Overnight Front Office Manager

Omni Hotels & Resorts • Austin, TX

1d • Onsite

About The Position

To oversee and coordinate all night time front desk and audit functions, execute computer maintenance requirements, and ensure all financial transactions for the day are verified and balanced. To work closely with Director of Front Office Operations to ensure maximum Front Office operating efficiency.

Requirements

• Strong problem-solving skills and the ability to remain calm and decisive under pressure.
• Previous luxury hotel experience in a supervisor or management role is required.
• Exceptional leadership and communication skills, with the ability to inspire and manage a team effectively.
• Strong understanding of night audit processes, financial reconciliation, and hotel operations.
• A passion for delivering luxury experiences and exceeding guest expectations.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Ability to stand for the entire scheduled shift.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Four year college degree, preferably in the hospitality industry or equal work experience
• Proficiency in hotel management systems (e.g., Opera, PMS, Synergy, ALICE, all 3rd party reservation systems i.e. Expedia and Booking.com) and Microsoft Office Suite.
• Strong knowledge of Microsoft Office Software.

Nice To Haves

• Multilingual abilities are a plus

Responsibilities

• Act as the primary manager-on-duty (MOD) during overnight hours, providing leadership and decision-making support across all departments.
• Provide guidance, support, and direction to the overnight team, fostering a culture of accountability, collaboration, and high performance.
• Assign tasks and responsibilities to team members to maximize efficiency and ensure that all operational needs are met during the shift.
• Communicate key overnight events, issues, or updates to the incoming morning team and senior management to ensure continuity of operations.
• Deliver an unparalleled level of service by proactively engaging with guests to anticipate and fulfill their needs.
• Conduct nightly inspections of public areas, guest floors, and back-of-house areas to ensure compliance with cleanliness, safety, and luxury standards.
• Participate in regular management meetings, sharing insights and feedback from the overnight operations to improve overall hotel performance.
• Document and report any maintenance, housekeeping, or guest service issues that require follow-up or immediate attention.
• Supervise all overnight hotel operations, ensuring a smooth and secure environment for guests and staff.
• Lead and support the overnight team, fostering a positive, motivated, and productive work environment.
• Conduct performance evaluations, provide coaching, and identify development opportunities for night shift staff.
• Conduct on-the-job training for new and existing staff to enhance their skills and knowledge in luxury guest service standards.
• Address team concerns, provide regular feedback, and recognize outstanding performance to maintain morale and engagement.
• Maintain accurate records of employee attendance, performance, and any incidents that occur during the night shift.
• Manage front desk functions, including check-ins, check-outs, and addressing guest inquiries and concerns promptly and professionally.
• Monitor public areas and ensure compliance with safety, cleanliness, and brand standards.
• Perform nightly audit processes, reconciling accounts and verifying the accuracy of daily financial transactions.
• Prepare and distribute end-of-day reports for hotel leadership, highlighting key performance metrics and operational updates.
• Address and resolve any discrepancies in billing or accounts during the audit process.
• Act as the primary decision-maker and point of contact for any overnight escalations.
• Handle all training with associates to ensure Omni Standards.
• Coordinate with other departments to fulfill unique or urgent guest needs, such as arranging late-night dining, wake-up calls, or transportation.
• Oversee the preparation of welcome amenities, personalized notes, or special arrangements for VIP guests arriving overnight.
• Oversee the implementation of security protocols to safeguard guests, staff, and property.
• Respond to emergency situations, including fire alarms, medical incidents, or other urgent matters, in line with hotel procedures.
• Ensure adherence to all company policies, local laws, and brand standards.
• Communicate with all department managers on continuing basis. Especially the communication with Night Audit each evening/morning.
• Address and resolve guest complaints or requests promptly, maintaining the highest level of professionalism and empathy.
• Be very familiar with the hotel computer systems (Opera Property Management System, Synergy, ALICE) for training maintenance and trouble shooting.
• Complete weekly front office supply inventories to ensure adequate pars of such.
• Complete rate discrepancy report and make needed changes.
• Balance all house accounts and investigate discrepancies to ensure accuracy.
• Process adjustments, corrections, or refunds as necessary, ensuring accurate billing and seamless guest account handling.
• Maintain strict adherence to hotel financial policies and procedures to prevent loss and fraud.
• Block/assign applicable arrivals for the following day; i.e. V.I.P.'s, ESP's, Special Requests, etc.
• Prepare group information sheets.
• Complete check-out with balance report.
• Complete credit check daily.
• Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
• Assure knowledge and training of Marketing Programs (i.e Select Guest) of company and hotel.
• Work closely with the Loyalty Ambassador to ensure all select guests are receiving their benefits
• All other tasks assigned by the Director of Front Office and Director of Rooms

Benefits

• Free Donwtown Parking in our Underground Garage
• Associate Cafeteria with Daily Complementary Hot Meals
• Medical, Dental, Vision, Employee Assistance Program, Telemedicine, and Short Term & Long Term Disability.
• 401(K) Match, Pre-Tax Health Savings Account, and Flexible Spending Amount
• Exclusive Omni Associate Travel Discounts on Hotel Rooms, Food & Beverage and more!
• Unique Perks include Tuition Reimbursement, Adoption Services Aid, Pet Insurance, Legal Services, Paid Time Off and Friends & Family Discounts
• Development Opportunities including Discounted E-Cornell Courses, Leadership Development Programs, Diversity & Inclusion Programs, Omni Support Center Internal Reward Program, and Work/Life Balance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees