Night Manager

The Night Manager oversees the hotel’s overnight operations, with a strong focus on Front Office and guest services. The role ensures smooth operations, guest satisfaction, safety and security, and service excellence while providing effective support and decision-making throughout the night.

Key Responsibilities

• Act as the management representative on duty during the night, providing leadership and operational support across the hotel, with a strong focus on Front Office operations.
• Oversee overnight hotel operations to ensure smooth service delivery and a seamless guest experience.
• Lead, coach, and support the Front Office team in maintaining high standards of guest service and operational efficiency.
• Ensure a seamless guest journey from arrival to departure, proactively anticipating and addressing guest needs.
• Handle and resolve guest complaints and operational issues in a timely and professional manner.
• Monitor guest satisfaction through Voice of the Guest (VOG), online reviews, surveys, and in-house feedback.
• Ensure the hotel’s safety, security, and emergency procedures are followed throughout the night.
• Coordinate with relevant departments and ensure proper handover of operational matters to the morning team.
• Support hotel profitability by monitoring operational performance, controlling costs, and achieving departmental targets.
• Build strong guest relationships and promote guest loyalty through personalized and attentive service.
• Uphold and demonstrate Accor’s Vision, Values, and service culture in all aspects of overnight operations.

Requirements:

• Bachelor’s Degree or Diploma in Hospitality Management
• Minimum 5 years of supervisory experience within the hospitality industry, preferably
• Strong leadership skills with the ability to motivate and manage a diverse team effectively
• Excellent communication skills, both written and verbal, to interact with guests and colleagues
• Knowledge of hotel operations, including front office, housekeeping, and security procedures
• Flexibility to work night shifts, weekends, and holidays as needed in a dynamic, 24/7 environment