Overnight Manager

About the role

LOTTE HOTEL SEATTLE is seeking passionate and talented hospitality professionals to join our team. We invite you to be part of a workplace that inspires, challenges, and makes you proud of where you work. The Overnight Manager is responsible for ensuring smooth and efficient hotel operations during the overnight shift, overseeing front-line staff, enforcing operational standards, and responding promptly to guest needs and any incidents that may arise. This leadership role maintains guest satisfaction, safety, and service excellence throughout the night, upholds company policies and procedures, and escalates any potential violations or concerns to the appropriate leadership team.

Responsibilities

• Front Desk/Night Audit: Manage late-night arrivals, departures, and guest inquiries; resolve escalated guest concerns to ensure high satisfaction.
• Night Audit Processes: Balance daily financial transactions and ensure system accuracy; run audit reports, identify discrepancies, and troubleshoot issues.
• Lobby Oversight & Security: Monitor and ensure the safety of the lobby and front desk area; coordinate with security and engineering teams for any concerns.
• Supervisory Oversight of Other Departments: Assign tasks such as delivering extra linens or room service orders; ensure efficient completion of guest requests and cleanliness in common areas; inspect rooms when needed; deliver In-Room Dining orders when needed.
• Engineering/Maintenance Coordination: Handle urgent maintenance issues and communicate with engineers for repairs; conduct nightly property walkthroughs to identify and report problems.
• Overnight Cleaners & Facility Readiness: Inspect public areas for cleanliness and provide feedback to the cleaning team; coordinate with staff to maintain lobby, restrooms, and banquet areas.
• Back of House (BOH) Inspections: Conduct regular walkthroughs of BOH areas, including kitchens, storage rooms, and staff lounges; ensure cleanliness, organization, and compliance with safety and hygiene standards; address issues like spills, clutter, or equipment malfunctions promptly.
• Reporting & Handover: Compile detailed shift reports for the morning team; highlight unresolved issues, guest feedback, and staff performance.
• Supportive Roles: Maintain close, cooperative relationships with other departments to guarantee effective communication; supervise team members' compliance with sanitation, cleanliness, and fire prevention, health and safety standards; supervise and maintain the availability, cleanliness, and tidiness of items used in the department; represent Lotte Hotel’s service standards to all customers and provide distinguished services; respond to customer requests promptly and accurately; anticipate customer needs and strive to resolve complaints; maintain a high level of knowledge concerning hotel services in communicating with customers; ensure adherence to hotel policies and procedures, including sanitation, safety, and fire prevention standards.
• Policies and Procedures: Protect the privacy and security of guests and coworkers; maintain confidentiality of proprietary materials and information; follow company and department policies and procedures; adhere to cash handling policies and procedures stipulated in the Cashier Bank Contract; ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures.

Requirements

• High school diploma or its equivalent; bachelor degree or higher in a related field preferred.
• Experience in overnight front office work and guest room management preferred.
• Possess a gracious, friendly, and fun demeanor.
• Ability to multitask, work in a fast-paced environment, and have a high-level attention to detail.
• Strong verbal and written communication skills in English.
• Ability to work independently and to partner with others to promote an environment of teamwork.
• Ability to analyze data and trends and create strategies for improvement.
• Results-oriented with the ability to be flexible and work well under pressure.
• Excellent interpersonal skills with strong written and verbal communication abilities.
• Creative, effective leader and team player, possessing a high degree of professionalism, sound human resources management principles, communication, administrative skills, and the ability to make sound and timely business decisions.
• Ability to work a flexible schedule: weekends, holidays, AM, PM when needed, and offer coverage for any vacations or call-outs.
• Opera experience highly preferred.

Skills

• Fluent English skills to serve guests and make reports.
• Basic computer skills and proficiency with MS Office (Word, Excel, PowerPoint, etc.).
• Excellent communication skills; ability to receive instructions and make accurate reports.
• Knowledgeable about applicable laws regarding the operation of hotels and restaurants.

Benefits

• Competitive wages.
• Medical, Dental, and Vision plans through Cigna (eligible upon employment).
• Retirement Savings Plan (401k) with company matching.
• Two weeks of vacation days.
• Nine paid holidays.
• Three personal days to use every calendar year.
• Public Transportation Discount (ORCA).
• Team Member Recognition.
• Learning and Development program.