Key Responsibilities:
Guest Service: Ensure excellent customer service during the night shift, addressing guest needs and resolving complaints in a timely manner.
Staff Supervision: Oversee and manage the performance of the night shift front desk staff, ensuring adherence to hotel policies and procedures.
Check-in and Check-out: Oversee the check-in and check-out process for guests arriving or departing during the night, ensuring smooth and efficient service.
Security and Safety: Ensure the safety and security of the property, guests, and staff during the night, including managing key control systems, monitoring security systems, and responding to any emergencies or incidents.
Operational Management: Ensure that hotel procedures are followed, including managing the daily logbook, completing night audit duties, and balancing cash drawers.
Reporting: Complete night audit reports, generate end-of-day reports, and ensure all financial transactions are properly recorded.
Communication: Maintain clear communication with the day management team to ensure a smooth handover of information and ongoing issues.
Billing and Payments: Oversee any late payments, billing adjustments, or issues related to guest accounts.
Maintenance Coordination: Respond to any maintenance or housekeeping issues, coordinating with the relevant teams to address problems as they arise.
Guest Relations: Provide personalized service to guests, ensuring their needs are met and resolving any concerns to ensure guest satisfaction.
Inventory Control: Monitor and manage hotel stock levels (e.g., supplies for front desk, toiletries, etc.) as needed during the night shift.
Compliance: Ensure the hotel is in compliance with local laws, health and safety regulations, and company policies.
Key Requirements:
Proven experience in hospitality management, preferably in a front office or hotel management role.
Strong leadership skills, with the ability to motivate and manage a team effectively during the night shift.
Excellent communication skills, both written and verbal.
Ability to handle emergency situations calmly and efficiently.
Strong organizational skills and attention to detail.
Ability to work independently and take initiative.
Flexibility to work overnight shifts, including weekends and holidays.
Proficiency with hotel management software and general office programs (e.g., MS Office, PMS systems).
Preferred Qualifications:
A degree in hospitality management or a related field.
Prior experience as a Night Manager or in a supervisory role within the hotel industry.
Knowledge of local laws and regulations related to the hospitality industry.
Fluency in multiple languages is a plus.
Work Environment:
Night shifts (typically 11 PM – 7 AM or similar hours).
The role may require handling emergency situations, which could involve standing or walking for extended periods.
Occasional physical work, such as assisting with luggage or emergency maintenance