Night Supervisor

**JOIN THE TEAM**

Do you take pride in delivering exceptional guest service and creating a warm, welcoming atmosphere?

Join The Marcliffe as a **Night Supervisor** and become part of a passionate hospitality team at one of Scotland’s most prestigious luxury hotels. This is a fantastic opportunity for a motivated individual to work in a 5-star environment, learn from experienced professionals, and provide outstanding service to our guests in both the Restaurant and Drawing Room Bar.

This role reports to the Front Office Manager and Deputy General Manager.

**ABOUT MARCLIFFE**

A couthy character nestled in eight acres of nature. A place woven into the fabric of the North East of Scotland. A country hideaway on the edge of the city steeped in stories. Marcliffe is an elevated, luxury Scottish 5-star hotel destination wrapped in warmth and wonder, where traditions are cherished and memories feel timeless. Situated on the doorstep of scenic Royal Deeside, the hotel offers the perfect place to explore the very best of Aberdeen and Aberdeenshire.

**ABOUT THE ROLE**

As a Night Supervisor, you will:

- Oversees all the departments of the hotel throughout the night to ensure smooth and efficient night-time operations and the highest standards of health, safety and security of guests staying at the hotel.
- Responds to a wide variety of guest requests by accurately assessing their needs and adding personal recommendations to achieve maximum customer satisfaction while complying with Marcliffe policies.

**PRINCIPAL ACCOUNTABILITIES**:

- Manages the activities of all the departments of the hotel during the overnight shift. Directs staff and ensures communications and follow-up with day shift on any problems, guest requests or special requirements.
- Responsible for the safety and security of all guests staying at the hotel.
- Conduct regular floor walks, car park and security checks of fire exits and public areas throughout the night.
- Serve the late bar for residents and provide room service to Guests as required.
- Ensure the bar closes at the appropriate time and if required, Guests are escorted up to their bedrooms.
- Ensure billing is accurate and all cash, safe and till procedures are carried out in line with Marcliffe’s policies.
- Monitors staff activities to assure that standards are being met, staff is being supported and guest needs are being met.
- Have a thorough knowledge of all systems and procedures used within the hotel and department and to provide support as and when required.
- Have full knowledge of weekly business in the hotel - restaurant bookings, private dinners, events and any other significant business.
- Ensure maintenance of all public areas within the hotel and assist with cleaning and housekeeping duties as required.
- Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
- Take action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees when senior management is not available.
- Respond swiftly and effectively in any hotel emergency or safety situation.
- To carry out additional duties as requested by the Front Office Manager / Duty General Manager.

**ABOUT YOU**
- Hotel Night Management experience preferred.
- Customer service focused with ability to relate well to all hotel guests and employees.
- Excellent communication skills and the ability to work well with others in a team.
- Driven, passionate, and proactive with a hands-on approach.
- Personable, highly empathetic, self-motivated, and able to work independently.
- Ability to multi-task and learn quickly.
- Good command of the English language is essential, both written and verbal.
- Professional in demeanour and presentation.
- Strong organisation time management skills, attention to detail.
- Adaptable, innovative and flexible to business demands.
- Physically fit, mobile and able to lift heavy objects.
- Operate effectively in a fast-paced environment and make informed and considered decisions.
- Delegate and/or escalate to ensure effective customer service.
- Health & Safety, First Aid and Fire Warden Certified or working towards.

**SALARY & BENEFITS**
- **£30,000.00 per annum**:

- **Full-time, permanent position (44 hours per week, including breaks)**:

- Meals and uniform provided
- Gratuities via Tronc (monthly)
- Employee discount
- On-site parking
- Employee of the Month programme
- Ongoing training and career progression opportunities

**Schedule**:
4 days from 7 - flexibility required based on business demands.

**Work Authorisation**:
United Kingdom (required) - all applicants must have the right to work in the UK.

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Aberdeen, AB15 9YA: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Luxury Hotel: 1 year (