Night Supervisor

Key Responsibilities

Front Office Operations

• Supervise all Front Office activities during the night shift.
• Ensure smooth and efficient check-in and check-out procedures.
• Handle VIP arrivals, walk-ins, late arrivals, early departures, and guest requests.
• Monitor room availability, room assignments, occupancy, upgrades, and overbooking situations.
• Ensure VIP rooms and assigned rooms are properly prepared.
• Maintain hotel service standards throughout the overnight shift.
• Ensure complete and accurate handover to the morning Front Office team.

Night Audit & Financial Control

• Monitor and oversee end-of-day financial closing procedures.
• Audit Front Office transactions in the PMS and physical records for accuracy.
• Balance cash receipts, credit card transactions, City Ledger, Guest Ledger, House Accounts, and PM accounts.
• Verify room charges and reconcile revenues from Rooms, Food & Beverage, Banquet, Spa, Laundry, and other revenue sources.
• Audit room rates, packages, market segments, source codes, complimentary rooms, house-use rooms, upgrades, rate overrides, and upsell charges.
• Review high-balance accounts and pending credit limits.
• Audit booking vouchers, LOA/LOG, service invoices, miscellaneous and rebate vouchers.
• Verify cash fund balances and ensure proper cash-handling procedures.
• Investigate and immediately report financial discrepancies.
• Generate required financial and Night Audit reports.
• Complete the PMS business-day closing and submit Night Audit findings before the end of the shift.
• Check OOO room status and maintain control of hotel revenue and confidential financial records.

Guest Service Excellence

• Deliver personalized and professional guest experiences consistent with luxury/four-star hotel service standards.
• Respond promptly and professionally to guest concerns and complaints.
• Handle guest requests efficiently and provide appropriate service recovery within authorized limits.
• Follow up on unresolved guest concerns before the end of the shift.
• Ensure guest satisfaction and maintain professional communication at all times.

Leadership & Team Supervision

• Supervise and support Front Office associates working the night shift.
• Provide coaching, guidance, and direction to team members.
• Monitor staff productivity, professionalism, attendance, grooming, and compliance with hotel policies and SOPs.
• Coordinate effectively with Housekeeping, Security, Engineering, and other departments.
• Promote teamwork and operational efficiency throughout the overnight shift.

Safety & Security

• Act as the senior hotel representative during overnight operations.
• Conduct regular inspections and overnight rounds of the lobby, guest floors, parking areas, public areas, and function rooms.
• Respond with Security to emergencies such as fire alarms, medical emergencies, power outages, guest disturbances, and security incidents.
• Coordinate with Security Officers and emergency responders when required.
• Report and document incidents appropriately.
• Immediately escalate critical operational, safety, financial, or security concerns to the appropriate management level.

Hotel Operations Monitoring

• Monitor overall hotel conditions and service standards during the night.
• Ensure cleanliness standards are maintained in public and operational areas.
• Identify and report maintenance concerns promptly.
• Monitor room-status discrepancies and coordinate necessary corrections.

Communication & Reporting

• Prepare or review the Daily Manager's Report and required overnight reports.
• Record significant events and operational matters in the logbook.
• Communicate important information, pending concerns, and incidents to the morning management team.
• Maintain accurate and complete overnight documentation.
• Prepare and review reports including Night Audit, Daily Revenue, House Count, Occupancy, Arrivals & Departures, No Show, Complimentary Room, House Use, Incident, Guest Ledger, Cashier Summary, Credit Card Settlement, Discrepancy, and Manager's Log reports.

Reservations & Room Inventory

• Review arrivals and departures and verify room blocking.
• Coordinate room assignments, upgrades, and VIP preparations.
• Monitor room inventory and occupancy.
• Identify and assist in resolving overbooking and room-status issues.

Compliance

• Ensure compliance with hotel SOPs, brand standards, Fire Life Safety procedures, Data Privacy regulations, cash-handling policies, and internal audit requirements.
• Maintain confidentiality and security of guest and hotel information.
• Ensure all overnight operations meet established hotel standards.

REQUIRED COMPETENCIES

Technical Skills

• Proficiency in hotel Property Management Systems such as Opera, Oracle Opera Cloud, Protel, Fidelio, or similar systems.
• Working knowledge of Microsoft Office, particularly Excel, Word, and Outlook.
• Revenue reconciliation and financial auditing.
• Cash management and control.
• Report preparation and data validation.
• Strong attention to detail and accuracy in checking and reconciliation.

Leadership Skills

• Decision-making and sound judgment.
• Conflict resolution and problem-solving.
• Team supervision and coaching.
• Time management and multitasking.
• Strong organizational skills and attention to detail.

Guest Service Skills

• Excellent verbal and written communication.
• Professional complaint handling and service recovery.
• Luxury hospitality etiquette.
• Professional appearance and conduct.
• Ability to manage multiple priorities while maintaining service standards.

QUALIFICATIONS

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field is preferred.
• Minimum of 2–3 years of Front Office experience in a hotel environment.
• At least 1 year of supervisory or Night Auditor experience is preferred.
• Strong understanding of hotel accounting and financial control principles.
• Experience using a hotel Property Management System.
• Excellent English communication skills; additional languages are an advantage.
• Willingness to work overnight shifts, weekends, and holidays.

KEY PERFORMANCE INDICATORS

Success in the role will be measured through:

• 100% completion of Night Audit with no unresolved discrepancies.
• Accuracy of financial reports, revenue postings, and reconciliations.
• Zero major cash variances.
• Positive guest satisfaction and overnight guest feedback.
• Timely and effective resolution of guest concerns.
• Compliance with audit, hotel, and brand standards.
• Accurate and complete shift handover.
• Effective management of overnight safety and security incidents.
• Completion of all required reports before the end of the shift.
• Consistent team compliance with grooming, attendance, professionalism, and service standards.

AUTHORITY

The Night Supervisor is authorized to:

• Make operational decisions during the overnight shift.
• Resolve guest complaints within approved compensation limits.
• Coordinate emergency responses.
• Authorize room moves and upgrades in accordance with hotel policy.
• Escalate critical operational, financial, guest, or security matters to the Manager on Duty or senior management as required.

The Night Supervisor plays a critical role in maintaining the hotel's overnight operations, balancing operational leadership, guest satisfaction, financial integrity, safety, security, and service excellence while ensuring a seamless transition to the morning team.

Why Join Valero Grand Suites by Swiss-Belhotel Makati?

At VGSB, we believe our people are the heart of our success. We invest in our team by providing opportunities for growth, recognition, and continuous learning.

Enjoy These Employee Benefits

💰 Competitive Basic Salary

🎯 Monthly Performance Incentive (on top of your Basic Salary)

🏥 HMO Coverage

🍽️ Free Duty Meal

📚 Learning and Career Development Opportunities

📈 Career Growth with an International Hotel Brand

🤝 Positive and Supportive Team Culture

🌟 Employee Recognition Programs

At Valero Grand Suites by Swiss-Belhotel Makati, every room reflects our commitment to excellence—and every team member plays an important role in creating memorable guest experiences.

Be part of a team where your leadership makes a difference.

Apply today and grow your hospitality career with us!