Night Manager

Overview

Key Responsibilities

• Act as Manager on Duty during the night shift and take responsibility for the smooth overnight operation of the resort.
• Oversee Reception, Concierge, and overnight Front Office operations to ensure efficient service delivery.
• Ensure Rosewood standards are maintained across guest service, appearance, and operational execution.
• Handle guest concerns, complaints, and overnight service recovery matters promptly and professionally.
• Monitor late arrivals, early departures, guest requests, and special overnight requirements.
• Ensure night audit procedures are completed accurately, on time, and in line with resort policies.
• Monitor billing, cashiering, rebates, discounts, and room charges to ensure compliance with procedures.
• Ensure proper handling of floats, receipts, deposits, reports, and other overnight financial controls.
• Coordinate with Housekeeping, Engineering, Security, and other departments to ensure smooth overnight operations.
• Maintain a visible presence in the lobby and key guest areas during the shift.
• Ensure incidents, unusual occurrences, and operational issues are properly logged and handed over for follow-up.
• Support and guide overnight associates, ensuring clear delegation, teamwork, and high performance.

Additional Duties

Qualifications & Experience

• Minimum 3-5 years of Front Office experience, with previous supervisory or night management experience.
• Previous experience in a luxury or ultra-luxury hotel or resort environment is preferred.
• Strong understanding of night audit, Front Office operations, cashiering, billing, and financial controls.
• Hands-on experience with check-in, check-out, guest profiles, room status, billing, cashiering, and shift closing procedures.
• Strong proficiency in Property Management Systems (PMS), with operational knowledge of guest profiles, room inventory, billing, traces, and Front Office controls.
• Ability to act confidently as Manager on Duty and make sound decisions during overnight operations.
• Strong service recovery, problem-solving, and guest communication skills.
• Good understanding of safety, security, emergency, and incident-reporting procedures.
• Ability to remain calm, professional, and decisive during challenging situations.
• Strong leadership, communication, and follow-up skills.
• Pre-opening experience is an advantage.
• Fluency in English is required; additional languages are an advantage.