Guest Experience Supervisor (Night Shift)

Guest Experience Supervisor (Night Shift)

Location: The Fellows House, Cambridge

Contract: Full-time

About The Fellows House

At The Fellows House, we offer everyone who walks through our doors an amazing, highly personal blend of empowerment, enlightenment and engagement. We seek the remarkable in the everyday.

Most of all, we look for exceptional people who embody our cultured, devoted and person-centred values; The brightest and best Cambridge has to offer.

"We build too many walls and not enough bridges." - Isaac Newton

The Role

We are seeking an ambitious, dedicated Guest Experience Supervisor to lead our Night Shift front office operations.

In this role, you will lead and inspire the night team to deliver an excellent guest experience and ensure the smooth, secure and efficient running of the Front Desk during overnight hours. You will combine operational expertise, sound financial acumen and high standards of service to maximize room sales, maintain brand excellence and keep our thriving community hub running seamlessly around the clock.

Key Responsibilities

• Night Operations & Leadership: Deliver and oversee all overnight Front Desk operations, including guest check-ins/check-outs, concierge services, phone systems, night audit, and financial transactions.

• Systems Management: Actively manage and utilize Front Office platforms (OnQ PMS, key card applications, payment solutions, OTA platforms, and channel management systems).

• Guest Satisfaction: Handle guest requests, inquiries, and complaints with grace; monitor guest satisfaction trends (SALT scores/social media) to drive continuous improvement.

• Team Development & Training: Manage, coach and train night team members on departmental procedures, brand standards, local area knowledge, and safety.

• Revenue & Cost Control: Assist with yield management and rate optimization; manage stock control, equipment maintenance and overnight departmental budgets and reporting efficiently.

• Loyalty & Brand Standards: Drive full compliance and seamless delivery of the Hilton Honors loyalty program and ensure adherence to brand standard Quality Evaluations (QE).

• Culture & Values: Champion a welcoming, supportive culture overnight, maintaining strong cross-departmental communication and alignment with hotel-wide initiatives.

Requirements & Qualifications

• Eligibility: Right to work in the UK (UK citizen or valid work permit).

• Experience: 1-2 years of previous supervisory or management experience in a similar Front Office/Hospitality role.

• System Knowledge: Proven experience working with hospitality PMS systems is desirable (OnQ experience is a plus).

• Skills:

  • Proficient literacy and numeracy skills with sound financial acumen.

  • In-depth understanding of Front Desk operations and revenue management principles.

  • Strong leadership, coaching and HR/engagement abilities.

  • Excellent communication, problem-solving and adaptability for night shift demands.

Our Values

Cultured

We believe in being our best and true selves every single day and delivering the most refined experiences possible. We believe in always having good manners and being polite. We never let our high standards slip, have impeccable taste and an eye for detail. We have a deep love and respect for all cultures and cultural pursuits.

Devoted

We are wholly committed to creating perfect experiences for our guests and teams alike. We are trustworthy and fiercely loyal. Everything we do is fuelled by passion. Passion for excellence. Passion for making the world a better and more interesting place. Passion for sharing wisdom. Passion for supporting each other to be the best we can be.

Person-centred

We believe in understanding and engaging with everyone on a human level. We recognise that everyone deserves to be appreciated for the genuine person they are with unique needs, desires, tastes, and preferences.

What Benefits Will You Receive?

• Competitive salary package

• Access to theGO Hilton Travel Programme (discounted room rates worldwide)

• 50% F&B Discount when staying in Hilton Hotels via the Go Hilton program

• Staff meals and hot drinks while on shift

• Extensive learning, development and career progression opportunities

• A supportive, engaging environment where you can help shape the culture of a unique hotel