Night Manager

Job Description

JOB PURPOSE

The Night Manager is responsible for ensuring the smooth, safe and efficient operation of the hotel during the overnight shift, while maintaining Pullman brand standards, guest satisfaction and operational excellence. The position reports to the Front Office Manager and acts as the Manager on Duty (MOD) during the night, with overall responsibility for coordinating hotel operations and handling operational, guest, security and emergency situations.

KEY RESPONSIBILITIES

1. Overnight Hotel Operations

Ensure the smooth and efficient operation of the hotel throughout the night, coordinating with Front Office, Housekeeping, Security, Engineering, F&B and other relevant departments as required.

Monitor the overall hotel operation during the night and take immediate corrective action when operational issues arise.

Conduct regular hotel inspections during the night to ensure cleanliness, safety, security, service standards and operational readiness.

Ensure all overnight operations comply with hotel policies, SOPs, brand standards and applicable legal requirements.

2. Manager on Duty (MOD)

Act as the Manager on Duty during the overnight shift and assume overall managerial responsibility for the hotel in the absence of the General Manager, Executive Committee members and relevant Department Heads.

Take appropriate decisions within the delegated authority to ensure business continuity, guest satisfaction and operational safety.

Handle and resolve guest complaints, service recovery cases, VIP/VVIP matters and other sensitive situations professionally and in accordance with hotel guidelines.

Escalate critical matters to the FOM, General Manager or relevant Executive Committee member when required.

3. Front Office Operations & Night Audit

Supervise all overnight Front Office activities, including arrivals, departures, room assignments, guest requests, cashiering and telephone operations.

Ensure accurate and timely completion of the Night Audit and all financial end-of-day procedures.

Review Opera PMS transactions, room status, revenue postings, discrepancies, payment settlements and relevant financial reports.

Follow up on discrepancies and ensure appropriate corrective action is taken and properly documented.

Ensure accurate handover of operational and financial information to the morning team.

4. Guest Experience & Service Excellence

Ensure all guests receive professional, personalized and efficient service in line with Pullman brand standards and LQA expectations.

Monitor guest satisfaction during the night and proactively identify opportunities to enhance the guest experience.

Ensure appropriate service recovery and follow-up for guest complaints and incidents.

Maintain professional communication and diplomacy when dealing with challenging or sensitive guest situations.

5. Crisis, Emergency & Security Management

Take immediate leadership during emergencies, incidents and crisis situations occurring during the night.

Coordinate with Security, Engineering and relevant departments in handling fire alarms, fire safety incidents, medical emergencies, security incidents, power failures, water supply issues and other operational emergencies.

Ensure that emergency procedures and evacuation protocols are properly implemented when required.

Document incidents accurately and submit incident reports to the appropriate management team.

6. Team Leadership & Cross-Department Coordination

Lead, supervise and support overnight colleagues across Front Office, Security, Engineering, Housekeeping and other operational areas as required.

Ensure adequate staffing, proper task allocation and effective communication throughout the night.

Coach and guide team members to ensure compliance with hotel SOPs, service standards and safety requirements

Maintain a positive, professional and collaborative working environment during the overnight shift.

7. Communication & Handover

Maintain effective communication with the FOM, Executive Committee, Department Heads and relevant stakeholders regarding overnight operations.

Prepare and provide a comprehensive night report and handover covering operational issues, guest matters, incidents, VIP/VVIP information, financial discrepancies and outstanding actions.

Ensure all important information is communicated clearly and accurately to the incoming management team.

8. Reporting & Administration

• Prepare and submit all required operational, financial, and shift reports in a timely and accurate manner.

• Ensure all reports are accurate, complete, timely, and properly communicated to relevant departments.

• Review and consolidate relevant overnight operational information, incidents, guest feedback, and financial data for management follow-up.

• Maintain proper records and documentation related to overnight operations and ensure all required reports are completed and filed appropriately.

Qualifications

• Bachelor's degree or Diploma in Hotel Management, Hospitality Management, Business Administration or a related field is preferred.
• Minimum 5 years of experience in Front Office operations within a 4- or 5-star international hotel, including at least 1–2 years in a supervisory or management position such as Duty Manager, Night Manager, Night Supervisor or equivalent.
• High proficiency in Opera PMS or equivalent hotel property management systems, with strong hands-on experience in Night Audit procedures, financial end-of-day closing and related reports.
• Fluent in English, both written and spoken, with strong interpersonal, communication, problem-solving and diplomatic skills.

Additional Information