Overnight Manager

Overnight Manager

Job Overview:

This position is responsible for delivering exceptional service to both internal and external guests while leading the overnight Front Office operations with professionalism and precision. The Overnight Manager will provide leadership, guidance, and support to ensure the successful performance of the front desk team, particularly during the night audit shift. Responsibilities include staff training, scheduling, performance management, and the development of standard operating procedures and key performance indicators for the overnight team.

A critical component of this role is oversight of the Night Audit function, ensuring the accurate and timely reconciliation of all daily financial transactions and reporting. The Overnight Manager will play an integral role in ensuring financial integrity and operational efficiency while also acting as the first point of contact for late-arriving or early departing guests, creating a welcoming and professional impression. This individual serves as an ambassador for Cliff House Maine and always upholds company standards.

Essential Functions:

• Oversee and participate in all aspects of Front Desk and Night Audit operations.
• Ensure the accurate and timely completion of nightly financial reports and audit checklists, verifying all revenue postings, payments, and accounting procedures are performed according to standards.
• Serve as the primary contact for any overnight guest or operational issues, escalating when necessary and ensuring timely follow-up.
• Maintain detailed knowledge of hotel services, room types and rates, packages, promotions, daily house count, and group activity schedules to anticipate and address guest needs.
• Promote, track, and report on departmental and company initiatives (e.g., Guest Satisfaction Scores, Forbes Travel Guide, Net Promoter Score).
• Lead the overnight team with a calm and organized approach, especially in high-pressure situations.
• Foster guest satisfaction by mentoring and developing team members and ensuring consistent service excellence.
• Protect guest confidentiality and handle all information securely and in compliance with established protocols.
• Maintain open, ongoing communication with team members and departments to align with business goals and performance expectations.
• Recruit, onboard, coach, and manage overnight team members, ensuring accountability and professional development.
• Facilitate pre-shift meetings to ensure proper handoff and communication across shifts.
• Review all open folio and non zero balances nightly for collections
• Credit limit reports and follow up
• No show reporting.
• Liaison for primary contact for any security team needs and communication to managers and leadership as needed

Qualifications:

• Minimum of one year of supervisory experience in a high-volume or hotel environment; overnight leadership preferred
• Prior hospitality experience in a Four Diamond or luxury property strongly preferred
• Familiarity with Night Audit processes and financial reconciliation standards
• Proficient in Microsoft Office Suite and Property Management Systems (PMS)
• Excellent verbal and written communication skills; ability to clearly direct and guide others
• Flexibility to work varied shifts, including weekends, holidays, and overnights

Ideal Candidate:
The successful candidate will be a proactive, detail-oriented leader with strong financial acumen and a passion for guest service. They will be an effective multitasker, thrive in a fast-paced overnight environment, and demonstrate a high level of professionalism and accountability.

NEEDED ATTRIBUTES

Employees must fulfill their performance standards for this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees.  The job description is intended to describe the general nature and work responsibilities of the position.  This job description and duties of this position are subject to change, modification and addition as deemed necessary by the Hotel.  Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other Hotel Officials.

Employees must fulfill their performance standards for this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees.  The job description is intended to describe the general nature and work responsibilities of the position.  This job description and duties of this position are subject to change, modification and addition as deemed necessary by the Hotel.  Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other Hotel Officials.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.