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Job Description
Position Summary:
The Night Manager oversees the operation of the hotel during evening and overnight shifts, serving as the Manager on Duty with oversight of all hotel departments. This position ensures smooth operations, guest satisfaction, and adherence to hotel policies during non-daytime hours. The Night Manager is responsible for addressing guest needs, resolving issues, and ensuring optimal safety and security for guests and associates.
Core Responsibilities:
Guest Relations:
Anticipate guest needs, respond promptly, and maintain positive guest relations at all times. Greet guests professionally, handle check-ins and check-outs efficiently, and address concerns or special requests promptly to ensure guest satisfaction.
Manager on
Duty Oversight:
Supervise the entire hotel, including Front Office, Housekeeping, Food & Beverage, Engineering, and other departments during evening/overnight hours, ensuring operational excellence and interdepartmental collaboration.
Staff Oversight:
Supervise evening and overnight staff, including hiring, training, scheduling, and coaching team members to ensure smooth operations and adherence to standards. Act as a resource for all associates on duty.
Conflict Resolution:
Investigate and resolve guest complaints effectively, applying creative problem-solving techniques to achieve guest satisfaction while protecting the interests of the hotel.
Operational Excellence:
Monitor and operate key hotel systems, including PMS, MICROS, and security systems, ensuring accuracy in all transactions and reports.
Collaborate with other departments to fulfill guest requests, handle maintenance issues, and ensure readiness for the next day's operations.
Safety and Security:
Oversee the security of the property, addressing incidents and coordinating with security teams as needed.
Administer first aid and direct evacuations in case of emergencies.
Revenue Management:
Optimize occupancy and room availability through effective decision-making, ensuring yield management goals are achieved.
Strong leadership, decision-making, and problem-solving abilities.
Proven experience in guest service and conflict resolution.
Proficiency with hotel management systems (e.g., PMS, MICROS).
Ability to multitask effectively and maintain attention to detail during high-pressure situations.
Availability to work evening, overnight, weekend, and holiday shifts as needed.
High level of professionalism, confidentiality, and interpersonal skills.
Physical Requirements:
Ability to sit, stand, and walk for extended periods, often for the entire shift.
Bend, stoop, squat, and stretch to handle operational needs.
Lift and move up to 50 pounds using safe techniques.
Push and pull carts weighing up to 50 pounds.
Possess a valid driver's license and maintain a clean driving record.
Strong verbal and written communication skills.
Additional Responsibilities:
This job description is not exhaustive. Additional duties may be assigned based on operational needs and the discretion of management.
