Overnight Front Desk Manager

MCR Hotels•New York City, NY

10d•Onsite

About The Position

The Overnight Front Office Manager will be responsible for the management of all Front Office functions and team members during the overnight shift. This role directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members while ensuring a smooth overnight operation and successful transition into the next business day.

Requirements

Management of all Front Office functions and team members during the overnight shift.
Direct, implement, and maintain a service and management philosophy.
Ensure a smooth overnight operation and successful transition into the next business day.
Observe staffing levels to ensure guest service, operational needs, and financial objectives are met.
Support and train team members on adherence to all credit policies and procedures.
Promote same-day selling procedures to maximize room revenue and occupancy.
Understand the impact of Front Office operations on the overall hotel success.
Improve service by communicating and assisting individuals to understand guest needs.
Provide guidance, feedback, and individual coaching.
Encourage team members to provide excellent customer service.
Interact with guests to obtain feedback on product quality and service levels.
Identify developmental needs of the team and coach, mentor, or help others improve knowledge or skills.
Utilize interpersonal and communication skills to lead, influence, and encourage others.
Advocate sound financial and business decision making.
Demonstrate honesty and integrity and lead by example.
Establish and maintain open, collaborative relationships with team members.
Ensure recognition of team members.
Oversee all overnight Front Office operations.
Ensure successful completion of the Night Audit process and resolve audit-related issues.
Review, prepare, and distribute all required nightly operational and financial reports.
Monitor daily arrivals, departures, room inventory, and house status.
Serve as the Manager on Duty (MOD) during overnight hours.
Respond to guest concerns and emergency situations.
Partner with Security and Engineering to resolve overnight incidents.
Complete detailed shift recap reports.
Communicate all significant operational updates to the morning leadership team.
Support emergency response procedures and crisis management during overnight operations.
Ensure all overnight guest arrivals, departures, and requests are handled efficiently.
Maintain exceptional guest service.
Ensure all overnight operational checklists are completed.
Document and communicate outstanding issues to the morning leadership team.
Coordinate with Housekeeping, Engineering, Security, and other departments.

Responsibilities

Encourage and build mutual trust, respect, and cooperation among team members.
Develop specific goals and plans to prioritize, organize, and accomplish work.
Handle complaints, settle disputes, and resolve grievances and conflicts.
Participate in department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results.
Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met.
Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates.
Promote same-day selling procedures to maximize room revenue and occupancy.
Understand the impact of Front Office operations on the overall hotel success.
Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Encourage team members to provide excellent customer service within guidelines.
Interact with guests to obtain feedback on product quality and service levels.
Identify the developmental needs of team and coach, mentor, or otherwise help others to improve their knowledge or skills.
Utilize interpersonal and communication skills to lead, influence, and encourage others.
Advocate sound financial and business decision making.
Demonstrate honesty and integrity and lead by example.
Establish and maintain open, collaborative relationships with team members.
Ensure recognition of team members is taking place across areas of responsibility.
Oversee all overnight Front Office operations, ensuring a smooth and efficient shift.
Ensure the successful completion of the Night Audit process and resolve any audit-related issues.
Review, prepare, and distribute all required nightly operational and financial reports.
Monitor daily arrivals, departures, room inventory, and house status to ensure operational readiness for the morning shift.
Serve as the Manager on Duty (MOD) during overnight hours, responding to guest concerns and emergency situations.
Partner with Security and Engineering to resolve overnight incidents and maintain a safe environment.
Complete detailed shift recap reports and communicate all significant operational updates to the morning leadership team.
Support emergency response procedures and crisis management during overnight operations.
Ensure all overnight guest arrivals, departures, and requests are handled efficiently while maintaining exceptional guest service.
Ensure all overnight operational checklists are completed and any outstanding issues are properly documented and communicated to the morning leadership team.
Coordinate with Housekeeping, Engineering, Security, and other departments to ensure a smooth transition into the morning operation.