Reporting to the Front Office Manager, the Night Manager oversees overnight hotel operations, ensuring exceptional guest service and smooth operations. The key responsibilities include, but not limited to:
- Provide friendly and proactive service to all guests, addressing concerns and maintaining positive relationships.
- Supervise overnight operations, including conducting night audits, balancing hotel revenue from rooms and food & beverage, and ensuring accurate billing.
- Maximize room revenue by managing inventory, participating in yield meetings, and implementing Revenue Management strategies.
- Lead, mentor, and support the overnight team, ensuring effective communication, performance monitoring, and staff development.
- Ensure compliance with health, safety, and emergency protocols, serving as part of the Emergency Response Team.
- Oversee the check-in and check-out process, particularly managing late arrivals and early departures.
- Address guest concerns promptly and escalate issues to the appropriate teams to ensure a memorable experience.
- Continuously seek and use guest feedback to improve service and resolve issues effectively.
- Communicate operational needs and relevant information to the necessary teams through daily briefings, emails, and meetings.
- Review work schedules, manage staffing levels, and ensure all areas are properly maintained.
- Establish appropriate par levels for supplies and equipment, and complete requisitions to replenish shortages or order additional items as needed.
- Perform night audits and related accounting procedures, managing front desk operations and supervising the hotel staff during the overnight shift.
- Monitor front desk activities to ensure compliance with hotel policies regarding rebates, billing instructions, and discounted rates.
- Ensure cashiering procedures align with accounting policies and standards, including managing shortages/overages, late charges, petty cash, adjustments, and payment processing.
- Review the previous night’s no-shows and ensure accurate billing for such occurrences.
- Assist the Accounting department in investigating disputed charges and contact guests as needed to clarify issues related to front desk procedures.
- Support staff in resolving payment-related issues efficiently.
- Anticipate sold-out situations, monitor overbooked rooms, and manage the handling of “walked” guests.
- Perform other work-related duties as assigned.