Front Office Overnight Manager

AccorHotel•Seattle, WA

17h•$80,000 - $84,000•Onsite

About The Position

At Fairmont Hotels & Resorts, providing engaging, sincere, and personalized service is at the heart of how we turn moments into memories for our guests. As Overnight Manager, you will lead the overnight Front Office operation with confidence, professionalism, and care, serving as the primary leader of the hotel during overnight hours. You will ensure seamless hotel operations, support and develop overnight colleagues, and deliver exceptional guest experiences while maintaining the highest standards of safety, service, and operational excellence. This role is responsible for overseeing overnight hotel operations, resolving guest concerns with urgency and empathy, ensuring accurate daily reporting and auditing processes, and fostering a culture of accountability and teamwork throughout the overnight shift.

Requirements

Minimum 3 years leadership experience in Rooms, including a solid working knowledge of Front Office operating systems.
Proven leadership skills which support an environment of employee growth and development, interdepartmental teamwork and exceptional customer service.
Superior interpersonal and communication skills, both written and verbal.
Highly organized, results-oriented with the ability to be flexible.
Works well under pressure in a fast-paced, changing environment.
Computer literacy required: Microsoft Windows, MS Office and Property Manager.
Must hold valid USA work authorization.
Available to work mornings, evenings, weekends, and holidays.

Nice To Haves

Previous experience as a Front Desk Manager is an asset.
University degree or College diploma in Hotel Management preferred.
Opera Cloud and ALICE is an asset.

Responsibilities

Overseeing all overnight hotel operations and ensuring exceptional service standards are maintained throughout the night.
Fostering a safe, welcoming, and service-focused environment while supporting overnight colleagues and ensuring operational efficiency across departments.
Consistently offer professional, friendly and engaging service.
Lead and manage all aspects of the Front Office department and ensure all service and financial standards are followed.
Working closely with Engineering, Housekeeping, Security and Stewarding.
Maximize rooms revenue through participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practices.
Handle guest concerns and react quickly, logging and notifying proper areas.
Conduct regularly scheduled departmental meetings.
Balance operational, administrative and Colleague needs.
Assist guests regarding hotel facilities in an informative and helpful way.
Follow department policies, procedures and service standards.
Arrive at workplace on time in full business attire (suit and tie) prepared with tools and all equipment needed for service.
Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
Review the room availability and check status of departures daily.
Relay all pertinent information to the Night Front Desk Team, the following shift supervisor, Assistant Front Desk Manager, and all relevant areas in the rooms division.
Supervise, coach, and mentor all Front Desk and Royal Service Agents ensuring the correct sequence of events for proper registration, checkout and billing of guests.
Assign breaks and specific tasks related to credit, missing addresses, printing registration cards, registering and keying guests, creating check-in packets, posting charges, and overall cleanliness and organization of the Front Desk.
Manage staffing levels as occupancy fluctuates.
Driving all standards while out on the floor with the Front Desk Agents.
Ensure efficient guest registration, check out, and telephone service.
Ensure that their duties are completed in accordance with established policies, procedures, and standards.
Handle any guest challenges that may arise.
Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the Front Desk and Royal Service Agents so the problem does not arise again.
Create a welcoming environment for all guests and patrons; assure that all guests are acknowledged while in the lobby either verbally or visually (adhering to the 15-5 rule).
Accept requests from guests regarding luggage handling and storage, delivery of items.
Maintain all logbooks, keeping them accurate, updated and in good order.
Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved.
Participate in ongoing training of associates for continued performance improvement.
Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.
Inspect associates’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicating expectations of these areas to the staff.
Maintain a daily log of all guests’ opportunities with corrective action steps.
Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
Any other duties as assigned by the Assistant Director of Rooms.

Benefits

Salary of $80,000 - $84,000 / year
Employee travel program offering discounted rates at Fairmont and Accor properties worldwide
Parking/Commuting discounts
Medical, dental, and vision insurance available for all full-time colleagues and their families. Additional supplemental insurance available, including free base employee-only medical insurance
401K retirement plans with a 4% match for all colleagues
Paid meal breaks with complimentary meals served in our Staff Dining Room
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world
Ability to make a difference through our Corporate Social Responsibility activities
Fun, elegant atmosphere with amazing colleagues!