Hotel Night Manager

Description

• Serve as Night Manager on Duty (MOD), assuming full responsibility for hotel operations.
• Oversee and coordinate all overnight departmental functions, including Front Desk, Housekeeping, Maintenance, Security, and Food & Beverage (if applicable).
• Ensure smooth shift transitions and communicate effectively with daytime management regarding overnight activities, incidents, and follow-ups.
• Monitor staffing levels, productivity, and performance of overnight team members.

• Address and resolve guest complaints, concerns, and service recovery situations promptly and professionally.
• Act as the primary point of contact for VIP guests and escalated guest issues.
• Ensure a high level of guest satisfaction by upholding brand standards and service expectations.
• Handle conflict resolution between guests and/or staff in a calm and professional manner.

• Respond to and manage all emergency situations including medical incidents, fire alarms, safety hazards, and security issues.
• Ensure compliance with hotel safety, security, and emergency procedures.
• Conduct nightly property walkthroughs to ensure guest safety, cleanliness, and security.
• Liaise with emergency services, law enforcement, or on-call management as required

• Complete incident reports, shift logs, and other required documentation.
• Communicate significant operational or guest-related issues to senior management.

• Ensure the hotel is well-maintained, secure, and presentable throughout the night
• Identify and report maintenance issues or safety hazards.
• Uphold all brand, service, and operational standards.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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Source:
Crescent Hotels & Resorts