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Nighttime Hotel Operations Director
2 months ago
We are seeking a highly skilled and experienced Overnight Front Office Manager to join our team at Conrad Hotels & Resorts. As a key member of our hotel operations team, you will be responsible for directing and overseeing all hotel operations during the night shift to ensure exceptional guest satisfaction and financial profitability.
Key Responsibilities- Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety
- Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
- Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counseling and evaluations and delivering recognition and reward
- Exercises full hotel authority in the absence of the General Manager during the night shift. Serves as Manager-On-Duty to ensure effective interdepartmental operations and to address and resolve guest and team member questions or issues. Ensures total guest satisfaction and safety.
- Tours hotel interior and exterior to ensure quality appearance, cleanliness, and lighting. Reports any deficiencies and safety hazards to the engineer on duty. Follows up to ensure deficiencies have been addressed and/or corrected.
- Oversees the preparation of daily summary reports for distribution to various hotel departments on the day's business activities.
- Talks and interacts with guests to help ensure a relaxing and entertaining environment within hotel.
- Handles guest relocations whenever necessary.
- Other duties and project management as assigned.
- Addresses concerns and reviews the status of over-night operations and issues with Department Heads and General Manager to ensure quality and continuity in operations.
- Manages any emergencies that arise during the night shift.
- Supervises and trains night Guest Services Agents to ensure guests are satisfied with their stay and reports are accurately completed. Maintains overall supervision of all night shift team members.
- A minimum of (2) years of supervisory experience.
- A minimum of (2) years of experience in front desk and/or guest relations experience is required.
- Management experience preferred.
- Luxury experience in Hotel industry preferred.
- Previous housekeeping supervisory experience preferred.
- A high school diploma or equivalent is required, a 2 or 4 year college degree is preferred.
- Hilton background including systems knowledge is preferred.
- Previous experience with emergencies helpful.
- CPR certification and/or First Aid Training is preferred.
- Able to operate office machines and proficient in Microsoft applications is a requirement.
We offer a comprehensive benefits package, including:
- Access to your pay when you need it through DailyPay
- Medical Insurance Coverage - for you and your family
- Mental Health Resource
- Best-in-Class Paid Time Off (PTO)
- Go Hilton travel discount program
- Supportive parental leave
- Matching 401(k)
- Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
- Debt-free education: Access to a wide variety of educational credentials
- Career growth and development
- Team Member Resource Group
- Recognition and rewards program
The annual salary range for this role is $72,000 - $78,000 and is based on applicable and specialized experience and location.
