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JOB OVERVIEW To co-operate and work with departmental colleagues and team members across the business, carry out tasks as designated and manage the practical aspects of overnight guest service in an organised, structured and professional way. As a key point of contact throughout the night, you will create a calm, welcoming and reassuring environment for our guests. You will manage late arrivals and early departures, respond to guest enquiries and concerns, and ensure the property remains safe, secure and well-presented while most guests are asleep. Night shifts require confidence, sound judgement and the ability to work independently. Alongside delivering genuine, memorable hospitality, you will complete night audit and reconciliation procedures, monitor the property, respond appropriately to incidents and emergencies, and prepare the operation for the following day. To carry out all tasks and procedures in line with statutory requirements and ensure that customer service is provided in line with the business and performance objectives of the Hotel. DUTIES AND RESPONSIBILITIES Overnight Reception & Guest Experience • Welcome guests with warmth, authenticity and a personalised approach, including late arrivals and early departures. • Complete check-in and check-out efficiently using the hotel’s property management system (PMS). • Manage overnight reservations, room allocations, guest requests, telephone calls and enquiries. • Provide local knowledge and practical assistance, including transport and onward-travel information. • Handle billing, payments, deposits and other reception procedures accurately and securely. • Resolve guest concerns promptly and professionally, escalating serious or unresolved matters in line with procedure. • Maintain a visible and approachable presence in reception and other guest areas throughout the night. • Manage quiet-hours concerns sensitively and take appropriate action to protect the comfort of all guests. Night Audit & Financial Controls • Complete the night audit accurately and within the required timeframe. • Reconcile payments, postings, cash, card transactions and relevant reports, investigating and reporting discrepancies. • Ensure all charges, adjustments and allowances are supported, recorded and authorised in line with procedure. • Prepare and distribute required overnight and daily reports, protecting guest and business information at all times. • Maintain secure control of cash, keys, access cards and other property assets. Safety, Security & Emergency Response • Monitor the property, entrances, public areas and security systems, completing scheduled patrols and checks where required. • Control access to the building and challenge or report suspicious activity appropriately. • Respond calmly and promptly to fire alarms, medical situations, disturbances, evacuations and other incidents in line with training and property procedures. • Contact emergency services, security support, the manager on duty or senior leadership when required, and maintain clear incident records. • Follow lone-working, safeguarding, key-control, data-protection and health and safety procedures. • Identify and report maintenance, safety or security concerns, taking immediate action where necessary to reduce risk. Food & Beverage Service and Morning Readiness (where applicable) • Provide overnight drinks, snacks or light food in line with the property’s service offer and licensing requirements. • Follow food safety, allergen, hygiene and responsible-service procedures at all times. • Maintain cleanliness, presentation and replenishment of reception, lobby and relevant food and beverage areas. • Support early breakfast preparation, coffee service, grab & go or other opening tasks where required. • Complete agreed set-up tasks so the property is ready for the morning team and arriving guests. General Operations & Team Support: • Work flexibly across operational areas depending on guest and business needs. • Complete routine overnight tasks, checks and cleaning duties to the required standard. • Record all incidents, guest feedback, outstanding actions and operational issues clearly. • Provide a thorough handover to the incoming team, highlighting anything requiring follow-up. • Maintain a positive, supportive and inclusive team environment. • Follow all hotel policies, procedures and brand standards, and complete required training. Other • While this job description is intended to be an accurate reflection of the duties involved with this position, the company reserves the right to add, remove or alter duties when business need dictates. REQUIRED KNOWLEDGE, SKILLS & EXPERIENCE FOR THIS ROLE Experience: • Previous hotel reception or guest service experience. • Experience working night shifts or completing night audit procedures is desirable. • Experience using PMS and payment systems. • Experience in food and beverage service is desirable where relevant to the property Skills: • Passion for hospitality and delivering memorable guest experiences. • Calm, confident and reassuring manner, particularly when working independently or responding to incidents. • Strong communication skills and confidence in guest interaction. • Good numerical accuracy, attention to detail and ability to follow financial controls. • Ability to prioritise, multi-task and make sound decisions under pressure. • Reliable, adaptable and comfortable working overnight hours. • Willingness to learn across multiple operational area

Job Description: Grounds Maintenance & Cleaning Operative - Temporary 3 months contract with the potential to become permanent. FM Works Ltd is seeking a versatile and detail-oriented Operative to join our dynamic team. This hands-on role involves a variety of tasks, including driving a company van, cleaning commercial and vacant properties, managing waste removal, window cleaning, and general gardening duties. A proactive attitude, adaptability, and a strong work ethic are essential, as the role may evolve to include additional responsibilities as needed. Key Responsibilities include: Driving • Transport cleaning and gardening equipment, materials, and waste using a company van., • Load and secure equipment safely for transport., • Maintain cleanliness and conduct regular checks on the company vehicle., • Comply with all traffic and safety regulations. Gardening Duties • Mow lawns, trim hedges, maintain pathways, patios, and car parks., • Weed, clear overgrowth, and perform garden renovation tasks such as turfing. Commercial Area Cleaning • Perform scheduled cleaning of commercial spaces to maintain high hygiene standards., • Ensure communal areas are clean, tidy, and welcoming. Void Property Cleans • Conduct deep cleans of vacant properties following tenancy ends., • Clean floors, walls, fixtures, and appliances thoroughly. Waste Removal • Remove leftover items from properties and transport to appropriate waste facilities., • Manage waste responsibly with environmentally friendly practices. Window Cleaning • Clean windows using a water-fed pole system. Customer Service • Communicate courteously and professionally with clients., • Ensure a positive customer experience and uphold company standards. General Support & Flexibility • Perform other related tasks as required to support team operations. Person Specification Driving • Full UK driving licence (held for at least 2 years) with a clean driving record. Experience • Previous experience in cleaning, gardening, or maintenance preferred, but full training will be provided. Physical Fitness • Comfortable with manual labour and physically demanding tasks. Teamwork • Cooperative, dependable, and communicates well within a team. DBS Check This role is subject to a DBS check. Benefits: • Company pension Work Location: In person