Overnight Manager OEM/HM

Emory Guest House (Crestline Hotels and Resorts)•Atlanta, GA

About The Position

The Emory Guest House is seeking an Overnight Manager to join its leadership team. This role provides exceptional guest experiences while maximizing hotel profitability and ensuring that hotel operations are carried out professionally, according to standards, and with a high level of service. The position works overnight from 11 p.m. to 7 a.m. The Overnight Manager oversees night audit functions, guest services, continental breakfast setup, and operational matters during the shift. The role collaborates with hotel departments and operations leadership, addresses guest and employee needs and concerns, supports staff training and development, and monitors service quality, safety, cleanliness, budgets, payroll, and supplies. It also includes reviewing guest satisfaction feedback, resolving complaints, conducting operational walk-throughs, and preparing departmental financial and payroll forecasts.

Requirements

High school diploma or GED, or the equivalent of five years of work experience.
Computer skills are required.
Experience with hotel information systems is required.
Ability to work overnight from 11 p.m. to 7 a.m.

Nice To Haves

Bachelor’s degree preferred.
Familiarity with Microsoft Office preferred.

Responsibilities

Create and execute strategies to improve guest satisfaction and hotel revenue.
Perform night audit functions, including registering guests, running the End of Day program, and checking out guests.
Set up the continental breakfast each morning and maintain the breakfast area.
Collaborate with operations team members and other hotel departments to meet guest expectations and execute hotel operations effectively.
Anticipate and promptly respond to the needs of guests and employees, and promote positive guest relations.
Ensure a positive guest experience from arrival through departure.
Analyze GSA scores and comments, build on positive strategies, and develop and execute action plans to address deficiencies.
Handle housekeeping, maintenance, and safety concerns during the shift.
Ensure operations staff and supervisors are trained to standards and able to carry out departmental operations.
Work with department supervisors on their personal and professional development.
Investigate and resolve guest complaints regarding service or accommodations.
Monitor budgets and payroll records, and review financial transactions to ensure expenditures are authorized and budgeted.
Establish standards for employee performance and customer service.
Review work procedures and operational problems to identify improvements in service, performance, cleanliness, and safety.
Assist the Operations Manager and House Manager with employee relations activities, including training programs, resolving personnel problems, hiring, and performance evaluations.
Provide leadership and mentoring to operations staff.
Maintain knowledge of operations department policies and service procedures, hotel features and services, room types and rates, packages and promotions, arrivals and departures, room availability, group activities and details, VIPs, and special requests or arrangements.
Conduct daily walk-throughs of operations areas, assess cleanliness and maintenance, service, presentation, operational consistency, and storage areas, and direct staff to correct deficiencies.
Review and respond to daily operational demands related to the hotel.
Prepare weekly, monthly, quarterly, and yearly departmental financial and payroll forecasts.
Monitor the security of hotel public areas.
Establish par levels for supplies and equipment.
Conduct pre-shift meetings to review information relevant to each business day.