The Overnight Manager is responsible for overseeing hotel operations during the overnight shift while ensuring exceptional guest service, operational efficiency, and a safe and secure environment for guests and associates. This role serves as the primary Manager on Duty during overnight hours, providing leadership across the hotel, supporting the Night Audit process, responding to guest concerns, and ensuring a seamless transition into the following business day.
The Overnight Manager partners closely with all hotel departments to maintain operational excellence, uphold The Nora Hotel's service standards, and ensure all overnight procedures are completed accurately and efficiently.
Essential Duties and Responsibilities
Guest Experience & Service Excellence
- Ensure all guests receive prompt, professional, and personalized service throughout the overnight hours.
- Respond to guest concerns, service recovery situations, and emergency requests with confidence and urgency.
- Serve as the overnight Manager on Duty (MOD).
- Maintain a visible presence in the lobby and guest-facing areas.
- Anticipate guest needs and ensure a seamless overnight guest experience.
- Ensure luxury service standards are maintained during all overnight operations.
Overnight Operations
- Oversee all overnight hotel operations to ensure smooth and efficient service.
- Supervise the Night Audit process and ensure all daily audit procedures are completed accurately and on time.
- Review daily reports, guest accounts, and financial transactions for accuracy.
- Ensure proper completion of end-of-day procedures, system rollovers, and operational reports.
- Coordinate overnight arrivals, departures, late check-ins, and early departures.
- Monitor room inventory, room status discrepancies, and overnight room assignments.
- Ensure operational readiness for the morning shift through effective communication and shift handover.
- Conduct routine property walks to ensure cleanliness, safety, and security standards are maintained.
Leadership & Team Development
- Provide leadership and support to overnight Front Office associates and Night Auditors.
- Coach team members to deliver exceptional guest service and operational excellence.
- Foster a collaborative and accountable overnight work environment.
- Communicate overnight activity, guest concerns, and operational updates to hotel leadership.
- Assist with training and development of overnight associates as needed.
Safety & Security
- Respond appropriately to emergencies, guest incidents, and security concerns.
- Ensure compliance with hotel safety, security, and emergency procedures.
- Partner with Security and Engineering to address overnight operational issues.
- Complete incident reports and maintain accurate documentation.
- Monitor access to the hotel and ensure the safety of guests, associates, and hotel assets.
Administrative & Financial Responsibilities
- Verify accuracy of guest accounts, billing, and payment transactions.
- Ensure compliance with cash handling procedures and financial controls.
- Review and distribute daily operational and financial reports.
- Document overnight activities and communicate follow-up items to department leaders.
- Support audit compliance and operational accuracy.
Qualifications
- Minimum 2–3 years of Front Office or Night Audit supervisory experience in an upscale or luxury hotel environment.
- Previous leadership or Manager on Duty experience preferred.
- Previous new hotel opening experience preferred.
- Strong knowledge of StayNTouch PMS or similar property management systems.
- Working knowledge of Night Audit procedures and hotel accounting processes.
- Excellent communication and interpersonal skills.
- Strong problem-solving, decision-making, and conflict-resolution abilities.
- Ability to work independently and exercise sound judgment.
- Ability to work overnight shifts, weekends, and holidays.
- Proficiency in Microsoft Office Suite.
Physical Requirements
- Ability to stand and walk for extended periods.
- Ability to lift up to 25 pounds occasionally.
- Ability to work independently in a fast-paced hospitality environment.
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
