Front Desk Overnight Manager

Full-Time

Job Summary:

The Overnight Resort Manager oversees all hotel operations during the night shift, ensuring that guests receive exceptional service, and that the hotel's safety and operational standards are maintained. This position requires excellent leadership, problem-solving, and customer service skills, as the manager is often the point of contact for any guest issues or emergencies that arise during the night.

Essential Job functions: Include the following. Other duties may be assigned.

1. Guest Relations & Front Desk Management:
   • Manage front desk operations, including check-ins, check-outs, and guest requests.
   • Ensure that guests' needs are addressed promptly and professionally.
   • Handle guest complaints, resolving issues to ensure guest satisfaction.
   • Monitor reservations and room availability, processing late arrivals or early departures.
2. Operational Supervision:
   • Supervise night staff, including front desk agents, engineering, bellman, valet and security.
   • Ensure all departments run smoothly during the night shift.
   • Coordinate with other departments (engineering, housekeeping) for urgent requests or emergencies.
   • Conduct nightly audits to ensure accuracy in daily financial transactions.
3. Safety & Security:
   • Monitor the hotel premises and ensure safety protocols are followed.
   • Respond to emergencies, including medical situations, fire alarms, and security breaches.
   • Liaise with local authorities when necessary and complete incident reports.
4. Financial Responsibilities:
   • Perform nightly audits of the hotel’s financial transactions, including verifying room charges and settling accounts.
   • Ensure the accuracy of the cash drawer, reporting discrepancies to upper management.
5. Administrative Duties:
   • Prepare nightly reports for management, summarizing key activities, guest issues, and financial data.
   • Ensure proper communication between the night and day shifts, including passing on important information
6. Leadership:
   • Provide guidance and support to night staff, ensuring they adhere to hotel policies and procedures.
   • Train and mentor new team members as needed.

Skills & Qualifications:

• Previous experience in hotel management or hospitality is preferred.
• Strong leadership and interpersonal skills.
• Excellent problem-solving abilities and the ability to handle high-pressure situations.
• Familiarity with property management systems (PMS) and financial reporting.
• Knowledge of hotel safety and security protocols.
• Ability to work independently and make decisions with minimal supervision.
• Strong organizational and multitasking skills.

Working Conditions:

• This position primarily works overnight shifts, including weekends and holidays.
• The role involves standing, walking, and some physical activity during emergencies or guest assistance.

Education & Experience:

• At least 2 years of hotel management or supervisory experience, especially in a night shift or guest-facing role.