Night Manager

The Night Manager acts as the hotel's Manager on Duty during the overnight shift, representing the General Manager and hotel leadership when no other member of management is present on site. The Night Manager is personally responsible for the smooth, safe and secure operation of the hotel overnight, for maintaining the highest standards of guest service and hospitality consistent with the hotel's five-star positioning, and for the accurate close of the day's business through the night audit process. The Night Manager works independently for the majority of shifts and leads all staff on duty overnight, coordinating across departments —Front Desk, Concierge, Housekeeping, Security, Food & Beverage and Maintenance — to resolve any guest or operational issue that arises.

Reporting Line and Scope of Authority

Reports administratively to the Director of Rooms. Acts overnight as the senior representative of hotel management on property, with delegated authority to take operational decisions across departments in the absence of other managers — including guest service recovery, safety and security matters, and direction of on-duty staff. Escalates promptly to the Director of Rooms — and, for serious incidents, directly to the General Manager or Human Resources — any event involving guest safety, security, significant guest dissatisfaction, reputational risk, or matters falling outside standard delegated authority (e.g. financial write-offs above an agreed threshold). Works five nights per week. On the Night Manager's two rest days, overnight Manager-on-Duty coverage is provided by the Concierge team, to whom the Night Manager hands over relevant open items before each rest period.

Key Areas of Responsibility

The responsibilities below describe the broad, ongoing scope of the role. Detailed step-by-step procedures are set out separately in the Night Manager Operating Checklist / SOPs referenced under “Flexibility and Additional Duties”, which management may update from time to time without requiring a new signed job description. 1. Manager on Duty & Guest Experience

Serves as the point of contact for all guests overnight; resolves complaints, special requests and service failures personally, in line with the hotel's service standards. Oversees VIP arrivals/departures, late check-ins and early check-outs, ensuring a seamless five-star experience at any hour. Conducts regular walkthroughs of public areas, back of house and guest corridors to ensure standards of cleanliness, ambience and safety are maintained.

2. Front Office & Night Audit Operations

Leads and verifies the end-of-day (night audit) process in the Property Management System, ensuring accurate posting, balancing and close of all guest and departmental accounts. Reviews and reconciles daily revenue, folios, city ledger and outstanding balances; escalates discrepancies per hotel finance procedure. Prepares and distributes the required end-of-night reports (e.g. Manager's Report, Night Report, forecast/occupancy reports) to relevant departments ahead of the morning handover. Manages overnight reservations tasks: wake-up calls, late arrivals, no-shows, room status updates, and preparation of next-day departures.

3. Security, Safety & Emergency Response

Acts as the primary overnight point of contact and first responder for safety, security or emergency situations (fire alarms, medical emergencies, security incidents, guest disturbances), following hotel emergency procedures and coordinating with external services as needed. Ensures fire, life-safety and security equipment and procedures are functioning and understood by on-duty staff. Maintains accurate incident logs and reports all incidents in the logbook. When necessary, escalates incidents for immediate attention as per hotel protocol.

4. Financial & Revenue Integrity

Ensures proper cash-handling procedures overnight, including cash float drops/reconciliation and