TheNight Manager provides overall management coverage during overnight operations, ensuring guest satisfaction, service excellence, safety, and smooth hotel operations — with a strong focus on Front Office and Night Audit activities. This role is responsible for upholding service standards, supervising overnight staff, managing incidents independently, and ensuring business continuity, guest loyalty, and operational integrity in line with Accor’s vision and values.
Key Responsibilities
* Provide visible management presence and operational leadership across all hotel departments during overnight hours, with primary focus on Front Office and Night Audit operations
* Ensure the accuracy and completion of Night Audit procedures, daily reports, and system rollovers
* Safeguard hotel profitability by monitoring overnight revenue, handling discrepancies, and ensuring compliance with financial controls
* Lead, motivate, and support overnight Front Office and security teams to deliver consistent, high-quality guest service
* Ensure guests experience a seamless and comfortable stay, particularly during late-night arrivals and early departures
* Maintain strong guest relationships overnight, proactively addressing concerns and fostering guest loyalty
* Anticipate and respond effectively to guest needs, emergencies, and unexpected operational situations
* Handle and resolve escalated guest complaints and incidents promptly and professionally
* Monitor guest feedback through Voice of the Guest (VOG), online reviews, and in-house feedback, and follow up accordingly
* Ensure hotel safety, security, and emergency procedures are followed at all times during night operations
* Actively demonstrate and reinforce Accor’s Vision and Values in all overnight activities and decision-making
Qualifications
* Bachelor’s Degree or Diploma in Hospitality Management or equivalent
* Minimum 5 years of relevant experience in Front Office or hotel operations, preferably including night shift exposure
* Previous leadership or supervisory experience is an advantage
* Strong service mindset with the ability to make sound decisions independently
* Experience with Opera PMS or similar property management systems
* Excellent interpersonal, communication, and problem-solving skills
* Able to remain calm, professional, and decisive during overnight operations and emergencies
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