Assistant Night Manager
£35k/yr
Mid
London, UK
In Person
Food Service & HospitalityHotel Guest Services
About the job
Requirements
- A thorough understanding of Front Office operations is preferred.
- Previous experience working in a busy, high-volume city-center property is preferred.
- Experience managing a team.
- Strong verbal, listening, and written communication skills.
- Comprehensive knowledge of front desk operational procedures and operating principles of other departments, including maintenance, food and beverage, loss prevention, and event management.
- Effective coaching, negotiation, and influencing skills.
- Creative and innovative problem-solving and decision-making skills.
- Planning and organisational skills.
- Ability to support, manage, and initiate change.
- Adaptability and flexibility.
- Integrity.
- Business acumen and a focus on results.
- Leadership skills.
- Ability to multitask and handle stress.
- Familiarity with hotel facilities and their operating times, current hotel events, event closing times, hotel availability, booking procedures, and procedures for walk-ins and guests without booking records.
- Knowledge of health and safety, food hygiene, fire prevention, licensing, and employment law requirements.
- Ability to follow COSHH safety standards, use chemicals safely, and wear relevant personal protective equipment when required.
- Ability to follow company and department safety and security policies and procedures, complete safety training and certifications, report accidents and unsafe conditions, and use correct lifting procedures.
- Ability to maintain confidentiality and protect the privacy and security of coworkers and guests.
- Ability to maintain grooming, hygiene, uniform, and name badge standards.
Responsibilities
- Ensure the smooth running of the hotel during the night shift, supporting operations as needed, prioritising guest needs, and protecting the safety and security of the hotel, guests, and associates.
- Take responsibility for operations across all business areas, including the garage and external and internal buildings, when the Night Manager is absent and when leading the shift.
- Maintain a safe and secure environment for customers, staff, and visitors; check that fire doors and escape routes are clear and support loss-prevention patrols as directed.
- Follow statutory procedures when a fire alarm is activated and maintain communication with guests, staff, and the oncoming shifts.
- Assist the Front Office Manager in maintaining consistent Front Desk service; communicate guest needs and provide guidance, feedback, and individual coaching to team members.
- Foster service that exceeds customer expectations and supports satisfaction and retention.
- Oversee the smooth and efficient operation of the hotel overnight.
- Greet guests and check them in and out to service standards while ensuring guest satisfaction.
- Handle overbooking situations and relocate guests while minimising effects on revenue and guest satisfaction.
- Handle guest complaints as Manager on Duty, find suitable solutions using the LEARN model, seek senior leadership assistance when needed, and represent the Executive Team overnight.
- Support high-volume guest operations after large functions and events, ensuring smooth operations and carriages.
- Ensure compliance with statutory requirements, including health and safety, food hygiene, fire prevention, licensing, and employment law.
- Maintain equipment in clean working condition and protect company tools, equipment, machines, and other assets in accordance with company policies and procedures.
- Assist with show rounds when required.
- Conduct regular hotel walkthroughs to check cleanliness, staffing, and safety.
- Oversee night housekeeping associates and maintain cleanliness standards.
- Update the Hotel and General Manager about nightly operations and challenges, and ensure follow-up with relevant departments.
- Operate equipment in accordance with trained instructions.
- Handle booking enquiries professionally as sales opportunities, monitor hotel availability, and input or amend reservations as required.
- Handle booking confirmations, cancellations, and amendments accurately.
- Make decisions during fire evacuations or bomb threats.
- Update guest information and liaise with other departments daily.
- Assist colleagues with urgent enquiries and duties to ensure guest satisfaction, and support colleagues in difficult situations.
- Liaise with the Loss Prevention Team during challenging situations at night.
- Lead the nightly shift briefing and ensure service information is shared with colleagues.
- Review financial statements, sales and activity reports, and other performance data to assess productivity and goal achievement and identify cost reductions or programme improvements; assist the Front Office Manager in these activities.
- Ensure employees follow proper cash-handling procedures and monitor overages and shortages.
- Manage employee hours to meet operational and profitability goals.
- Work with the property leadership team to identify and implement action plans to prevent recurring guest issues.
- Identify the development needs of others and coach, mentor, or otherwise help them improve their knowledge or skills.
- Provide subordinates with guidance and direction, set performance standards, and monitor performance.
- Ensure employees are treated fairly and equitably.
- Administer the performance appraisal process for direct reports.
- Interview and hire hourly team members with appropriate skills in a timely manner to meet operational needs.
- Support departmental orientation and new-hire training, and ensure associates are cross-trained to support daily operations.
- Communicate performance expectations in accordance with each position's job description.
- Establish and maintain open, collaborative relationships with associates and ensure collaborative relationships within the team.
- Recognise team members' contributions and participate in an ongoing associate recognition programme.
- Promote health and safety awareness, including awareness of fire alert points, exits, fire extinguishers, and trip hazards.
- Maintain cleanliness by cleaning as you go and keeping the work area tidy.
- Carry out other duties or functions assigned by the Front Office Manager or an Executive Committee member.
- Support coworkers, treat them with dignity and respect, and maintain productive working relationships with employees and departments.
- Comply with Marriott International Hotels Limited regional office and hotel policies and procedures.
Desired Qualifications
- A thorough understanding of Front Office operations.
- Previous experience working in a busy, high-volume city-center property.
About the company
Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.
Company Size
10,001+
Company Stage
IPO
Headquarters
Bethesda, Maryland
Founded
1927
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Simplify's Take
What believers are saying
- Graduates get management training: Marriott's paid Voyage program lasts 12-18 months and includes departmental rotations at managed hotels.
- Long service earns travel rewards: eligible associates at Marriott-managed locations receive complimentary rooms after 25 years.
- Marriott earns beyond hotel stays: Chase and American Express co-branded cards generate fees linked to customer spending.
What critics are saying
- Security teams face mandated scrutiny: Marriott's FTC order requires independent assessments every two years for 20 years.
- Headquarters work requires office attendance: Marriott's HQ listing specifies regular in-person presence, including nearby candidates in remote roles.
- Franchise roles have separate employment terms: Marriott's HR conditions assign employment decisions solely to franchisees or their management companies.
What makes Marriott International unique
- MGM broadens casino resort access: Bonvoy members earn and redeem points at participating MGM Collection destinations.
- Autograph marks independent hotels individually: each joining property receives a unique number designed to reflect its personality.
- Business travel extends beyond rooms: Business Access by Marriott Bonvoy combines hotel, flight, rail and car booking.
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Benefits
- Paid Holidays
- Meal Benefits
- Mental Health Support
- Professional Development Budget