Job Description

Job Responsibilities

• Oversee and manage all hotel operations during the night shift, ensuring seamless service delivery across Rooms, Food & Beverage, Events, Security, and Health & Safety.
• Act as the Manager on Duty and serve as the senior decision-maker during overnight operations.
• Ensure high levels of guest satisfaction by proactively resolving guest concerns, complaints, and service recovery situations.
• Serve as the primary point of contact for VIP guests, special requests, and operational escalations.
• Lead, supervise, coach, and develop night shift team members to maintain service excellence and operational efficiency.
• Coordinate and maintain effective communication between all operational and support departments.Oversee guest check-in, check-out, reservations support, and front office operations to ensure a seamless guest experience.
• Monitor hotel occupancy, operational performance, and service standards to achieve business objectives.Manage the night audit process, ensuring accurate revenue posting, reconciliation, and preparation of daily management reports.
• Ensure compliance with financial controls, cash handling procedures, credit policies, and hotel accounting standards.
• Monitor and safeguard hotel assets, cash, guest property, and overall hotel security throughout the night.Respond effectively to emergencies, incidents, and crisis situations in accordance with established policies and procedures.
• Ensure compliance with health, safety, security, data protection, and business continuity requirements.
• Review operational issues, identify discrepancies, and implement corrective actions to maintain smooth hotel operations.Support revenue generation, cost control, and profitability targets across rooms and other revenue-generating departments.
• Prepare comprehensive shift handovers and communicate key operational updates to the incoming management team.
• Ensure adherence to hotel policies, brand standards, standard operating procedures, and regulatory requirements.
• Foster a positive work environment and promote teamwork, accountability, and a culture of exceptional guest service.

Person Specifications

• A bachelor's degree or a diploma qualification in hospitality management, hotel management, or a related field is typically preferred.
• Leadership experience of minimum three years in Front Office Department in a 5-star hotel with a minimum of 300 rooms.
• Experience in multi-cultural environment.
• Previous Duty Manager or Night Manager experience.
• Strong verbal and written communication skills.
• Ability to work effectively under pressure.
• Quick decision-making and problem-solving skills.
• Ability to handle guest and team member concerns professionally.
• Strong organizational skills with the ability to prioritize tasks and meet deadlines.
• Basic understanding of financial reports and numerical data.
• Night Audit or Accounts experience is an added advantage.
• Ability to work independently and manage overnight operations effectively.
• Flexible and adaptable to changing operational requirements.