Night Receptionist - Clerkenwell, London
About The Zetter
The Zetter is a quiet celebration of intimate spaces, timeless imperfection, and unapologetic British eccentricity. With our collection of boutique hotels, townhouses, and parlours nestled in London’s most characterful neighbourhoods, we offer more than a stay — we curate experiences brimming with thoughtful details, curated charm, and stories layered into every corner.
Our food and drink are an extension of this ethos — carefully crafted menus, perfectly poured cocktails, and service that feels warm, attentive, and never scripted. We believe that dining and drinking at The Zetter should be as memorable as sleeping under our roofs.
About The Role:
- Welcome and assist late-arriving guests with check-in procedures, providing information about hotel amenities, policies, and emergency procedures.
- Respond to guest inquiries and requests during the night shift, ensuring a positive and comfortable experience for all guests.
- Handle any guest concerns or issues, taking appropriate action to resolve them or escalate as necessary.
- Monitor security cameras and conduct regular security rounds to ensure the safety and well-being of guests and the property.
- Handle emergency situations calmly and efficiently, contacting appropriate personnel and authorities as needed.
- Enforce hotel policies and procedures to maintain a secure environment.
- Perform night audit procedures, including reconciling daily transactions, balancing accounts, and generating reports.
- Handle reservations, check-ins, and check-outs during the night shift.
- Manage phone calls, emails, and other communications during the night hours.
- Utilize the hotel management system to update guest records, process payments, and manage room inventory.
- Troubleshoot and resolve any technical issues related to the front desk or security systems.
- Communicate effectively with the day-shift staff, providing detailed reports on any incidents or noteworthy activities during the night.
- Collaborate with other night staff, such as security personnel, to ensure a seamless and secure operation.
- Adhere to all statutory requirements regarding, fire, security, food safety, health & safety and hygiene.
- Be fully conversant with fire procedures; Company Security procedures; Health and Safety policy and procedures; Hotel & restaurant Facilities and attractions; Standards of operation and departmental procedures; Methods of accepted payment of the company; Short- and long-term company marketing promotions.
- Participate in cross/multi-skilled training within your department or other departments as deemed appropriate by your manager.Be responsible for identifying own training needs and communicating them to your manager.
- Always deal with all internal and external customers in a professional and courteous manner.
- Maintain a high level of dress, personal hygiene and appearance always adhering to company guidelines.
- Maintain high levels of housekeeping in your department.
- Uphold and maintain all standards in line with your department’s standard operating procedures.
- From time to time, you may be required to carry out duties outside the normal sphere of work as may be reasonable requested by Management.
Requirements:
- Previous experience in a night receptionist or similar role within the hospitality industry.
- Excellent communication and interpersonal skills.
- Ability to stay alert and focused during overnight hours.
- Strong problem-solving abilities and a proactive approach to guest and security issues.
- Familiarity with hotel management systems and basic accounting principles.
- The role requires working overnight shifts, including weekends and holidays.
- Ability to stand and move for extended periods during the night shift.
About You:
- Be creative; we do not do boxes at Zetter, so no need to think outside of it. We are always happy to bounce ideas off each other.
- Be accountable; it’s your job after all. But remember we are a team; shout if you need help.
- Pay attention to details; once it is out there, it is impossible to get back so we expect your best work but always happy to help.
- Be sociable; get to know your colleagues. Some of them will surprise you! We have some talented people among us.
- Above all, be yourself; we are a lovely bunch. We work hard but also like to let our hair down!