Night Manager

Job Description

Reporting to the Front Office Manager, the Night Manager oversees overnight hotel operations, ensuring exceptional guest service and smooth operations. The key responsibilities include, but not limited to:

• Provide friendly and proactive service to all guests, addressing concerns and maintaining positive relationships.
• Supervise overnight operations, including conducting night audits, balancing hotel revenue from rooms and food & beverage, and ensuring accurate billing.
• Maximize room revenue by managing inventory, participating in yield meetings, and implementing Revenue Management strategies.
• Lead, mentor, and support the overnight team, ensuring effective communication, performance monitoring, and staff development.
• Ensure compliance with health, safety, and emergency protocols, serving as part of the Emergency Response Team.
• Oversee the check-in and check-out process, particularly managing late arrivals and early departures.
• Address guest concerns promptly and escalate issues to the appropriate teams to ensure a memorable experience.
• Continuously seek and use guest feedback to improve service and resolve issues effectively.
• Communicate operational needs and relevant information to the necessary teams through daily briefings, emails, and meetings.
• Review work schedules, manage staffing levels, and ensure all areas are properly maintained.
• Establish appropriate par levels for supplies and equipment, and complete requisitions to replenish shortages or order additional items as needed.
• Perform night audits and related accounting procedures, managing front desk operations and supervising the hotel staff during the overnight shift.
• Monitor front desk activities to ensure compliance with hotel policies regarding rebates, billing instructions, and discounted rates.
• Ensure cashiering procedures align with accounting policies and standards, including managing shortages/overages, late charges, petty cash, adjustments, and payment processing.
• Review the previous night’s no-shows and ensure accurate billing for such occurrences.
• Assist the Accounting department in investigating disputed charges and contact guests as needed to clarify issues related to front desk procedures.
• Support staff in resolving payment-related issues efficiently.
• Anticipate sold-out situations, monitor overbooked rooms, and manage the handling of “walked” guests.
• Perform other work-related duties as assigned.

Qualifications

• Minimum of 2 years of proven Front Office leadership experience; degree or diploma in Hospitality Management is an asset.
• Strong passion for delivering exceptional guest service with excellent written and verbal communication, leadership, and interpersonal skills.
• Highly organized, results-oriented, and adaptable, with the ability to work well under pressure and manage multiple tasks and guest requests.
• Knowledge of Opera Cloud PMS System and certification in First Aid (or willingness to obtain) is preferred.
• Strong background in guest service and team training, with the ability to work independently and prioritize responsibilities effectively.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint) 
• Availability to work overnight shifts on a rotating schedule.

Additional Information

Canadian work authorization.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

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