Overnight Operations Manager

Job Description

The Front Office Manager is responsible for overseeing the daily operations of the hotel's front office department, ensuring exceptional guest service and efficient operations. This role requires strong leadership, problem‑solving, and communication skills to manage a team of front desk agents, night auditors, and bell staff.

• Guest Service:
  • Oversees all guest interactions, ensuring prompt, courteous, and efficient service.
  • Resolves guest complaints and issues in a timely and satisfactory manner.
  • Ensures guest satisfaction through proactive problem‑solving and attention to detail.
• Team Management:
  • Recruits, hires, trains, and develops front office staff.
  • Creates and manages staff schedules to optimize labor costs and ensure adequate coverage.
  • Conducts performance reviews and provides feedback to improve employee performance.
  • Motivates and empowers the team to deliver exceptional service.
• Operations Management:
  • Manages daily front office operations, including check‑in, check‑out, reservations, and room assignments.
  • Monitors key performance indicators (KPIs) to track department performance and identify areas for improvement.
  • Ensures compliance with hotel policies, procedures, and brand standards.
  • Maintains a clean, organized, and welcoming front office environment.
• Financial Management:
  • Monitors and controls departmental expenses to maximize profitability.
  • Ensures accurate and timely processing of guest charges and payments.
  • Conducts regular audits to identify and correct discrepancies.
• Sales and Marketing:
  • Assists with sales and marketing efforts by promoting the hotel's amenities and services.
  • Implements upselling and cross‑selling techniques to increase revenue.

• Proven experience as a Front Office Manager or similar role in the hospitality industry.
• Strong leadership and interpersonal skills.
• Excellent problem‑solving and decision‑making abilities.
• Proficient in hotel property management systems (PMS).
• Knowledge of reservation systems and yield management.
• Strong attention to detail and organizational skills.
• Ability to work flexible hours, including weekends and holidays.

Source:
Northwood Hospitality