Night Front Desk Associate

OUR PURPOSE AND CULTURE

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact. As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey.

At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

THE TEAM

You will join the Rooms Division at Rosewood London, working closely with the Front Desk and Night teams. You will report to the Director of Front of House or Front Desk Manager, with a dotted reporting line to the Night Manager or Assistant Front Desk Manager.

YOUR ROLE

As Night Front Desk Associate, you will provide efficient, professional and courteous service throughout the hotel while maintaining Rosewood's standards of hospitality. With a thorough knowledge of Front Desk procedures, you will support guests throughout the night, complete Night Audit tasks and ensure clear handovers between shifts.

HOW YOU'LL MAKE THE PLACE

• Welcome, check in and check out guests professionally while following all required Front Desk standards.
• Prepare for each night shift by reviewing the handover, understanding the selling strategy and sharing relevant guest updates with the following shift.
• Prepare for the Night Audit, complete post-audit tasks and accurately generate all necessary reports.
• Handle guest enquiries, concerns and complaints hospitably, working towards a prompt, single-contact resolution.
• Follow cashiering and credit procedures, including balancing and securing your float, reviewing guest invoices and completing designated reports.
• Maintain up-to-date knowledge of hotel services, room and Residence categories, rates, promotions, availability, expected arrivals and departures, group activities and VIPs.

COULD THIS BE YOU?

• You provide professional, courteous and enthusiastic service, even during busy overnight periods.
• You have a thorough working knowledge of Opera and understand how to report system issues and follow relevant procedures.
• You are comfortable completing Night Audit, accounting, payment and cashiering responsibilities accurately.
• You communicate clearly with guests and colleagues, using professional telephone and email etiquette.
• You handle guest concerns with understanding, discretion and a genuine commitment to finding a resolution.
• You are organised, attentive to detail and flexible in your approach to working hours and operational demands.

OUR BENEFITS

• 28 days paid holidays per annum including Bank Holidays
• Discounts on Food & Beverage
• Company pension scheme and life assurance
• Enhanced sick pay policy
• 12 complimentary room nights per year and F&B discount worldwide
• Up to 16 weeks paid parental leave
• Talent development opportunities
• Involvement in Corporate Social Responsibility programmes and wellbeing activities

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard and valued. We're a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations.

We're not only committed to building and nurturing genuine, long-lasting relationships but to transforming them, and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.

Rosewood London is housed in an Edwardian Belle Époque building that offers some of London's finest accommodations and service with the feel of a stylish London residence. Conveying the feel of a stylish London residence, Rosewood London has 263 guestrooms and 45 suites, among which the unique Grand Manor House Wing, an exclusive suite with its own postcode and accessed by a private elevator. The hotel also houses Holborn Dining Room with an outdoor terrace, Mirror Room Restaurant as well as the hotel's warmly welcoming destination bar, Scarfes Bar. It forms part of the ultra-luxury collection Rosewood Hotels and Resorts® which comprises of over 38 properties and over 21 future hotel openings.