Overnight Manager

The Dewberry Charleston•Charleston, SC

2d•Onsite

About The Position

The Overnight Manager is responsible for leading hotel operations during the overnight hours and serving as the Manager on Duty and senior leader on property. This position ensures the seamless operation of the hotel while maintaining The Dewberry’s standards of exceptional, personalized, and anticipatory service for all internal and external guests. The Overnight Manager provides leadership and direction to the overnight team, oversees the guest experience, and serves as the primary point of contact for guest concerns, service recovery, operational matters, and emergencies. This role is responsible for ensuring the safety and security of the hotel, its guests, and teammates while maintaining a strong leadership presence throughout the property. Working collaboratively across departments, the Overnight Manager ensures operational and financial processes are completed accurately, hotel standards are consistently upheld, and important guest and operational information is effectively communicated to the appropriate leadership teams. The Overnight Manager is expected to exercise sound judgment, take ownership of overnight decision-making, and ensure the hotel is fully prepared for a successful transition into the following business day.

Requirements

High school diploma or GED required
Demonstrated ability to lead a team and make sound, independent decisions in the absence of senior leadership.
Strong understanding of luxury guest service standards and the ability to effectively manage guest concerns and service recovery.
Excellent verbal and written communication skills.
Ability to handle difficult or sensitive guest and teammate situations with tact, diplomacy, discretion, and professionalism.
Ability to remain calm, decisive, and alert during emergencies, periods of high activity, and unexpected operational situations.
Strong organizational skills and attention to detail, particularly as they relate to financial reconciliation, reporting, and documentation.
Strong computer and data-entry skills
Ability to maintain confidentiality and appropriately handle sensitive guest, teammate, and hotel information.
Ability to lift up to fifty pounds and sit, stand, and walk for extended periods of time.
Must be available to work overnight shifts, weekends, holidays, and additional hours as business and operational needs require.

Nice To Haves

college degree in Hospitality Management, Business Administration, or a related field preferred.
Minimum of three years of hotel or hospitality experience preferred, ideally within a luxury or full-service hotel environment.
Previous supervisory or management experience strongly preferred.
Front Office, Night Audit, or overnight hotel operations experience preferred.
experience with hotel property management and point-of-sale systems preferred.

Responsibilities

Serve as the Manager on Duty and senior hotel leader overnight, assuming responsibility for hotel operations, guest experience, safety, security, and emergency response during the overnight hours.
Lead, schedule, direct, and support overnight teammates, ensuring appropriate staffing levels, productivity, accountability, and adherence to hotel standards.
Maintain a visible leadership presence throughout the hotel and conduct regular property walkthroughs to ensure guest areas, entrances, public spaces, and back-of-house areas are safe, secure, clean, and operating to standard.
Act as the primary point of leadership for overnight guest concerns, complaints, disturbances, special requests, service recovery, and operational challenges, exercising sound judgment and independent decision-making.
Ensure overnight operations consistently reflect the hotel’s luxury service standards, with an emphasis on anticipatory, personalized, and guest-centric service.
Build guest loyalty by recognizing returning guests, anticipating needs, offering assistance, and creating meaningful guest experiences.
Provide leadership and support to Front Desk and other overnight operational areas as needed to ensure seamless service and appropriate hotel coverage.
Coordinate overnight responses to guest and operational needs across Front Office, Housekeeping, Engineering, Security, and other departments as necessary.
Ensure effective communication between the overnight team and daytime leadership, providing thorough documentation and handoff of significant guest matters, operational concerns, incidents, maintenance needs, and follow-up items.
Maintain a thorough knowledge of all fire-life safety, security, and emergency procedures and ensure overnight teammates understand and follow established protocols.
Serve as a key member of the hotel’s emergency response team and take immediate leadership during emergencies, alarms, evacuations, medical situations, disturbances, or other critical incidents.
Identify and appropriately respond to suspicious activity, safety concerns, security issues, and hazardous conditions, involving emergency services or law enforcement when necessary.
Complete and maintain accurate incident reports and documentation for significant overnight events and ensure appropriate leadership is notified based on established protocols.
Ensure hotel policies, procedures, service standards, and operational expectations are consistently upheld throughout the overnight shift.
Manage overnight scheduling and payroll effectively, monitoring labor and minimizing overtime while maintaining appropriate operational coverage.
Oversee the completion of daily posting, balancing, and reconciliation of guest charges and settlements for rooms, food and beverage, and other hotel purchases.
Verify guest charges, payments, credit card activity, approvals, adjustments, and supporting documentation for accuracy and completeness.
Audit and research questionable charges, discrepancies, and payment transactions, resolving issues whenever possible before the completion of the overnight shift.
Prepare and review daily cashier balance reports and other required overnight financial and operational reports.
Research and resolve guest billing discrepancies and approve appropriate billing adjustments within established authorization guidelines.
Ensure the successful completion of the night audit process and accuracy of financial information before transitioning the hotel to the next business day.
Communicate significant financial discrepancies or unresolved audit issues to the appropriate Finance and operational leaders.
Perform additional duties and provide operational support as needed to ensure the safe, efficient, and successful operation of the hotel overnight.