Night Manager
Job Title: Night Manager
Reports To: Front Office Manager / General Manager
Department: Front Office
Location: Hotel Property
Job Level: Middle Management / Duty Manager
Position Summary:
The Night Manager is the Manager on Duty (MOD) and the senior authority representing the hotel during the overnight shift. This role is responsible for the safety, security, and smooth operation of the entire property outside of regular business hours. The Night Manager oversees the night audit process, handles any emergencies or guest issues that arise, and provides leadership to all overnight staff, ensuring a secure and peaceful environment for guests and employees.
Key Responsibilities:
- Hotel Operations & Security:
- Act as the primary decision-maker for the hotel during the night shift.
- Conduct regular security walks of the entire property, including public areas, back-of-house, and the perimeter.
- Monitor CCTV and ensure all security protocols are followed.
- Respond to and manage any emergencies, such as fire alarms, medical situations, or security incidents, following established procedures.
- Guest Relations:
- Handle all guest inquiries, requests, and complaints during the shift with professionalism and empathy.
- Welcome and assist late arrivals and early departures.
- Provide a visible and approachable management presence for guests throughout the night.
- Night Audit Supervision:
- Supervise the Night Audit process to ensure the accuracy of daily revenue postings, room rate verification, and the preparation of operational and financial reports for management.
- Review and approve allowances and rebates as necessary.
- Administration & Reporting:
- Complete a detailed Night Manager's report, documenting all significant events, incidents, and guest feedback from the shift.
- Liaise with department heads for the following day to ensure a smooth handover of information.
Qualifications & Experience:
- Bachelor’s degree in Hospitality Management or a related field.
- Minimum of 3-4 years of experience in Front Office operations, with at least 1-2 years in a supervisory or duty manager role.
- Experience working overnight shifts is essential.
- Strong problem-solving, decision-making, and crisis management skills.
- High level of integrity and discretion when handling sensitive situations.
- Proficiency in Property Management Systems (PMS) and understanding of the night audit process.
- Calm and composed demeanor under pressure.
