Night Manager

Southall•Franklin, TN

About The Position

The Night Manager acts as the manager on duty for Southall resort operations during overnight and evening shifts, helping deliver memorable guest experiences and supporting the resort’s luxury offerings. The role coordinates across departments, responds to guest and safety concerns, oversees overnight audit activities, monitors staffing and business levels, and ensures teams and systems are prepared for daily operations. The position also requires strong communication, sound judgment in stressful situations, careful handling of guest information, and knowledge of the resort’s services and operations.

Requirements

2–3 years of previous hotel operations leadership experience, including luxury resort experience, with progressive career growth and a pattern of exceptional performance.
Comply with attendance rules and be available to work regularly, including nights, weekends, and holidays.
Ability to understand, speak, read, and write English.
Ability to 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.
Demonstrated constructive, team-centric leadership skills.
Strong team skills, including listening, coaching, guiding, flexible working, 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.
Availability to work weekends, evenings, and holidays.

Nice To Haves

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

Responsibilities

Act as Manager on Duty during overnight and evening shifts.
Assist Night Audit, Guest Services, Housekeeping, Food & Beverage, Security, Events, and Engineering teams with guest issues and service coordination.
Assist guests with safety and security concerns; resolve guest issues and escalate information to appropriate leaders and teams.
Proactively review staffing and business levels to enhance the guest experience and ensure sufficient staffing for daily business demands.
Administer the overnight audit process, settle balances, prepare financial reporting, and ensure departments are properly set up 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 in stressful situations and escalate major guest-satisfaction issues to senior leadership as needed.
Respond to internal and external guest needs with care and urgency, and follow up promptly to support guest satisfaction.
Maintain confidentiality of guest information and follow protocols to secure and protect data.
Coordinate and communicate through daily pre-shift meetings with team members in high guest-impact areas to support a smooth guest arrival-to-departure experience.
Maintain expert knowledge of resort services and features, operating hours, room types and rates, packages and promotions, house count, arrivals and departures, room availability, and scheduled group activities to respond accurately to guest inquiries.
Comply with Southall Rules and Standards of Conduct in the Team Member Handbook.
Perform other duties as assigned by Southall Leadership.