Assistant Front Office Manager - Night

Job Description

The Assistant Front Office Manager - Night at The Cooper Hotel is the senior leader overseeing all hotel operations during the overnight hours. This role ensures the continuity of luxury guest service, operational integrity, and team supervision while maintaining Forbes-level standards across the property. The Assistant Front Office Manager - Night acts as the Manager on Duty (MOD), handling guest concerns, emergencies, and auditing responsibilities with calm authority, professionalism, and discretion.

Duties & Responsibilities

• Oversee the smooth and secure operation of the hotel during nighttime hours, including Front Desk, Housekeeping, Engineering, Security, Food & Beverage and Culinary.
• Serve as the primary point of contact for all guests, staff, and external partners during the overnight shift.
• Ensure all public areas are orderly and reflect Forbes 5-Star presentation at all times.
• Conduct walkthroughs of the property to ensure safety, cleanliness, and security standards are met.
• Personally engage with late-arriving guests and provide discreet, proactive solutions to any concerns or special requests.
• Manage all service recovery situations promptly and graciously to exceed guest expectations.
• Maintain awareness of VIPs, repeat guests, and special occasions, ensuring personalized nighttime attention.
• Write detailed pass-on reports for day leadership regarding overnight incidents or guest feedback.
• Provide coaching and guidance to overnight staff, reinforcing service values and operational protocols.
• Foster a respectful, collaborative team culture, ensuring all associates feel supported and motivated.
• Oversee and verify the Night Audit process, ensuring accuracy in daily revenue reporting and compliance with accounting procedures.
• Confirm all transactions are properly posted, room charges reconciled, and shift closings are accurate.
• Coordinate with Finance or Revenue Management for reporting discrepancies or unusual patterns.
• Respond to and manage all guest or staff emergencies, including medical events, fire alarms, evacuations, and security concerns.
• Serve as the key decision-maker during overnight crises, following property and corporate escalation protocols.
• Maintain accurate logs of incidents and ensure proper documentation is submitted to management.
• Liaise with Day Management, Engineering, Housekeeping, and Security to ensure continuity in guest experience and operational issues.
• Prepare detailed shift handover documentation, including any outstanding requests or notable observations.
• Support next-day operations by preparing early check-ins, amenity setups, and guest request follow-through.
  
  

Required Skills & Experience

• Minimum 3–5 years of experience in luxury hospitality with at least 2 years in a leadership or MOD role; Forbes 5-Star experience preferred.
• Strong background in front office operations, night audit processes, and service recovery.
• Deep understanding of Forbes Travel Guide standards and luxury guest expectations.
• Exceptional interpersonal, problem-solving, and crisis management skills.
• High level of discretion, emotional intelligence, and poise under pressure.
• Proficiency in hotel PMS, POS systems, and Microsoft Office Suite.
• CPR/First Aid certified or willing to obtain certification.
  
  

Physical Requirements

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Ability to stand and walk for extended periods during night shifts.
• Capable of responding to emergencies and moving throughout the property quickly when required.
• Must be available to work overnight, weekends, holidays, and on-call as needed.
• Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
  
  

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BHC is an equal employment opportunity employer.  Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.