Night Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

We'll support you, in and out of the workplace by offering:

• World class training and development, including leadership development.
• Rooms and Food & Beverage discount with Marriott International.
• Hot meals on duty and unlimited access to tea and coffee.
• Excellent Spa Discounts.
• Free Off-Peak Access to the Gym, because your wellbeing is important.
• Referral bonus programme, rewarding you up to £250 per successful employee.
• A range of team engagement activities throughout the year.
• Perkbox - Free enrolment onto Perkbox which provides you with access to unlimited deals from retailers, restaurants to cinema's and more...
• Canada Life - You will have access to an employee assistance helpline, which provides you with wellness and mental health programmes.
• Medicash: Medicash provides you with health cover and free GP online video consultations.
• Life Assurance.

A bit about the Job

Our Night Managers play a vital role in delivering a great guest experience to all our guests. They have a keen eye for detail, an organised approach and a willingness to exceed our guest expectation. Often operating on the front line, they are the real ambassadors of our company, and are committed to consistently delivering high standards.

What we require from you

To manage the smooth running of the night audit procedures and reception back office, to ensure delivery of the highest standards of product and service, a passionate approach to exceeding our customers' expectations and as a champion of our vision and values, promote a professional and positive image to all our guests and contribute to the hotel's targets. While this, providing our guests with a great stay every time.

Key Responsibilities:

• Check in late arrivals, assist guests with enquiries, and provide overnight front desk support.
• Use OPERA PMS to manage reservations, guest profiles, and financial transactions.
• Ensure a seamless and welcoming experience for all guests.
• Handle guest complaints and special requests professionally and efficiently.
• Balance and reconcile daily financial transactions, including room revenue, food and beverage sales, and other charges.
• Manage and supervise the night team, ensuring high levels of motivation, performance, and guest service standards are maintained.
• Lead by example, providing training, support, and guidance to team members to maintain an efficient and smooth night operation.
• Ensure all team members are aware of and follow hotel policies, procedures, and safety standards.
• Investigate and analyse out-of-balance situations, making adjustments or corrections as needed.
• Process guest payments, post charges accurately, and resolve any discrepancies.
• Prepare end-of-day financial reports for management, ensuring accuracy in accounting records.
• Collaborate with the front office and accounting teams to address any issues identified during the night audit.
• Conduct regular security checks throughout the hotel premises to ensure guest and property safety.
• Handle emergency situations overnight, acting as the primary point of contact and coordinating with necessary departments.
• Report any safety or security concerns to the maintenance and management teams.
• Maintain clear communication with the day team by preparing detailed handover notes.
• Ensure all relevant guest requests, maintenance issues, and operational updates are recorded and communicated effectively.
• Keep public areas, including the front desk and lobby, clean and organised.

Requirements & Qualifications:

• Previous experience in a management role within a 4-star or 5-star hotel environment.
• Strong knowledge of hotel front desk operations and night audit procedures.
• Experience with OPERA PMS or other hotel reservation and billing systems.
• Excellent problem-solving skills and the ability to remain calm under pressure.
• Strong attention to detail, organisational skills, and multitasking abilities.
• Ability to work independently with minimal supervision.
• Strong communication and customer service skills.
• Knowledge of safety and security procedures, including emergency response protocols.
• Flexibility to work overnight shifts, including weekends and holidays.