Company Overview
A global luxury hospitality and lifestyle brand focused on delivering elevated guest experiences through design-driven hotels, sustainability, and exceptional service. The company promotes a collaborative, people-focused culture that prioritizes employee wellbeing, leadership development, and operational excellence.
Role Overview
Support the management of Front Office night operations to ensure exceptional guest satisfaction, operational efficiency, and hotel security
Work closely with Front Office leadership to guide, train, and motivate team members while maintaining luxury service standards
Lead overnight hotel operations and act as the primary person in charge during night shifts
Key Responsibilities
Front Office Operations
Oversee all night operations within the Front Office department
Ensure smooth overnight hotel operations, including night audit processes and guest services
Maintain compliance with Front Office policies, standards, and procedures
Conduct daily pre-shift briefings covering occupancy, arrivals/departures, events, and operational priorities
Coordinate closely with Housekeeping and other departments to support daily operations
Guest Experience & Service Excellence
Ensure high service standards and guest satisfaction on a daily basis
Handle guest concerns, complaints, and service recovery situations professionally
Monitor and review complaint records to identify improvement opportunities
Observe team service behaviors and provide coaching and feedback when necessary
Leadership & Team Management
Supervise and support Front Office team members during overnight operations
Lead by example with professionalism, integrity, and strong customer service
Foster a collaborative and positive work environment
Recognize and celebrate team achievements and contributions
Assist with scheduling and roster preparation aligned with business and budget needs
Safety & Operational Control
Ensure understanding and execution of hotel safety and emergency procedures
Manage operating equipment and supplies responsibly
Support operational and financial objectives during night operations
Communicate regularly with Front Office leadership and Guest Relations regarding daily operational updates
Requirements
Previous experience in a similar managerial role within a luxury hotel environment
Relevant hospitality or hotel management qualification
Experience using hotel operational systems
Strong leadership, communication, and guest service skills
Ability to multitask and perform effectively in a fast-paced environment
Understanding of financial budgets and operational performance
Flexibility to work within a 24/7 hotel operation environment
Key Competencies
Leadership and team motivation
Guest service and problem resolution
Communication and interpersonal skills
Operational coordination and multitasking
Attention to detail and professionalism
Ability to work under pressure in overnight operations