About this role
Job Responsibilities
- Oversee and manage all hotel operations during the night shift, ensuring seamless service delivery across Rooms, Food & Beverage, Events, Security, and Health & Safety.
- Act as the Manager on Duty and serve as the senior decision-maker during overnight operations.
- Ensure high levels of guest satisfaction by proactively resolving guest concerns, complaints, and service recovery situations.
- Serve as the primary point of contact for VIP guests, special requests, and operational escalations.
- Lead, supervise, coach, and develop night shift team members to maintain service excellence and operational efficiency.
- Coordinate and maintain effective communication between all operational and support departments.Oversee guest check-in, check-out, reservations support, and front office operations to ensure a seamless guest experience.
- Monitor hotel occupancy, operational performance, and service standards to achieve business objectives.Manage the night audit process, ensuring accurate revenue posting, reconciliation, and preparation of daily management reports.
- Ensure compliance with financial controls, cash handling procedures, credit policies, and hotel accounting standards.
- Monitor and safeguard hotel assets, cash, guest property, and overall hotel security throughout the night.Respond effectively to emergencies, incidents, and crisis situations in accordance with established policies and procedures.
- Ensure compliance with health, safety, security, data protection, and business continuity requirements.
- Review operational issues, identify discrepancies, and implement corrective actions to maintain smooth hotel operations.Support revenue generation, cost control, and profitability targets across rooms and other revenue-generating departments.
- Prepare comprehensive shift handovers and communicate key operational updates to the incoming management team.
- Ensure adherence to hotel policies, brand standards, standard operating procedures, and regulatory requirements.
- Foster a positive work environment and promote teamwork, accountability, and a culture of exceptional guest service.
Person Specifications
- A bachelor's degree or a diploma qualification in hospitality management, hotel management, or a related field is typically preferred.
- Leadership experience of minimum three years in Front Office Department in a 5-star hotel with a minimum of 300 rooms.
- Experience in multi-cultural environment.
- Previous Duty Manager or Night Manager experience.
- Strong verbal and written communication skills.
- Ability to work effectively under pressure.
- Quick decision-making and problem-solving skills.
- Ability to handle guest and team member concerns professionally.
- Strong organizational skills with the ability to prioritize tasks and meet deadlines.
- Basic understanding of financial reports and numerical data.
- Night Audit or Accounts experience is an added advantage.
- Ability to work independently and manage overnight operations effectively.
- Flexible and adaptable to changing operational requirements.