Bespoke Hotels
Assistant Night Manager
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Assistant Night Manager
Department: Front Office
Reporting to: Night Manager
Position Overview
As an Assistant Night Manager at our five-star hotel, you are responsible for overseeing the overnight operation, ensuring the highest standards of guest service, safety, and efficiency are maintained throughout the night. You act as a key point of contact for guests and staff after hours, resolving issues with discretion, professionalism, and a calm, confident manner. You support the Night Manager in upholding the brand’s luxury standards and in ensuring a seamless transition between day and night operations.
Key Responsibilities
Guest Service Excellence
- Provide a warm, secure, and professional welcome to all late-arriving or departing guests.
- Respond promptly and discreetly to guest requests, queries, and emergencies, ensuring guest satisfaction is maintained at all times.
- Monitor guest feedback and ensure all concerns or service opportunities are resolved or communicated appropriately.
- Offer personalized assistance, ensuring guests feel supported and valued during overnight hours.
- Maintain visibility in public areas, offering support and guidance with a calm and polished presence.
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Operational Duties
- Assist with overnight check-ins and check-outs, ensuring accuracy and adherence to brand standards.
- Support night audit procedures, including reconciling financial transactions and preparing daily reports.
- Monitor and manage lobby activity and hotel security procedures, responding to incidents or disturbances swiftly and professionally.
- Ensure all public and back-of-house areas remain secure, clean, and well-presented throughout the night.
- Conduct floor walks to ensure guest comfort, fire safety compliance, and operational readiness.
Leadership & Team Support
- Supervise and support the night team including porters, housekeeping, and security, ensuring effective communication and task completion.
- Lead by example, upholding service standards and encouraging a culture of professionalism, empathy, and teamwork.
- Assist in the training and development of new night staff, offering guidance and feedback as needed.
- Coordinate effective handovers with the incoming morning team to ensure continuity of service.
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Compliance & Safety
- Maintain a strong understanding of fire, health, and safety procedures, acting as a designated Fire Marshal when required.
- Conduct regular checks of fire exits, alarms, and other emergency equipment, reporting any faults immediately.
- Ensure all hotel policies, procedures, and legal requirements are adhered to during overnight hours.
- Record and report any maintenance issues, incidents, or guest complaints through the appropriate channels.
General Responsibilities
- Attend mandatory training, team briefings, and performance evaluations as required.
- Support the Night Manager in any administrative or operational duties.
- Assist with late-night room service, guest amenities, and VIP arrivals where necessary.
- Perform any reasonable duties assigned by hotel leadership in alignment with business needs.
- Act as an ambassador for the hotel, upholding the brand’s values, service ethos, and commitment to excellence at all times.
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