The Night Manager oversees all resort operations during overnight hours at Fairmont Mayakoba, ensuring exceptional guest experiences consistent with Fairmont and Accor luxury standards. This leadership role safeguards the resort鈥檚 safety, service quality, and operational continuity while acting as the highest authority on property throughout the night.
Guest Experience & Service Excellence
- Serve as the primary manager on duty for all guest interactions during night hours, delivering service aligned with Forbes 5鈥憇tar and Fairmont Service Promise standards.
- Manage late arrivals, overnight requests, early departures, VIP and repeat鈥慻uest preferences, and unexpected stay extensions.
- Handle guest concerns with empathy and efficiency, ensuring timely follow鈥憉p and resolution.
Resort Operations & Coordination
- Oversee overnight operations across the resort鈥檚 multiple buildings, casitas, villas, and pathways within Mayakoba鈥檚 natural environment.
- Conduct regular inspections of:
- Public areas
- Lobby and Front Office
- Pools and beaches (security sweep)
- Transportation areas & golf cart stations
- Back鈥憃f鈥慼ouse corridors
- Casitas, guest hallways, and access points
- Coordinate with Housekeeping for urgent room moves, deep clean requests, or unexpected issues.
- Support Engineering in responding to sudden maintenance cases (HVAC, lighting, water, locks).
Safety, Security & Environmental Protection
- Ensure guest, colleague, and property safety in collaboration with the Security Department.
- Respond immediately to incidents including:
- Medical emergencies
- Wildlife concerns specific to the Mayakoba ecosystem
- Fire alarms or technical failures
- Noise complaints
- Lost items and incident reports
- Protect the resort鈥檚 ecological environment by enforcing sustainability and wildlife鈥憆espect guidelines.
Financial & Audit Responsibilities
- Complete and validate the Night Audit process, ensuring accuracy in:
- Revenue postings
- Rate discrepancies
- Daily financial reconciliation
- Cashiering and shift drops
- Prepare morning reports for senior management (occupancy, ADR, pick鈥憉p, arrivals/departures review).
- Monitor room availability for early arrivals and ensure inventory accuracy.
Leadership & Team Management
- Supervise overnight Front Office, Bell/Transport, Security, and any overnight support teams.
- Ensure colleagues follow grooming standards, brand service guidelines, and safety protocols.
- Conduct pre鈥憇hift briefings and communicate next-day operational needs.
- Provide coaching, support, and conflict resolution as needed.