L'oscar London
Night Manager
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About L’oscar London
At L’oscar London, we believe luxury is personal. Set within a Grade II listed former Baptist church in the heart of London, L’oscar is an intimate five-star boutique hotel where historic architecture, theatrical interiors, and highly personalized service come together.
Our approach is warm, discreet, and intuitive. We anticipate our guests’ needs, create a sense of home within a sophisticated setting, and strive to make every stay memorable.
As part of Michel Reybier Hospitality, our service philosophy is guided by seven values:
- Entrepreneurship
- Agility
- Well-being
- Competence
- Rethinking Luxury
- Tailor-made
- Emotion
The Role
We are looking for an experienced and confident Night Manager to join our Front Office team.
Reporting to the Front Office Manager, you will take responsibility for the smooth running of L’oscar throughout the night, ensuring our guests receive the same exceptional, personalized service at every hour.
As the senior presence on property overnight, you will lead the night team, oversee Front Office operations, respond to guest needs, and ensure the safety, security, and presentation of the hotel. You will be hands-on, visible, and proactive, using your judgment to resolve challenges and create memorable guest experiences.
This is a role for someone who takes genuine pride in luxury hospitality, enjoys being present with guests and colleagues, and is comfortable taking ownership when working independently.
Key Responsibilities
- Deliver warm, discreet, and highly personalized service throughout the night.
- Maintain a strong presence across the hotel, welcoming guests and anticipating their needs.
- Handle guest requests, enquiries, and complaints with professionalism, empathy, and sound judgment.
- Use your knowledge of the hotel and its facilities to personalize recommendations and identify opportunities to enhance the guest experience.
- Promote and cross-sell L’oscar’s accommodation, Food & Beverage, and other experiences where appropriate.
- Gather and respond to guest feedback, using it to continually improve service.
- Ensure VIPs, special occasions, amenities, and outstanding requests are accurately communicated and followed through.
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Night Operations & Leadership
- Take overall responsibility for the hotel during the night in the absence of the Front Office Manager and other senior managers.
- Supervise and support the night team, creating a positive and collaborative working environment.
- Ensure all Front Office procedures are followed consistently across Reception, Concierge, Butler, and Reservations functions.
- Complete overnight Front Office duties, including correspondence, emails, switchboard, and guest administration.
- Conduct regular checks of the hotel and its facilities, ensuring all areas are safe, secure, and presented to the required standard.
- Ensure wake-up calls and other time-sensitive guest requests are delivered accurately and promptly.
- Provide a clear and comprehensive handover to the incoming team, including VIPs, guest requests, incidents, and outstanding tasks.
Finance & Night Audit
- Complete all pre- and post-night audit procedures accurately and in line with hotel standards.
- Complete daily financial and operational reporting, ensuring all required account reporting is accurate and submitted on time.
- Monitor hotel occupancy, Average Daily Rate, and key Front Office performance indicators.
- Ensure accurate handling of the reception float, cash, foreign currency, paid-outs, cash advances, and cashier procedures.
- Monitor rebates, billing instructions, and discounted rates in line with hotel policy.
- Review rate and revenue reports to identify discrepancies and support effective revenue control.
- Monitor credit limits and highlight any potential doubtful accounts.
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Administration & Communication
- Maintain accurate records and ensure all required daily reports are completed.
- Record incidents, unusual occurrences, and outstanding matters in the Duty Management Log.
- Support Reservations overnight when required, responding to enquiries, processing bookings, and identifying upselling opportunities.
- Ensure guest requests are communicated effectively to the relevant departments.
- Remain fully conversant with hotel procedures, including high-revenue bookings, non-arrivals, pre-registration, and fully booked procedures.
- Work closely with the Front Office Manager and other department heads on operational matters and special assignments.
Qualifications & Experience
- Previous experience in a luxury or five-star hotel, ideally within a Front Office or Night Management position.
- Previous experience supervising or leading a team.
- Strong knowledge of Front Office operations, including Reception, Concierge, Reservations, and Night Audit.
- Excellent guest service and interpersonal skills, with a natural ability to build positive relationships with guests and colleagues.
- Confident decision-maker with the ability to remain calm and composed under pressure.
- Highly organized with exceptional attention to detail.
- Strong written and verbal communication skills.
- Professional and confident telephone manner.
- Good working knowledge of Opera, Micros, and Microsoft Office.
- Strong understanding of hotel finance, cashiering, and basic revenue controls.
- A proactive approach with the ability to work independently and take ownership of the overnight operation.
- A genuine passion for luxury hospitality and creating exceptional guest experiences.
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