Overnight Front Office Manager

Job Description

Under the general direction of the Director of Rooms, the Overnight Front Office Manager acts as the leader on duty during overnight hours. This role is responsible for overseeing all front desk operations, ensuring smooth guest arrivals and departures, resolving guest issues, and maintaining a strong presence throughout the property. The position also manages the night audit process, monitors safety and security protocols, and coordinates with departments such as Housekeeping, Engineering, and Security to address any overnight operational needs. Additionally, the Overnight Manager ensures accurate reporting, supervises the overnight team, and prepares the front office for a seamless transition into the next day’s operations, providing leadership and decision-making in the absence of daytime executive management.

YOUR KEY RESPONSIBILITIES:

• Oversee all front desk operations during the overnight shift, ensuring smooth and efficient service.
• Supervise guest service agents and ensure accurate completion of nightly financial reports and system rollovers.
• Conduct property walks throughout the night to monitor cleanliness, safety, and operational readiness.
• Act as the primary point of contact for all departments overnight, ensuring smooth interdepartmental communication and coordination.
• Handle guest check-ins, check-outs, room changes, and special requests in a timely and professional manner.
• Resolve guest complaints or incidents promptly
• Monitor lobby activity to ensure guest safety and maintain a welcoming, secure environment.
• Communicate significant overnight events or issues to the morning management team through detailed shift reports.
• Ensure all front office procedures and brand standards are consistently followed.
• Coordinate with Housekeeping for early arrivals, room readiness, and status updates.
• Respond to emergency situations (e.g., fire alarms, medical incidents, power outages) in accordance with hotel protocols.
• Maintain communication with Engineering for urgent overnight maintenance concerns.
• Reconcile discrepancies in guest folios and room inventory in collaboration with guest service agents.
• Prepare the front desk and lobby area for a seamless transition to the morning shift.
• Train, support, and supervise overnight front desk team members to ensure high service standards.
• Manage room availability, walk-ins, cancellations, and no-shows effectively.
• Enforce hotel safety and security procedures consistently throughout the night.
• Perform administrative duties such as logging incidents, maintaining the lost & found, and updating guest preferences.
• Maintain confidentiality of all guest and hotel information.
• We recognize we are in the hospitality industry and that may require us to provide lateral service. 
• We will on occasion call for each individual in the team to, on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

Qualifications

• Previous experience as Night Manager in a similar high-end hospitality environment
• Ability to perform and oversee nightly audit functions including balancing daily revenue and posting corrections.
• Skilled in handling guest complaints professionally and diplomatically during minimal staffing hours.
• Comfortable working independently and making critical decisions without upper management onsite.
• Strong knowledge of hotel operations including Front Desk, Concierge, Bell, Guest Services and solid knowledge of front desk protocol and experience working with  high profile guests.
• Strong knowledge of property management systems such as Opera, SynXis.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations

What’s in it for you…

• The opportunity to launch Delano London and help shape the guest experience from day one.
• Join an innovative, fast-growing, international group that's committed to not just building new hotels but building a global brand, offering plenty of opportunity for learning & development
• This role will attract a share of the hotel's service charge
• A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing
• Excellent discounts off hotels across the world through the extensive Ennismore and Accor portfolios
• Referral bonus for successful new team member recommendations
• Monthly team recognition, regular team events and biannual team parties

Additional Information

Why Delano London?

Be part of the team bringing an iconic brand into its next chapter. At Delano London, personality counts, ideas are welcomed and everyone plays a part in creating something memorable. We work hard, make it fun and look out for one another, with opportunities to learn, grow and build meaningful relationships across Delano, Ennismore and Accor.