Night Manager

We are recruiting to fill the position below:

Job Title: Night Manager

Location: Abia
Reports to: Front Office Manager (functional line to General Manager during night hours)

Job Description

• The Night Manager is responsible for overseeing the hotel's operations during the night shift, ensuring the smooth, safe, and efficient running of all departments while maintaining the highest standards of guest service expected in a superior luxury hotel.
• The role supervises night operations across the Front Office, Housekeeping, Security, Engineering, Food & Beverage, and other support departments, ensuring seamless coordination and prompt resolution of operational issues, guest concerns, and emergencies.
• The Night Manager also oversees the night audit process, revenue reconciliation, guest arrivals and departures, security monitoring, and preparation of operational reports for Executive Management.
• The Night Manager serves as the most senior management representative on duty during the night, ensuring operational continuity, guest satisfaction, security, financial accuracy, and compliance with hotel policies and procedures.

Responsibilities
Night Operations Management:

• Ensure the hotel is fully prepared for the next day's operations.
• Monitor service delivery across Front Office, Housekeeping, Engineering, Security, Food & Beverage, and other operational areas.
• Coordinate the activities of all departments to ensure uninterrupted hotel operations.
• Conduct routine inspections of guest areas, public spaces, back-of-house facilities, and hotel premises.
• Act as the senior manager on duty during the night and make operational decisions within delegated authority.
• Ensure all overnight operational activities are completed accurately and on schedule.
• Oversee the overall operation of the hotel during the night shift, ensuring all departments function efficiently and in accordance with established standards.

Guest Relations & Service Excellence:

• Ensure guest confidentiality and privacy are maintained at all times.
• Resolve escalated operational and guest service issues that occur during the night shift.
• Deliver exceptional guest service and ensure a memorable guest experience throughout the night.
• Ensure guest requests are attended to promptly and efficiently.
• Handle guest complaints, concerns, and service recovery promptly and professionally.
• Personally welcome VIPs, late arrivals, and special guests when required.
• Monitor guest satisfaction and maintain the hotel's luxury service standards.

Front Office & Night Audit Management:

• Review room rates, complimentary rooms, house-use rooms, and rate adjustments for accuracy.
• Investigate and resolve discrepancies identified during the night audit.
• Ensure all guest accounts are accurately maintained.
• Verify daily room revenue, Food & Beverage revenue, and all other hotel income postings.
• Oversee guest arrivals, departures, late check-ins, early check-outs, room allocations, and room status updates.
• Supervise the Night Auditor during the completion of the night audit process.
• Ensure accurate rollover of the Property Management System (PMS) to the next business day.
• Supervise all Front Office operations during the night shift.
• Ensure all financial transactions are balanced and closed before the start of the new business day.

Financial Control & Revenue Protection:

• Investigate unusual financial transactions or discrepancies.
• Verify daily cash reconciliations and banking documentation.
• Protect hotel revenue by ensuring all services rendered are accurately charged.
• Monitor cash handling procedures and ensure compliance with financial control policies.
• Prepare nightly financial summaries for management review.
• Ensure all guest charges are posted accurately.
• Monitor room occupancy, revenue performance, and operational statistics.

Security & Safety Management:

• Coordinate with the Security Department to maintain a safe and secure environment for guests, employees, and hotel assets.
• Coordinate emergency responses in accordance with the hotel's emergency procedures.
• Ensure access control procedures are strictly enforced.
• Respond promptly to security incidents, emergencies, disturbances, and suspicious activities.
• Ensure compliance with fire safety regulations and emergency evacuation procedures.
• Monitor CCTV reports, security patrols, and incident logs.
• Report security incidents to management and prepare incident reports.

Health, Safety & Emergency Response:

• Ensure compliance with occupational health and safety regulations.
• Ensure emergency equipment is operational and accessible.
• Conduct periodic inspections of emergency exits and safety systems.
• Coordinate emergency response activities involving fire, medical emergencies, power failures, flooding, security threats, and other incidents.
• Serve as the Incident Commander during emergencies occurring during the night shift until senior management arrives.

Housekeeping & Engineering Coordination:

• Monitor room status discrepancies and ensure timely resolution.
• Ensure critical equipment and building systems remain operational throughout the night.
• Coordinate with Housekeeping to ensure guest rooms are cleaned and available according to operational requirements.
• Coordinate urgent maintenance requests with the Engineering Department.
• Monitor overnight cleaning and maintenance activities.

Staff Supervision & Leadership:

• Address disciplinary issues occurring during the night shift and report them appropriately.
• Foster teamwork, professionalism, and service excellence.
• Provide guidance, coaching, and operational support to team members.
• Allocate responsibilities and monitor staff performance.
• Ensure staff comply with grooming standards, attendance requirements, and hotel policies.
• Supervise all employees working during the night shift.

Operational Inspections & Quality Assurance:

• Conduct routine inspections of guest rooms, public areas, restaurants, bars, meeting rooms, parking areas, and back-of-house facilities.
• Ensure cleanliness, maintenance, safety, and presentation standards are maintained.
• Identify operational deficiencies and implement corrective actions.
• Ensure all departments comply with the hotel's Standard Operating Procedures (SOPs).

Communication & Interdepartmental Coordination:

• Escalate significant operational issues to the Front Office Manager, Director of Rooms, or General Manager when necessary.
• Maintain effective communication with all operational departments during the night shift.
• Prepare comprehensive handover reports for the morning management team.
• Coordinate overnight activities between Front Office, Housekeeping, Engineering, Security, Food & Beverage, and other departments.

Reporting & Documentation:

• Complete incident reports, accident reports, and emergency documentation as required.
• Prepare occupancy, arrivals, departures, VIP, and forecast reports for the incoming management team.
• Maintain accurate records of guest complaints, security incidents, maintenance requests, and operational challenges.
• Prepare the Night Manager's Daily Report summarizing operational activities, guest issues, incidents, maintenance concerns, occupancy statistics, and revenue information.
• Ensure all operational documentation is accurate and filed appropriately.

Compliance & Continuous Improvement:

• Ensure compliance with hotel policies, luxury brand standards, statutory regulations, and internal control procedures.
• Recommend improvements to overnight operations, guest service delivery, and operational efficiency.
• Support continuous improvement initiatives and staff training programmes.
• Participate in operational audits and quality assurance inspections.
• Promote a culture of accountability, professionalism, and operational excellence.

Requirements
Education and Certifications:

• Relevant hospitality certification is an advantage.
• Bachelor's Degree or HND in Hospitality Management, Business Administration, or related field.

Experience:

• Minimum of 4 years' front office/hotel operations experience, including at least 1-2 years in a supervisory or night audit role.
• Working knowledge of hotel PMS and night audit procedures.
• Experience in a luxury or upscale hotel environment preferred.

Skills:
Technical Skills:

• Crisis and emergency management.
• Cash and revenue reconciliation.
• Front office operations.
• Night audit procedures.
• Hotel PMS.

Soft Skills:

• Clear reporting and communication.
• Guest service orientation.
• Leadership of night teams.
• Composure and sound judgement.
• Decisiveness under pressure.

How to Apply
Interested and qualified candidates should send their CVs and cover letters to: [email protected] using "Night Manager_Aba" as the subject of the email.

Note: Only shortlisted candidates will be contacted.