Overnight Manager

Salamander Employer DC, LLC•Washington, DC

About The Position

The Night Manager oversees the night operations of the hotel, ensuring a smooth, efficient, and secure environment for guests and staff. This role involves managing the front desk, handling guest issues, coordinating with night staff, and ensuring compliance with operational standards and safety protocols.

Requirements

Bachelor's degree in hospitality management or related field preferred.
Minimum 3–5 years of management experience in luxury hotel front office operations.
Exceptional leadership and interpersonal communication
Strong knowledge of PMS systems (e.g., Opera Cloud, SynXis)
High level of discretion, professionalism, and guest empathy
Proficiency in Microsoft Office Suite
Multilingual abilities a plus
Problem solver, quick on their feet
Confident
Resilient
Guest centric mindset
Proactively seeks to connect
Ability to manage and motivate diverse team.

Nice To Haves

Previous luxury background is required and desirable
Familiarity with Washington, DC luxury clientele and international guest expectations
Commitment to continuous improvement and innovation in guest service

Responsibilities

Ensure personalized and anticipatory guest service at every touchpoint by proactively building relationships and connections with guests.
Address guest concerns and resolve complaints with professionalism and discretion.
Champion Forbes standards throughout the department.
Empowers team members to deliver the ultimate guest experience.
Owns and handles seamless delivery of guest requests, problems and complaints. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Maintains high visibility in public areas.
Interacts with guests to obtain feedback on product quality and service levels.
Effectively responds to and handles guest requests, problems and complaints.
Filters and actions all incoming guest requests (e-mail, phone calls, texts).
Filters and actions all internal requests (e-mail, phone calls, texts).
Ensures adherence to all guest billing and credit procedures in the front office department.
Reviews high balance report and follow up on credit problems.
Maximize room allocation and utilization of inventory.
Thoroughly research, coordinate any pre-arrival requests in collaboration with the Guest Experience Curators.
Supports Assistant Director of Front Office with all tasks.
Recruit, train, and mentor front office team members to ensure they are focused on their core responsibilities in order to exceed service standards.
Create a culture of excellence, engagement, and accountability.
Conduct regular performance evaluations and provide coaching.
Oversee daily front office operations, including check-ins, check-outs, room assignments, VIP arrivals, and group movements.
Manage room inventory and collaborate with Housekeeping and Reservations to ensure readiness.
Ensure proper staffing, scheduling, and labor cost management.
Oversees bell team and collaborates with Valet Manager on front drive operations.
Develop and manage department budget, forecasts, and productivity goals.
Review billing, folio accuracy, cash handling, and ensure adherence to audit and compliance standards.
Maintain accurate records and generate reports for senior leadership.
Act as the liaison between the front office and all other departments, including Housekeeping, Engineering, Sales, and F&B.
Lead or participate in daily operational meetings and briefings.
Coordinate VIP and special guest stay with the concierge and guest relations team.