Job Purpose:

The Overnight Manager is responsible for overseeing the nightly operations of the hotel, including managing a small cleaning crew and night audit team, in addition to partnering with the building security team on any safety matters that arise. This role ensures the smooth operation of the hotel during overnight hours, maintaining high standards of cleanliness, guest service, and efficiency.

Essential Duties/Responsibilities:

• Being passionate about people and service.
• Provides managerial support for Guest Services, Housekeeping and Security in the overnight operational duties for these areas
• Ensure that guest rooms and public areas are cleaned and maintained to the highest standards.
• Conduct inspections to ensure cleanliness and compliance with hotel standards.
• Supervise nightly audit procedures, including reconciling accounts and preparing reports.
• Provide assistance and support to guests during overnight hours, including check-ins, check-outs, and inquiries.
• Act as a point of contact for guest concerns or emergencies and resolve them promptly.
• Ensure compliance with hotel policies, procedures, and health/safety regulations.
• Train and mentor staff members to ensure effective performance of duties.

Other Duties/Responsibilities:

• Collaborate with the Front Desk/Housekeeping leaders in upholding policies, procedures, and service standards.
• Collaborate with other hotel departments to ensure seamless operations.
• Assist with scheduling and staffing as needed.
• Assist with valet services, as needed. 
• Perform any other duties as assigned by hotel management.
• Assist in inventory management and ordering supplies as needed.

Knowledge:

• Understanding of hotel operations, including housekeeping procedures, night audit processes, and guest services.
• Knowledge of hospitality industry standards, trends, and best practices, with a focus on delivering exceptional guest experiences.
• Familiarity with health and safety regulations, including those related to cleanliness, sanitation, and emergency procedures.
• Knowledge of customer service principles and techniques, with the ability to effectively handle guest inquiries, complaints, and requests.
• Understanding of effective supervisory practices, including leadership, team management, and staff development.
• Strong verbal and written communication skills, with the ability to communicate effectively with guests, staff members, and management.
• Ability to identify issues, analyze situations, and implement solutions to resolve problems effectively and efficiently.
• Proficiency in hotel management software systems, Microsoft Office Suite, and other relevant computer applications.
• Understanding of quality control principles and methods, with a focus on maintaining high standards of cleanliness and service.
• Ability to adapt to changing situations and priorities, especially in an overnight environment.

Skills:

• Strong customer service skills, with the ability to anticipate guests’ needs, offer personalized recommendations, and handle inquiries and requests with poise and professionalism.
• Must be able to understand and follow verbal/written instructions.
• Strong communication skills are essential when interacting with guests and Ambassadors.
• Reading and writing abilities are used often when taking/entering orders, completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used
• Supervision/management/interpersonal communication skills 

Physical Abilities:

• Have the ability to work a flexible schedule including nights, weekends and/or holidays
• Ability to walk, stand, and/or bend continuously to perform essential job functions.
• Ability to lift up to 70 lbs., and to lift lighter objects overhead.
• Must have the ability to sustain prolonged standing, walking, bending, reaching, and occasional heavy lifting (inventory management)
• Ability to communicate in English, both orally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
• Ability to work under pressure and deal with stressful situations during busy periods.
• Excellent vision required for computer and cleaning responsibilities. 

Education/Formal Training/Other requirements:

• Experience with Marriott brand standards is preferred, but not required.
• Must complete required Marriott/Hotel Equities/Greenwood training.
• Driver’s license in good standing.

Experience:

• Previous supervisory or managerial experience in a hotel or hospitality setting required.
• Experience with housekeeping and night audit procedures preferred.
• Previous property management systems experience

Material/Equipment Used:

• Computer/laptop
• Various office equipment
• Various cleaning supplies

Environment:

• Indoor exposure to both stable and extreme variance of hot and cold temperatures. 
• Outside exposure to all weather elements and extreme fluctuations of temperature.

Amazing Benefits At A Glance:

• Team Driven and Values Based Culture
• Medical/Dental/Vision for full-time ambassadors consistently working 30 or more hours weekly
• Vacation & Holiday Pay for full-time ambassadors consistently working 30 or more hours weekly
• Employee Assistance Program
• Career growth and training opportunities
• Reduced room rates throughout the portfolio
• 401(k)
• Employee discount
• Flexible schedule
• Flexible spending account for full-time ambassadors consistently working 30 or more hours weekly
• Life insurance
• FMLA per state and federal regulations