JOB SUMMARY
The Duty Manager - Night is responsible for the overall management of hotel operations during the overnight shift, ensuring exceptional guest experiences, operational efficiency, and strict adherence to brand standards. As the leader on duty, this role serves as the primary point of contact for all departments, maintaining a safe, secure, and seamless environment for guests and colleagues alike.
WHAT YOU WILL BE DOING
- Oversee all hotel operations during the overnight shift, ensuring smooth and efficient service delivery.
- Supervise night audit procedures and Front Office operations, ensuring accurate completion of financial reports and system rollovers.
- Conduct regular property walks to monitor cleanliness, safety, and operational readiness.
- Act as the main point of contact for all departments overnight, ensuring clear communication and coordination.
- Handle guest check-ins, check-outs, room changes, and special requests in a professional and timely manner.
- Resolve and report guest complaints or incidents promptly, ensuring appropriate follow-up.
- Monitor lobby activity to maintain a welcoming, safe, and secure environment.
- Prepare and communicate detailed shift reports, highlighting key overnight activities to the morning management team.
- Ensure all Front Office procedures and brand standards are consistently followed.
- Complete all night audit documentation, including Front Office, Accounting, and Accor Live Limitless reconciliation.
- Coordinate with Butlers and Housekeeping on early arrivals, room readiness, and room status updates.
- Respond to emergency situations (e.g., fire alarms, medical incidents, power outages) in accordance with hotel protocols.
- Liaise with Engineering on urgent overnight maintenance matters.
- Reconcile discrepancies in guest folios and room inventory in collaboration with relevant teams.
- Prepare the lobby and operational areas for a smooth transition to the morning shift.
- Supervise and manage overnight teams including Butlers, Buggy, Engineering, Security, and Public Area colleagues.
- Train, support, and coach team members to maintain high service standards.
- Manage room inventory, including walk-ins, cancellations, and no-shows effectively.
- Enforce all hotel safety and security procedures consistently.
- Perform administrative duties such as incident logging, maintaining lost & found records, and updating guest preferences.
- Conduct overnight and morning briefings to ensure team alignment and awareness of security protocols.
- Handle cash float and oversee daily transactions accurately.
- Participate in departmental and management meetings as required.
- Maintain confidentiality of all guest and hotel information.
- Provide lateral service and perform additional duties as assigned by Management.
YOUR EXPERIENCE AND SKILLS INCLUDE:
- Minimum 3-5 years of Front Office experience in a luxury hotel environment, with supervisory exposure preferred.
- Strong understanding of night audit procedures and hotel systems.
- Excellent interpersonal and communication skills with a guest-centric mindset.
- Proven ability to handle challenging situations with professionalism and sound judgment.
- Strong leadership, team management, and decision-making capabilities.
- High level of attention to detail and accuracy, particularly in financial reconciliation.
- Ability to work independently and remain composed under pressure.
- Flexibility to work overnight shifts, weekends, and public holidays.
- Proficiency in hotel management systems (e.g., Opera or similar) is an advantage.
