What we're looking for:
Working closely with the Front Office Manager, this role is key within the business, overseeing the hotel operations from sundown to sunrise. You will take ownership and responsibility for driving the team to achieve excellent standards in line with the hotel’s 4* rating and current health and safety legislation, while ensuring the guest experience remains high.
You should have previous supervisory experience in hospitality or reception, with the skills to motivate and develop your team. Proficient knowledge of health and safety is essential, along with confidence in guest communication and query resolution. You should also be savvy with systems and capable of developing into an expert and trainer of the front office system.
Day in the life of:
As the Night Manager, your primary responsibility is to oversee the night team and hotel security, ensuring smooth operations and exceptional guest experiences. This role also involves oversight of health and safety compliance.
Your duties include leading recruitment, onboarding, and training of new team members, instilling the right ethos and culture, handling escalated guest issues, and resolving complaints swiftly. You will also be trained as a multi-skilled hotel duty manager to carry out duty management shifts as required.
Key responsibilities:
* Supervise and guide the night team, including shift scheduling and performance management.
* Ensure proper training and skills development for team members to deliver excellent service.
* Perform reception duties, monitor front desk operations, including check-in/out, calls, emails, and guest requests.
* Promptly and professionally handle guest complaints and issues.
* Drive revenue through upselling and promoting hotel services.
* Manage room bookings, no-shows, and cancellations.
* Collaborate with other departments to ensure seamless guest experiences.
* Communicate effectively with staff, providing clear instructions and fostering a positive environment.
* Ensure compliance with policies, procedures, and safety regulations.
* Complete night audits and security observations.
* Prepare and cook room-service orders during the night shift.
* Handle cash in accordance with company policy.
* Maintain high hotel security levels to ensure guest welfare during the night.
What you'll get in return:
* Competitive pay and package
* Exclusive discounted stays and 50% off F&B across the leaf HOSPITALITY portfolio
* Continuous learning and development opportunities
* Access to 24/7 employee assistance program
* Additional annual and family leave
* Service bonuses for 5 and 10 years of service up to £1K
* Team Member of the Month (£100) and Year (£500) awards
This hotel is managed by leaf HOSPITALITY, a company committed to excellence. We aim to be market leaders, with every team member playing a part in delivering outstanding service to our guests, owners, and colleagues.
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