Overnight Manager

Lotte Hotel Americas•Seattle, WA

4d•Onsite

About The Position

The Overnight Manager is responsible for ensuring smooth and efficient hotel operations during the overnight shift. This leadership role oversees front-line staff, enforces operational standards, and responds promptly to guest needs and any incidents that may arise. A key focus of this role is maintaining guest satisfaction, safety, and overall service excellence throughout the night. The Overnight Manager also upholds company policies and procedures, escalating any potential violations or concerns to the appropriate leadership team.

Requirements

High school diploma or its equivalent.
Must have fluent English skills to serve guests and make reports.
Must possess basic computer skills.
Must have excellent communication skills. Must be able to receive instructions and make reports with accuracy.
Must show basic computer proficiency such as with MS Office (Word, Excel, Powerpoint, etc.).
Must be knowledgeable about applicable laws regarding the operation of hotels and restaurants.

Nice To Haves

Bachelor degree or higher in related field preferred.
Experience in overnight front office work and guest room management preferred.
Possess a gracious, friendly, and fun demeanor.
Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
Ability to work independently and to partner with others to promote an environment of teamwork.
Ability to analyze data and trends and create strategies for improvement.
Results oriented with the ability to be flexible and work well under pressure.
Excellent interpersonal skills with strong written and verbal communication abilities.
Creative, effective leader and team player, possessing a high degree of professionalism, sound human resources management principles, communication, administrative skills and the ability to make sound and timely business decisions.
Opera experience highly preferred.

Responsibilities

Manage late-night arrivals, departures, and guest inquiries.
Resolve escalated guest concerns, ensuring high satisfaction.
Balance daily financial transactions and ensure system accuracy.
Run audit reports, identify discrepancies, and troubleshoot issues.
Monitor and ensure the safety of the lobby and front desk area.
Coordinate with security and engineering teams for any concerns.
Assign tasks like delivering extra linens or room service orders.
Ensure efficient completion of guest requests and cleanliness in common areas.
Inspect rooms when needed.
Deliver In- Room- Dining deliveries when needed.
Handle urgent maintenance issues and communicate with engineers for repairs.
Conduct nightly property walkthroughs to identify and report problems.
Inspect public areas for cleanliness and provide feedback to the cleaning team.
Coordinate with staff to maintain lobby, restrooms, and banquet areas.
Conduct regular walkthroughs of BOH areas, including kitchens, storage rooms, and staff lounges.
Ensure BOH areas are clean, organized, and comply with safety and hygiene standards.
Address issues like spills, clutter, or equipment malfunctions promptly.
Compile detailed shift reports for the morning team.
Highlight unresolved issues, guest feedback, and staff performance.
All other duties as requested.
Maintain a close, cooperative relationship with other departments to guarantee effective communication.
Supervise team members' compliance with sanitation, cleanliness, and fire prevention, health and safety standards.
Supervise and maintain the availability, cleanliness and tidiness of items used in the department.
Represent Lotte Hotel’s service standards to all customers and provide them with distinguished services.
Respond to customer requests promptly and with accuracy.
Anticipate customer needs and strive to resolve complaints.
Maintain a high level of knowledge concerning hotel services in communicating with customers.
Ensure adherence to hotel policies and procedures, including sanitation, safety, and fire prevention standards.
Represent the hotel’s service standards and lead by example in maintaining professionalism and high-quality guest service.
Provide guidance and support to hourly team members to foster collaboration and excellent customer service.
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Adhere to cash handling policies and procedures stipulated in the Cashier Bank Contract.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Perform other reasonable job duties as requested by Management.