
• Food & Beverage & Bar Support: Ensure food and beverage service areas are clean, tidy, and ready for service at all times. Ensure adequate stock levels including water fridges, milk, sugar bowls, salt and pepper cellars. Ensure menus are available on all tables. Record all bar purchases and stock movements in line with company procedures. Maximise sales opportunities and pass any sales leads to management. Report low stock levels to the Head Housekeeper, Assistant Manager, or Manager.
• Security, Health & Safety: Maintain full awareness of hotel security during the shift. Conduct at least two full floor walks per shift, ensuring corridors, floors, and external door areas are clear of trays, rubbish, and obstructions. Ensure fire exits are clear at all times. Report all maintenance issues and ensure they are followed up. Work in compliance with COSHH regulations, health and safety, fire safety, and all legal requirements.
• Standards, Appearance & Communication: Maintain high standards of cleanliness throughout the hotel during the shift. Ensure effective communication within the department and with other departments. Arrive on duty at the correct time. Maintain a clean, professional appearance and wear correct uniform and footwear at all times.
• Additional Duties: Carry out any reasonable additional duties within the scope of the role as requested by the Manager/ Assistant Manager.

Seniority level: Entry level

Employment type: Full-time

Job function: Administrative

Industries: Accounting