Night Manager/Security

About the role

The Night Manager oversees the daily operation of the hotel in the absence of the Managing Director, Hotel Manager, or Assistant Hotel Manager, primarily during the evening and night shifts. This role ensures excellence in guest experience through execution of business and operating plans and supervision of property Associates, while adhering to company and franchise Brand Standards.

Responsibilities

• Support a culture that promotes effective communications, service excellence, teamwork, performance feedback, recognition, mutual respect, and Associate satisfaction.
• Oversee the Security Team and ensure compliance with the Security Operating Plan; train, retain, mentor, motivate, and collaborate with recruiters to implement hiring guidelines.
• Conduct facility walks focusing on the life, safety, and security of guests and Associates; document issues in the prompt response program and pass-down log.
• Maintain front and back-of-house cleanliness standards, security of storage rooms, and Associate accountability to SOPs and company guidelines, including inventory and cash control procedures.
• Ensure pre-shifts are conducted with all pertinent individuals (e.g., AM MOD, AM/PM Supervisors/Senior GSAs).
• Maintain accuracy and timeliness of the prompt response program; ensure guest issues are resolved satisfactorily and within standard operating guidelines.
• Drive guest satisfaction by upholding service and product quality standards through implementation and completion of department checklists.
• Serve as the point of contact for all hotel issues, including asset or guest resolutions.
• Collaborate with departments such as Sales & Marketing, Culinary, Banquets, Facilities, Housekeeping, Front Office, and Parking to ensure transparency in hotel operations.
• Support the Hotel Manager and Assistant Hotel Manager in achieving the financial results of the hotel.
• Monitor F&B outlets to ensure proper staffing and management coverage; act as a liaison to Senior F&B Management regarding operational deficiencies.
• Complete the Night Manager Checklist and communication reporting.
• Perform emergency response duties as outlined in the Emergency Response Organization Chart and Plan.