Night Manager

About the Role

The Night Manager will oversee and direct all aspects of night-time operations across the hotel to maintain optimal security and uphold exceptional service standards aligned with company policies and Kempinski’s quality benchmarks.

They ensure seamless hotel functionality during overnight hours while managing staff and guest experiences efficiently.

Key Responsibilities

• Manage front office duties including guest check-in, check-out, and support, ensuring adherence to procedures and high guest satisfaction.
• Coach and supervise front office team members to optimize operational efficiency and performance.
• Enhance hotel revenue by monitoring room availability, managing group reservations, implementing upselling strategies, and enforcing the late charge policy to boost revenue per available room (REVPAR).
• Address and resolve guest complaints arising during night shifts, documenting all incidents properly.
• Welcome VIP guests personally and assist throughout their stay to foster positive relationships.
• Handle overbooking professionally during peak nights, minimizing guest inconvenience diplomatically.
• Conduct at least two hotel inspections per shift to ensure cleanliness, safety, and order, taking corrective measures as needed.
• Stay informed on emergency protocols, current promotions, VIP arrivals, and events; brief staff to equip them for guest inquiries and requests.
• Maintain the hotel logbook by recording guest complaints, incidents, and follow-ups required for the next day.
• Perform additional duties as required based on business and hotel demands.