Job Description

Position: Hotel Night Receptionist

What will I get?

• A competitive gross annual salary of £36,000–£37,500 (inclusive of service charge), based on a 40-hour working week and dependent on experience. The role follows a shift pattern of four consecutive 12-hour shifts, followed by four days off.
• Enhanced annual leave, increasing with length of service
• Complimentary meals whilst on duty
• Employer pension contribution (3%)
• Complimentary dry cleaning
• Enhanced maternity and paternity pay
• Ongoing learning and professional development opportunities
• Employee recognition programmes, including long service awards and appreciation initiatives
• A vibrant social calendar with team events, seasonal celebrations and company updates
• Access to the CODE App, offering exclusive discounts across restaurants, hotels, and experiences in the UK
• Access to the HSF Health Plan*, including:
• Dental reimbursement
• 24/7 GP advice line and confidential counselling support, including assistance for dependents
• Optical reimbursement
• Complimentary cover for your partner and children
• High street and grocery discounts, discounted cinema tickets, and a wide range of retail offers
• Discounted gym memberships

What will I be doing?

As a Night Receptionist, you will be responsible for providing exceptional guest services and creating a safe and friendly environment for our guests. You will represent our brand and the company as a hotel ambassador, ensuring that all duties are performed in accordance with departmental and property policies. The ideal candidate will have prior receptionist experience, preferably in luxury hotels and hotel opening experience would be a plus. Your key duties and responsibilities will include:

• Provide exceptional service from the welcome, check-in, during the stay, and check-out service, and ensure that all guest requests are handled in a polite and efficient manner
• Be responsible for answering external and internal calls in a professional manner, with a warm and welcoming tone in your voice, providing personalised, informative, and professional service. Do everything possible to exceed our guests' expectations and provide exactly what they require
• Assist with rooming and delivering in-room amenities. Escort guests to their room and provide an overview of the room features, including our in-room technology
• Responsible for maintaining guests' profiles updated to have an accurate source of information regarding each guest's needs and preferences
• Efficiently deal with all administrative tasks of the Front of House, ensuring the accuracy of guest bookings, profiles, accounts, and invoicing/debiting of guests' credit cards
• Have the ability to provide our guests with information, directions, recommendations, and make reservations when required
• Maintain a constant knowledge about the area, including restaurants, bars, galleries, exhibitions, concerts, shops, etc. Maintain an up-to-date database of the trendiest establishments in the city, such as bars, restaurants, clubs, galleries, concert arenas, shops, etc. Be able to suggest our VIPs the most elite recommendations and provide exclusive reservations
• Assist with our VIPs' arrival and coordinate our guests' services on a daily basis, such as pre-arrival emails, VIP reports, personalised guest experiences, room inspections, special room setups, amenities coordination, welcome letters, welcome gifts, follow-up during their stay, post-stay follow-up, etc
• Handle guests' complaints brought to your attention with a professional, personalised, and empathetic attitude. Always listen, empathise, apologise, overcome the problem, report the issue, and escalate when necessary
• Have the ability to adapt and cover different shifts and assist with other duties that may be required during holidays, absences, and potential shift coverages
• Support the rate strategy set forth by the revenue team. Maximise sales and revenue for the hotel through up-selling, promoting outlets and services, etc
• Adhere to the company's credit policy regarding revenue processing and money handling and comply with all procedures and policies detailed in the procedures manual.

Overall, the role of the Night Receptionist is crucial in ensuring that our guests have an exceptional experience from the moment they arrive. By providing warm and friendly service, personalising each interaction, and going above and beyond to exceed their expectations, you will help us create a memorable stay for each guest.

What are we looking for?

• A minimum of 1 years’ experience in a similar role in the hotel industry or luxury guest services environment
• Previous experience with Guestline PMS is an advantage
• A team player with a motivational spirit, highly appreciated to achieve a high level of service
• French language skills are much appreciated
• A self-starter who is creative, highly driven, and results-oriented with the ability to be proactive and reactive to both anticipated and sudden changes
• A high level of personal integrity and confidentiality
• A willingness to have a flexible working pattern to fit in with the needs of the business
• Proficiency in the use of Microsoft Office.
• Flexibility in working hours, with the ability to work 12-hour shifts on a 4 days on, 4 days off pattern to meet the needs of the business.

Who are we?

We are a 5-star luxury lifestyle boutique hotel located in the heart of Chelsea. Set in a 19th century building next to Sloane Square station and featuring a rooftop restaurant, an intimate cocktail bar, and thirty exceptionally designed bedrooms, the property has been elegantly restored to create unique experiences.

Within one of London’s most stylish interiors, the hotel combines the quintessentially British style of the Cadogan Estate with a unique French touch. Designed as an exceptional and inspiring destination, it highlights the distinguished and historic pedigree of the Sloane Square Conservation Area in a private and intimate setting.

Independently run, the hotel employs passionate, focused individuals with a determination to succeed. To assist us in hosting our wonderful clients, we are on the search for the ambassadors of this truly unique property. They will be given the opportunity to make their own mark while delivering an exceptional service of unparalleled quality.

*Upon successful completion of the probation period

*The service charge range fluctuates based on our forecasted business levels and may vary from month to month.