Overnight Manager on Duty

Responsibilities

• Oversee overnight operations for both hotels, regularly moving between properties or providing on-site and remote support based on business needs.
• Serve as the senior overnight leader and Manager on Duty, making sound decisions to support guests, team members, safety, and hotel operations.
• Train, coach, and onboard new overnight employees, including night auditors, front desk agents, and other team members assigned to overnight shifts.
• Help coordinate overnight schedules, time-off coverage, call-ins, shift changes, and cross-property staffing needs in partnership with hotel leadership.
• Monitor night-audit activities and confirm that daily financial, occupancy, payment, and reporting procedures are completed accurately and on time.
• Support front desk operations, including arrivals and departures, reservations, guest requests, payment concerns, service recovery, and loyalty-program recognition.
• Respond promptly to guest complaints, emergencies, security concerns, noise issues, maintenance needs, and other situations that arise overnight.
• Conduct routine property walks and verify that public areas, entrances, back-of-house spaces, and key operating areas remain safe, secure, clean, and guest-ready.
• Coordinate with security, maintenance, housekeeping, emergency responders, vendors, and on-call leaders when overnight needs require additional support.
• Review overnight logs, incident reports, audit exceptions, staffing issues, and unresolved guest concerns; provide clear handoff communication to morning and property leadership.
• Reinforce hotel standards, policies, cash-handling practices, safety procedures, emergency protocols, and brand expectations across both properties.
• Identify recurring overnight challenges and recommend improvements to staffing, training, procedures, communication, and the guest experience.
• Perform other hotel operational duties and special projects as assigned.
• Create a welcoming, accountable, and supportive environment for overnight employees at both hotels.
• Provide hands-on training, job shadowing, follow-up coaching, and refresher training for overnight procedures and systems.
• Help maintain consistent operating practices between the two properties while recognizing property-specific needs.
• Provide timely feedback to hotel leadership regarding employee performance, attendance, development needs, and recognition opportunities.
• Assist with maintaining training materials, overnight checklists, emergency contacts, standard operating procedures, and shift handoff tools.

Qualifications

• Previous hotel front desk, night audit, or hotel operations experience required; prior supervisory or lead experience preferred.
• Ability to work independently, exercise good judgment, and remain calm during emergencies or difficult guest situations.
• Strong guest-service, communication, coaching, organization, and problem-solving skills.
• Working knowledge of hotel property-management systems, reservations, night audit, cash handling, and basic hotel accounting procedures; Hilton systems experience preferred.
• Ability to prioritize competing needs and coordinate operations across two nearby hotel locations.