Overnight Manager OEM/HM

Crestline Hotels & Resorts•Atlanta, GA

About The Position

The Overnight Manager is a member of the Emory Guest House leadership team, responsible for delivering exceptional guest experiences while maximizing hotel profitability. This role ensures that hotel operations are carried out professionally, consistently, and to a high standard of service during the overnight shift, scheduled from 11:00 p.m. to 7:00 a.m. The manager oversees overnight operations, including night audit functions, guest registration and checkout, running the End of Day program, and setting up and maintaining the continental breakfast area. The position works with hotel departments and operations staff to meet guest expectations, resolve complaints and operational concerns, maintain security and cleanliness, and support staff training and development. The role also monitors financial activity, budgets, payroll, forecasts, supplies, and operational performance.

Requirements

High school diploma or GED, or work equivalent of five years.
Computer skills are required.
Experience with hotel information systems is required.

Nice To Haves

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

Responsibilities

Develop 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 ensure effective hotel operations.
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, strengthen successful 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 can carry out their departmental operations.
Work with department supervisors on their personal and professional development.
Investigate and resolve guest complaints about service or accommodations.
Monitor budgets and payroll records, and review financial transactions to ensure expenditures are authorized and budgeted.
Establish standards for personnel performance and customer service.
Review work procedures and operational problems to identify ways to improve service, performance, cleanliness, and safety.
Assist the Operations Manager and House Manager with training programs, personnel problem resolution, hiring, and employee performance evaluations.
Provide leadership and mentoring to operations staff.
Maintain knowledge of operations department policies and service procedures, as well as hotel features, services, room types, rates, promotions, arrivals, departures, availability, groups, VIPs, and special requests.
Conduct daily walkthroughs of operations areas, checking cleanliness, maintenance, service, presentation, consistency, storage, inventory, and equipment care; 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.