Overnight Guest Experience & Security Manager

TMC Hospitality•Santa Barbara, CA

10h

About The Position

The Overnight Guest Experience & Safety Manager (OGESM) is responsible for the overall guest experience between 10pm and 6am. The OGESM will ensure all guests checking into the hotel after 10pm receive a warm welcome while also performing a variety of Front Desk, security, Housekeeping, and Concierge duties to meet business needs and positively impact the overall guest experience as well as the safety & security of the facility. The OGESM is key to recognizing, mitigating, and communicating opportunities to enhance the guest experience and safety each evening.

Requirements

Proven experience in a hotel or hospitality environment is essential.
Strong background in guest relations with a focus on enhancing the guest experience.
Familiarity with front desk operations and night audit procedures is preferred.
Excellent written and oral communication skills
Ability to handle guest issues professionally and calmly.
Highly developed interpersonal skills
Maintain high ethical standards and professionalism.
Multitask and prioritize as necessary to meet customer needs.
Ability to work independently with high levels of productivity and excellent judgment on overnight shifts

Responsibilities

Anticipate guests’ needs and respond quickly & professionally to all guest requests
Provide information on resort amenities and facilities
Communicate and proactively recognize guest’s special occasions and celebratory events through hospitality gestures that enhance the guest experience
Monitors flow of traffic within the parking lot and public area; directing guests as appropriate and escorting non-guests off property
Assists in Guest Pre-Check-in and Check-in process
Responds promptly to Emergency situations and alerts Management when needed
Monitors public area restrooms for both cleanliness and safety throughout the evening
Inspects rooms as needed
Must be tech-savvy, adhering to the process of communicating promptly with the Remote service team and management via Work Chat regarding Guest requests/issues and guest complaints while maintaining professional dialogue with guests and finding resolutions to satisfaction.
Maintain complete knowledge at all times of all hotel features/services, activities, and events.
Inspect, plan, and ensure that all materials, workspaces, and equipment are in complete readiness for service.
Be able to communicate effectively with guests and provide exceptional customer service
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Respond promptly to and acknowledge all guests, however busy and at whatever time of the day.
Maintain positive guest relations at all times
Troubleshoot and resolve light maintenance and Housekeeping requests (e.g., fixing minor issues with room facilities or delivering housekeeping supplies to a room).
Perform regular rounds of the property to ensure guest safety and the security of the hotel’s assets.
Monitor security cameras and report any suspicious activities.
Respond to guest inquiries and emergencies in a calm and professional manner.
Ensure all doors, windows, and other access points are secure during the night.
Complete a detailed daily activity report at the end of each shift.
Document and report all incidents or issues to hotel management.
Communicate with the day team to ensure a seamless handover at the end of the shift.
Follow all safety and security protocols, including emergency procedures, fire safety, and guest safety measures.
Ensure that the lobby, front desk, and public spaces remain clean and organized throughout the night.
Complete Property Management System protocols for reconciling the day’s revenues & room reservations. (Roll the night)
Perform duties to prepare the operations for the following day: Check & confirm upcoming reservations, assign rooms, prepare amenities, and other duties as necessary.