Overnight Operations Manager

Extell Development Company•New York, NY

44d•$80,000 - $90,000

About The Position

Extell Hospitality Services is a dynamic extension of Extell Development Company, blending expertise in asset management, hotel and food & beverage operations with fiscal precision and innovative marketing. Headquartered in New York City and Deer Valley, Utah, Extell Hospitality Services is committed to elevating the art of hospitality with strategic, results-driven excellence. Perfectly positioned at Rockefeller Center’s doorstep with a bird’s eye view of the bustling plaza below, the 33-story design-forward hotel, developed by Extell, offers expansive, coveted views of the city skyline. The third New York City addition to the Kimpton portfolio, the striking tower features 529 guest rooms and inspired social spaces, including two full-service restaurants, a lobby lounge and a rooftop bar. Additional amenities include a fitness center and two spaces to host unique meetings and social gatherings. Overview: The Overnight Operations Manager is responsible for overseeing all hotel operations during the overnight shift, ensuring a seamless and secure environment for guests and staff. This role includes direct supervision of the Night Audit function, managing front desk activities, responding to guest needs, and coordinating with various departments to maintain service excellence and operational efficiency. The Overnight Operations Manager acts as the primary point of contact for any issues arising during the night, ensuring quick resolution and adherence to hotel policies and procedures.

Requirements

Minimum of 3-5 years of previous experience in Front Office Operations, with at least 1-2 years in a supervisory or management role preferably in an overnight capacity. Proven experience with Night Audit procedures and property management systems (PMS).
Strong leadership and team management abilities.
Excellent problem-solving and decision-making skills, especially under pressure.
Exceptional guest service and communication skills (written and verbal).
Excellent problem-solving abilities and decision-making skills.
Proficiency in hotel property management systems (e.g., Opera, Fosse, OnQ) and Microsoft Office Suite.
Ability to work independently and as part of a team.
Demonstrated ability to train, mentor, and motivate a team.
Strong organizational skills and attention to detail.
Knowledge of local health and safety regulations.
Proven ability to manage and respond effectively to emergency situations.
Must be able to work all overnight shifts, including weekends and holidays.
Ability to stand for extended periods.
Ability to lift, carry, push, or pull up to 25 pounds occasionally.
Ability to work in a fast-paced environment.

Responsibilities

Manage and supervise all hotel operations from evening close to morning opening, including Front Desk, Night Audit, and overnight guest services.
Ensure all hotel policies, procedures, and brand standards are consistently met throughout the overnight shift.
Provide dotted-line supervision to overnight Engineering and Housekeeping employees for emergency items and urgent questions, ensuring immediate operational needs are addressed.
Serve as the primary contact and incident commander for all emergency situations during the overnight shift, including but not limited to medical emergencies, fire alarms, security breaches, and natural disasters.
Work collaboratively with third-party operators (e.g., emergency services, external vendors) and hotel security personnel to effectively address and de-escalate critical situations, ensuring guest and team safety.
Address and resolve guest complaints and issues promptly and professionally, escalating to the Director of Operations when necessary.
Conduct regular inspections of the front and back of the house areas to ensure cleanliness, organization, and adherence to brand standards.
Work closely with security to ensure all protocols and safety procedures for guests and staff are in place.
Manage and allocate resources effectively, including supplies and equipment.
Lead, train, and motivate the overnight team, fostering a positive and productive work environment.
Ensure adequate staff coverage and operational efficiency.
Schedule and manage schedules to ensure adequate coverage and adherence to forecast and labor budgets.
Foster a positive and collaborative work environment, promoting teamwork and high morale during the overnight.
Lead daily briefings and to communicate important information, set goals, and address concerns.
Ensure all team members are knowledgeable about hotel services, local attractions, and emergency procedures.
Directly supervise the Front Office team, ensuring accurate and timely completion of all daily financial and operational reports.
Verify the accuracy of all daily transactions, postings, and reconciliations.
Troubleshoot and resolve any discrepancies or issues identified during the night audit process.
Ensure proper closing procedures for the day's business and preparation for the next day's operations.
Monitor and control departmental expenses during the overnight shift.
Assist in maximizing hotel revenue by closely monitoring room inventory, coordinating with the Revenue Management team, and collaborating with other local hotels to achieve sold-out nights when appropriate.
Prepare and submit accurate daily reports, including incident reports, guest feedback, and operational summaries.
Maintain accurate records of guest activities, security incidents, and operational issues.
Liaise with other departments (e.g., Housekeeping, Engineering, Food & Beverage, Sales) to ensure smooth transitions and effective communication regarding overnight activities and guest needs.
Communicate any significant overnight events or issues to the incoming morning management team and Leadership Committee.
Collaborate closely with Department Heads (e.g., Director of Engineer, Director of Housekeeping) as well as third party F&B Operators to oversee and supervise any projects or vendor activities scheduled during the overnight shift, ensuring proper execution and adherence to departmental standards.