Night Manager

TPG Hotels Resorts and Marinas
US - District of Columbia - Washington
January 4, 2025

Job Summary

The Night Manager is responsible for overseeing the operations of the hotel during the night shift, ensuring guest satisfaction, security, and smooth operations. This includes managing front desk operations, guest requests, security, and coordinating with other hotel departments to ensure a seamless experience for both guests and staff. The Night Manager ensures that the hotel remains secure, meets guest expectations, and operates efficiently throughout the night.

Key Responsibilities

Guest Relations:
- Ensure guests receive exceptional service and address any concerns or complaints in a professional manner.
- Handle check-ins and check-outs during the night shift, ensuring smooth transitions for guests.
- Address guest inquiries and requests promptly, ensuring a positive and pleasant experience.
- Maintain a high level of guest service and satisfaction, resolving issues that arise during the night.
Supervision & Staff Management:
- Supervise and provide guidance to the night shift team, including front desk staff, security personnel, and housekeeping staff.
- Provide direction and support to team members to ensure efficiency and high-quality service.
- Conduct staff briefings and ensure team members are informed about any changes, policies, or special requests.
- Manage employee performance and address any issues that may arise during the night shift.
Security and Safety:
- Ensure the security and safety of hotel guests and staff by monitoring surveillance systems, patrolling the premises, and enforcing hotel policies.
- Respond to security incidents or emergencies, coordinating with local authorities when necessary.
- Ensure compliance with health and safety regulations and emergency procedures.
- Monitor and maintain the hotel's physical property to ensure it is safe, clean, and functional.
Operational Oversight:
- Ensure that all hotel operations run smoothly during the night shift, including guest check-ins, reservations, and processing payments.
- Coordinate with housekeeping to ensure that rooms are clean and prepared for guest arrivals or early departures.
- Ensure proper maintenance of hotel equipment and facilities by identifying issues and reporting them to maintenance staff.
- Oversee the nightly financial procedures, including the completion of night audits, reconciliation of cash drawers, and preparation of reports.
Communication & Reporting:
- Maintain clear and constant communication with the General Manager, Operations Manager, and day staff about any issues or important matters that arise during the night shift.
- Document and report any incidents, guest complaints, or operational issues, and ensure they are followed up on.
- Ensure that all hotel policies, procedures, and standards are followed by night staff.
Administrative Responsibilities:
- Oversee the preparation and submission of nightly financial reports, ensuring that all charges and payments are accurate.
- Assist with the preparation of reports for daily, weekly, or monthly operations as required by management.
- Monitor and respond to email or phone inquiries as necessary during the night shift.
Guest Experience:
- Ensure that guests have a comfortable and enjoyable stay, responding to requests for extra services (e.g., wake-up calls, room service, etc.).
- Handle and resolve any guest complaints or issues that occur during the night, working to ensure a satisfactory resolution.

Qualifications

Previous hotel management experience, preferably in a night manager or front desk role.
Strong leadership, problem-solving, and interpersonal skills.
Ability to work independently with minimal supervision.
Excellent communication skills, both written and verbal.
High attention to detail and strong organizational skills.
Ability to remain calm and composed during stressful or emergency situations.
Strong understanding of hotel operations, including reservations, front desk systems, and financial procedures.
Proficient in using hotel management software and basic office tools (e.g., Microsoft Office).
Ability to work nights, weekends, and holidays as required.

Working Conditions

Typically a night shift, with hours from late evening until early morning (e.g., 10 PM - 7 AM).
Must be available for emergency situations, including security or guest complaints.
Ability to stand, walk, and assist guests for extended periods.
May need to lift or move items up to 25 pounds.
Working in a fast-paced environment and managing multiple tasks simultaneously.

Additional Information

The Night Manager role is typically salaried, with potential for bonuses based on performance and guest satisfaction metrics.
There may be opportunities for growth and advancement into higher management roles within the hotel.

50-60K

Read the full job description and apply online on the recuiter's web-site

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