Overnight Operations Manager
About The Position
The Overnight Operations Manager leads and supervises overnight hotel team members to ensure smooth operations and exceptional customer service. The role manages guest relations, maintains operational standards, oversees administrative tasks, coordinates with other departments, and assists with implementing policies that enhance the guest experience. It requires proactive problem-solving, staff development, and resource management to meet organizational goals and ensure guest interactions are positive, professional, and aligned with company brand values. The manager coordinates overnight staff and hotel operations, including front desk processes and the Night Audit. The role also supports staff development, guest issue resolution, recordkeeping, operational procedures, and compliance with health, safety, and security regulations.
Requirements
- High school diploma or equivalent.
- Minimum of 2 years of experience in front office operations within the hospitality industry.
- Proven experience in a supervisory or managerial role overseeing front desk staff.
- Strong knowledge of property management systems (PMS) and reservation software.
- Excellent communication and interpersonal skills.
Nice To Haves
- Bachelor’s degree in hospitality management, business administration, or a related field.
- Experience with customer relationship management (CRM) tools.
- Certification in hospitality management or customer service excellence.
- Experience working in a high-volume hotel environment.
Responsibilities
- Supervise and coordinate hotel staff activities, including guest service agents/night auditors, engineers, housemen, food and beverage team members, and security.
- Manage guest check-in and check-out processes to ensure accuracy and efficiency.
- Manage completion of the Night Audit process.
- Handle guest complaints and resolve issues promptly to maintain high satisfaction levels.
- Train, mentor, and assist with evaluating front office team members to promote professional growth and service excellence.
- Collaborate with housekeeping, maintenance, and other departments to ensure seamless guest experiences.
- Maintain accurate records of reservations, billing, and guest information in compliance with company policies.
- Assist with developing and implementing front office procedures and standards to improve operational efficiency.
- Assist with ensuring compliance with health, safety, and security regulations for overnight hotel operations.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
