Night Manager

SOUTHALL FARM & INN•Franklin, TN

About The Position

The Night Manager assists with and acts as Manager on Duty for resort operations during overnight and evening shifts, delivering memorable guest experiences across Southall’s luxury offerings. The role supports multiple departments, resolves guest concerns, oversees overnight audit and financial reporting, monitors staffing and business levels, and helps ensure smooth guest arrivals, stays, and departures. It also involves maintaining hotel policies, protecting confidential guest information, communicating with team members, and escalating significant guest-satisfaction issues to senior leadership.

Requirements

Two to three years of previous hotel operations leadership experience in a luxury resort, demonstrating progressive career growth and exceptional performance.
Comply with attendance rules and be available to work regularly, including nights, weekends, and holidays.
Understand, speak, read, and write in English.
Communicate and provide directions clearly, concisely, and professionally in verbal and written form.
Excellent verbal and written communication, networking, and presentation skills in English.
Excellent organizational skills and attention to detail.
Ability to manage complex tasks and prioritize competing demands to meet deadlines.
Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
Constructive, team-centric leadership skills.
Strong team skills, including listening, coaching, guiding, flexibility, adaptability, collaboration, and facilitation.
Strong communication skills, including listening, asking questions, building consensus, presenting, and obtaining buy-in.
Ability to push, pull, and lift 50 pounds.
Ability to walk and stand for prolonged periods as needed.

Nice To Haves

Experience with the Opera PMS system.
Bachelor’s degree or higher-level education, or four years of related experience and/or training, or an equivalent combination of education and experience.

Responsibilities

Act as Manager on Duty for the property during overnight and evening shifts.
Assist Night Audit, Guest Services, Housekeeping, Food & Beverage, Security, Events, and Engineering with resolving guest issues and maintaining service flow.
Assist guests with safety and security concerns.
Resolve guest issues and escalate information to appropriate leaders and teams.
Review staffing and business levels proactively to enhance the guest experience.
Administer the overnight audit process, settle balances, prepare financial reporting, and ensure departments are set up for success in the property management system.
Build and maintain positive relationships with team members across departments through communication and regular face-to-face interaction.
Maintain and execute departmental and hotel policies.
Use a calm, organized approach when handling stressful situations.
Address major guest-satisfaction issues and escalate them to Senior Leadership as needed.
Respond to internal and external guest needs with care and urgency, and follow up promptly to support guest satisfaction.
Ensure sufficient staffing to meet daily business demands.
Maintain the confidentiality of guest information and follow protocols to protect pertinent data.
Coordinate and communicate through daily pre-shift meetings with team members in high guest-impact areas to support a smooth arrival-to-departure experience.
Maintain knowledge of services and features, operating hours, room types and rates, packages and promotions, house count, expected arrivals and departures, room availability, and scheduled in-house group activities to respond accurately to guest inquiries.
Comply with Southall Rules and Standards of Conduct in the Team Member Handbook.
Perform other duties assigned by Southall Leadership.