night receptionist jobs

We are recruiting a Reception & Guest Relations Manager, to join the dynamic team at Market Street hotel.

About the Role

As a key member of the management team, you’ll bring local knowledge, passion, and proven experience in leading and developing a reception and concierge team.

Part of the Rooms Division, you’ll oversee the operational management of reception, concierge, and night teams. You’ll play a vital role in developing and implementing our service standards, shaping the guest experience, building relationships with local suppliers. You’ll work closely with housekeeping and maintenance ensure the hotel operation run smoothly.

You’ll also work closely with the Revenue Manager and Commercial Team, applying your strong commercial understanding to maximise occupancy and revenue.

You’ll have prior experience in HR practices, including recruitment, training, and staff development, and be confident in providing constructive performance feedback and handling disciplinary matters when required.

This hands-on role will see you act as a true local ambassador and the face of the hotel; motivating your team to deliver exceptional hospitality, providing on-the-job training, and helping to create lasting memories for our guests.

Who We’re Looking For:

You’ll have a creative personality, a naturally warm manner, and an abundance of positivity. You’ll give every guest a heartfelt welcome and demonstrate a genuine passion for hospitality and outstanding service.

You’ll have:

· Strong communication, leadership, and organisational skills

· Impeccable personal presentation

· A collaborative, team-oriented approach that encourages your team's personal growth and development through coaching and training

· Prior HR experience, including recruitment, staff development, and handling disciplinary matters

· Proven managerial experience in a quality 4- or 5-star front-of-house environment

This role includes weekend shifts, and additional hours may be required during peak periods and bank holidays.

Duties & Responsibilities:

As a key member of the management team, you’ll work closely with all managers in the hotel to drive continuous improvement. You’ll manage payroll, people and you will have the ability to train and develop your team, enabling them to take ownership and resolve any guest challenges.

· Oversee the daily operation of the Front of House team, including Reception, Concierge, and Night teams

· Coordinate with Housekeeping and Maintenance to ensure seamless operations

· Personally cover reception shifts when required, maintaining a visible and supportive presence

· Ensure team members are briefed daily, aware of arrivals, special occasions, and guest preferences; taking a proactive approach to any special arrangements needed.

· Handle guest feedback, complaints, and special requests promptly and professionally

· Use your strong local knowledge to help create memorable guest experiences

· Analyse guest feedback, evaluate levels of guest fulfilment and monitor industry trends. Develop and integrate new ideas into team’s service to enhance experiences.

· Create rotas, manage team holidays and special requests

· Manage payroll and departmental budgets effectively

· Continually strive to improve the performance and effectiveness of the Front of House team

· Lead and develop your team through on-the-job training, motivation, setting team targets, appraisals, conducting performance reviews and setting role specific objectives.

· Collaborate with Reservations and Accounts to ensure smooth guest journeys from booking to billing

· Ensure compliance with hotel security, fire regulations and all health and safety legislation, take part in bi-annual Committee meetings.

· Remain calm and focused under pressure, thinking quickly to resolve challenges

· Act as Duty Manager when required and support with new team member training

· Provide training to the new team members, aligned with company’s vision and mission.

· You will report directly to the Operations Manager and complete Period End reports for the General manager

Role Requirements:

• At least one year of experience, preferably in a similar leadership role, experience of working in a 4 or 5 star hotel environment is essential for this position
• Experience using Opera PMS is preferred but not essential
• Excellent verbal and written communication
• Must have a valid right to work in the United Kingdom
• Flexibility is a must as you will be required to cover shifts over the weekends and night shifts
• Offer of employment is subject to satisfactory reference checks

We offer

We offer you a unique opportunity to play a key role in the success of our beautiful hotel and significantly enhancing our guests' experience and journey.

Instant Benefits:

• Complimentary meal during your shift
• Friendly and supportive team environment

Enhanced Benefits (Post-Probation):

• Complimentary overnight stay at Market Street Hotel for you and a guest
• 25% discount at all Glendola Leisure venues
• Friends & Family Discount available
• Special recognition and rewards whenever your name is mentioned positively in reviews
• Complimentary annual stay at any Carlton Hotel Collection property
• Preferential rates at participating Design Hotels™

About Market Street hotel:

Market Street hotel features 98 urban boutique style rooms and suites, each is complete with thoughtful touches, designed to leave a lasting impression on today’s intrepid traveller.

A medley of bold design and distinct comfort, each room exudes calm and tranquillity coupled with a vibrant atmosphere. Modern and experiential yet simultaneously homely, Market Street hotel offers a unique oasis away from the hustle and bustle of city life whilst keeping its finger on the pulse of Edinburgh’s beating heart. The hotel is the first hotel in Scotland to be selected as a member of Design Hotels™ and is operated by the Carlton Hotel Collection.

Market Street hotel is owned and operated by Carlton Hotel Collection. A unique collection of hotels which provide luxury hotel accommodation as well as inspiring conference facilities throughout The Netherlands, The UK and Belgium. Each hotel has its own character and highly individual design. Rather than operating a “chain” of hotels, Carlton Hotel Collection clearly creates distinctive concepts, designed to be perfectly in sync with local markets and specific customs and requirements.

Job Type: Full-time

Pay: £30,000.00-£33,000.00 per year

Work Location: In person