Guest Services Associate (Night Shift) in Manchester

Reports To: Assistant Building Operations Manager

Location: On-Site – Manchester City Centre

Purpose of the Role

To deliver exceptional Front of House services at a new residential development during night shift, acting as the first point of contact for residents and visitors and upholding the highest standards of professionalism and customer care.

Key Responsibilities

• Greet residents and visitors, handling general enquiries and resolving issues promptly.
• Respond to unforeseen cleaning needs (e.g. spills or accidents) in communal areas.
• Manage parcel handling: receive, store and distribute deliveries and registered post in line with company protocols.
• Provide utility metre readings for all properties on request.
• Handover shift information clearly to incoming staff, briefing them on events and outstanding tasks.
• Control key distribution to contractors and authorised personnel, maintaining accurate records.
• Facilitate access for service providers (utility companies, refuse collection, maintenance teams).
• Support the Housekeeping and Leisure teams with cleaning or assistance duties as required.

General Enquiries

• Respond professionally to resident enquiries, complaints and requests.
• Enter and maintain accurate resident data in the site app.
• Coordinate and schedule maintenance work.
• Manage bookings for shared amenities via the site app.

Security

• Monitor CCTV and alarm systems throughout each shift.
• Screen visitors, guests and contractors to verify authorisation; report any suspicious activity to management.

Customer Liaison & Events Support

• Assist residents with booking communal amenities and events.
• Prepare and set up communal spaces (e.g. residents’ lounge) for events.
• Coordinate with the wider site team to ensure seamless resident experiences.
• Manage site-app communications and announcements.

Required Skills & Attributes

• Excellent verbal communication and interpersonal skills.
• Strong problem-solving and crisis-management abilities.
• Effective time-management and organisational skills.
• Self-motivation with the ability to work independently and follow direction.
• Meticulous attention to detail and commitment to outstanding customer service.

Technical Knowledge

• Familiarity with on-site building systems, facilities and basic maintenance procedures.
• Understanding of Health & Safety protocols.

Personal Profile

Qualifications

• Essential: Strong foundational education.
• Desirable: First Aid training; Health & Safety qualification; Customer Service certification.

Experience

• Desirable: Previous customer-service role in residential property or similar environment.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and familiarity with property-management systems.

Attitude & Approach

• Positive, friendly and professional demeanour.
• Enthusiastic about supporting others and achieving high standards.
• Proactive, solution-oriented mindset.
• Flexible team player, willing to assist across departments as needed.

If you excel at creating warm, efficient front-of-house experiences and take pride in delivering premium service, we’d love to hear from you.