Crowne Plaza Newcastle - Stephenson Quarter
Assistant Night Manager
Newcastle upon Tyne
Posted about 20 hours ago
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Key Responsibilities
Guest Services
- Provide a warm, professional, and efficient service to guests throughout the overnight shift.
- Assist the Night Manager in acting as a key point of contact for guest enquiries, requests, and complaints.
- Resolve guest concerns promptly and professionally, escalating more complex issues to the Night Manager when required.
- Handle late arrivals, early departures, room moves, and guest requests efficiently.
- Assist with VIP arrivals, IHG One Rewards recognition, and special guest requirements.
- Maintain a strong awareness of guest satisfaction and identify opportunities to enhance the guest experience.
Operations Management
- Support the Night Manager with the overall operation of the hotel during the overnight shift.
- Supervise and provide guidance to Front Office and other overnight team members as required.
- Assist with monitoring hotel occupancy, arrivals, departures, group movements, and operational priorities.
- Liaise with departments operating overnight, including Housekeeping, Maintenance, Security, and Food & Beverage where applicable.
- Conduct regular checks of public areas and operational areas to ensure cleanliness, safety, and brand standards are maintained.
- Assist with preparing accurate shift handovers and operational reports.
- Ensure all overnight procedures are followed consistently and efficiently.
- Deputise for the Night Manager in their absence or when requested.
Financial & Administrative Duties
- Assist the Night Manager with Night Audit procedures and the accurate balancing of daily hotel revenue.
- Support the reconciliation of cash floats, credit card transactions, and other financial records.
- Check that room charges, F&B revenue, payments, and adjustments are posted accurately.
- Assist with daily financial, occupancy, and revenue reporting.
- Ensure guest billing and folio management are completed accurately and in accordance with company procedures.
- Identify and report any discrepancies to the Night Manager promptly.
- Maintain accurate records and documentation throughout the shift.
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Safety & Security
- Support the Night Manager in maintaining a safe and secure environment for guests, visitors, and colleagues.
- Monitor hotel security systems, including CCTV, fire panels, and access control systems where applicable.
- Assist with routine security checks of the hotel and public areas.
- Respond appropriately to emergencies, disturbances, medical incidents, fire alarms, and other incidents.
- Follow hotel emergency procedures and escalate incidents to the Night Manager as required.
- Complete accurate incident reports and assist with liaising with emergency services where necessary.
- Ensure hotel policies and security procedures are consistently followed.
Team Support & Leadership
- Provide guidance, support, and supervision to overnight Front Office team members.
- Assist the Night Manager in maintaining high standards of colleague performance and professionalism.
- Support the induction and training of new team members.
- Provide coaching and constructive feedback where appropriate.
- Encourage effective communication, teamwork, and accountability across the overnight team.
- Promote a positive and supportive working environment.
- Act as a reliable point of support for colleagues working overnight.
Key Skills & Competencies
- Strong organisational and time-management skills.
- Excellent attention to detail.
- Confident decision-making and problem-solving ability.
- Ability to remain calm and professional under pressure.
- Strong guest service and communication skills.
- Ability to supervise and motivate colleagues.
- Good understanding of hotel Front Office operations.
- Basic understanding of Night Audit and financial reconciliation procedures.
- Strong awareness of hotel safety and security procedures.
- Ability to work independently while maintaining effective communication with the Night Manager.
- Proficiency in hotel PMS systems, with Opera experience preferred.
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Experience & Qualifications
Essential
- Previous experience within a hotel Front Office, Reception, Duty Management, or Night Audit role.
- Previous supervisory experience within a hotel or hospitality environment.
- Good understanding of Front Office procedures and guest service standards.
- Experience working night shifts or within an overnight hotel operation.
- Good administrative and financial attention to detail.
- Ability to work effectively under pressure and respond appropriately to guest and operational issues.
Desirable
- Previous experience within a 4-star hotel or a property of 200+ bedrooms.
- Experience within IHG or another international hotel brand.
- Experience with Opera or another recognised hotel PMS.
- Previous Night Audit experience.
- First Aid or Fire Marshal certification.
- Hospitality qualification.
What’s In It for You?
- Exceptional training and career development opportunities
- Hotel discounts across the portfolio – staff rates plus up to 50% off food, beverage, and spa
- Paywise+ – access up to 40% of your earned pay and automatic savings options
- 24/7 Employee Assistance Programme and Virtual GP via Mintago
- Salary Sacrifice options and retail discounts via Mintago
- Free staff parking
- Access to hotel Gym facilities
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Skills
Organisational skills
Time management
Attention to detail
Decision making
Problem solving
Guest service
Communication
Supervision
Front Office operations
Night Audit
Financial reconciliation
Hotel safety and security
Opera PMS
Leadership
Conflict resolution
Reporting