Night Manager

Concord Hospitality Enterprises•Calgary, AB

3d•Onsite

About The Position

The Night Manager is responsible for the planning, direction, coordination and execution of all night operations within the hotel. The Night Manager is responsible for ensuring that all overnight activities are carried out professionally, to standards and at the highest level of service. The Night Manager will achieve desired outcomes through assisting in the creation, development and maintenance of competent, motivated and empowered night associates. The Night Manager will effectively lead, train, coach, motivate, engage and provide feedback to the night associates on a daily basis.

Requirements

A minimum of three years’ experience as a supervisor or Front Office Leader in a similar sized full-service hotel property.
A Hospitality or Tourism program graduate or degree holder.
An outstanding work ethic, along with a track record of reliability, punctuality and an approachable demeanor, and a strong commitment to safety.
Solid leadership skills, adept at training, coaching and motivating a team.
A commitment to delivering excellence hospitality experiences.
An exceptional problem-solver, knowing how to troubleshoot and resolve situations efficiently.
Agile, able to shift priorities as needed, including handling guest or associate situations that may occur, covering shifts as necessary.
Able to work well under pressure and enjoy a fast-paced environment.
An excellent communicator who values teamwork and collaboration.
Available for overnight shifts including weekends and holidays.
Physically able to stand and walk for extended periods. Ability to bend, stoop, kneel, push, pull, crouch, and lift or carry objects up to 40 pounds or more, such as guest luggage, packages or furniture.

Responsibilities

Provide the highest levels of customer service to guests and associates at all times.
Act as the primary point of contact for escalated guest concerns.
Handle guest complaints and service recovery situations professionally.
Oversee night houseperson and ensure the overnight checklist is completed each night.
Serve as the primary manager on duty during overnight hours, representing hotel leadership and ensuring smooth hotel operations.
Monitor check-in and check-out flow to ensure efficiency and brand compliance.
Conduct regular hotel walkthroughs focusing on cleanliness, safety, and service standards.
Monitor hotel facilities, public areas, and guest floors to maintain a safe and welcoming environment.
Supervise and support front-line teams, providing guidance during operational challenges.
Take charge during emergencies (fire alarms, medical incidents, security issues).
Maintain accurate incident reports and ensure proper follow-up.
Practice safety standards at all times, leading by example.
Inspire greatness in your team.
Encourage and support team members to reach their full potential.
Create a work environment that is a Great Place to Work for all.
Lead with integrity, transparency, respect, and professionalism.
Care for your team and their families.