Hotel Night Ambassador

ABOUT THE ROLE

What others do by day, you do best by night (including perfect cappuccinos at 3.00AM). You want to greet the whole world, one person at a time – even when they’re sleepy. We won’t put you in a box as a ‘receptionist’ or ‘food and beverage’ person. With us, you’ll become a champion multitasker – customer service, receptionist, concierge, barista, mixologist, problem solver and more. You will be a citizenM night ambassador, free to be yourself to do the best job you can. We believe in making work fun. If you’re having a great experience, so will our guests.

WHAT YOU’LL LEARN

As a citizenM hotel night ambassador, whether at the front desk or in the bar, you’ll master a variety of skills that are key to delivering our unique guest experience.

• Guest Happiness: As the face of citizenM, you’ll create those moments that make guests feel truly at home, from a smooth check-in to serving their favorite cocktail.
• Problem-Solving Mastery: Handle guest queries and solve any issues on the spot, keeping the vibe relaxed and hassle-free for our guests.
• Tech-Savviness: Use our innovative kiosks for check-ins/check-outs and our digital tools to manage bookings and payments, blending human warmth with modern tech.
• Flexibility and multitasking: Shift between different roles effortlessly, from managing the front desk to crafting drinks at the bar, always keeping the guest experience top of mind.
• Guest Engagement: Create genuine connections with guests, from sharing local tips to recommending the best citizenM cocktails or snacks.
• You’ll be part of an energetic team that redefines hospitality, giving you the opportunity to sharpen your skills while delivering the service that makes citizenM famous.

KEY RESPONSIBILITIES

• Making sure everyone gets a warm welcome as soon as they walk in.
• Helping guests at the self check-in kiosks (we have no reception desk).
• Cleaning, preparing and serving hot and cold breakfast and meals.
• Brewing delicious coffee or mixing a signature cocktail.
• Being a secret concierge to the city, answering guests’ questions about the best places to visit, eat, shop or party.
• Maintaining the living room and cleaning canteenM, and arranging food displays for the following shift.
• Helping our guests with any requests or demands regarding our facilities (you may even get some new tech skills).
• Handling reservations in our property management system (PMS), including the daily night audit.
• Holding the keys to the castle; responsible for operations during the night shifts.
• Taking care of our guests including in emergency situations.

CANDIDATE REQUIREMENTS

• A genuine touch: Treat all people as you would treat your best friends.
• A passionate attitude: Be collaborative and believe we are stronger working together.
• Optimistic and spread good vibes.
• A smart thinker: You like to find simpler, better and bolder ways to do things.
• Be curious and believe no detail is too small.
• Real caring: You show empathy for people and the planet.
• You are open to other points of view and experiences that bring out the best in you.
• You create positive change.
• Available to work flexible working hours.
• Fluent in English (other language abilities are also welcome).

Shift patterns: 11:00 pm – 7:00 am (minimum 22.5 hours).

Salary: £13.15 per hour (you will also be provided a meal & coffee during your shift break).

Dress code: You will be provided with CitizenM uniform and comfy shoes by On Running.