Assistant Overnight Manager

Situated in Downtown's 2nd Street District, Austin Proper Hotel and Residences offers an artful immersion in lifestyle and wellbeing. With an emphasis on collaboration, Austin Proper features both inspired interiors by acclaimed designer Kelly Wearstler and is guided by the culinary creativity of Austin tastemaker MML Hospitality. Essentials include 238 rooms and suites; 99 branded residences; four unique settings for dining and drink; a focus on wellness with a dedicated spa and fitness center; and a variety of atmospheric event spaces. And it wouldn't be Proper without a 5th floor pool deck offering small-batch tequilas and sunset views.

Position Overview

The Assistant Overnight Manager is responsible for overseeing the operations of the hotel during the overnight shift, ensuring all guest service, front desk, and operational functions are executed to the highest standards. You will manage a small team of overnight staff, including front desk agents and security, to ensure guest satisfaction, safety, and smooth hotel operations. The Assistant Overnight Manager also ensures that the hotel runs efficiently and securely while handling any challenges that may arise during the night. You will be responsible for managing guest requests, resolving issues, and providing leadership while maintaining operational excellence.

Essential Job Duties & Responsibilities

Nighttime Hotel Operations & Supervision

• Oversee all hotel operations during the night shift, ensuring that Front Desk, Concierge, Security, Housekeeping, and other departments operate smoothly
• Supervise and support the overnight Front Desk team, ensuring they provide professional, friendly, and efficient service to all guest
• Monitor guest arrivals and departures, ensuring proper check-in/check-out procedures are followe
• Handle any issues or concerns raised by guests during the night, responding in a calm and professional manner to ensure a satisfactory resolution

Guest Service & Problem Resolution

• Ensure that all guest inquiries, requests, and issues are addressed promptly and professionally, maintaining high levels of guest satisfaction
• Resolve guest complaints or issues that may arise during the night, including billing inquiries, room changes, or special requests
• Ensure guests' comfort and safety by anticipating needs and addressing concerns as they arise
• Handle FOP and special guest needs with personalized service, ensuring their expectations are exceeded

Team Leadership & Development

• Lead and supervise the overnight Front Desk agents, providing direction, guidance, and support to ensure the team is operating effectively
• Monitor employee performance and provide constructive feedback, including conducting performance reviews and addressing performance concerns
• Provide training and support to new or junior team members to ensure they understand hotel procedures and service expectations
• Foster a positive and motivated work environment, promoting teamwork, professionalism, and exceptional service delivery

Security & Safety

• Ensure the safety and security of all guests, staff, and hotel property during the night shift
• Conduct regular rounds of the hotel to monitor security, including guest rooms, public areas, and employee-only zones
• Respond to emergencies, including fire alarms, medical emergencies, and security incidents, following the hotel's emergency procedures
• Work closely with the security team to monitor any security issues, maintaining a high level of awareness and proactive management

Operational Management & Reporting

• Oversee nightly audits, including reviewing room occupancy, guest billing, and financial reports for accuracy
• Ensure all reports are properly completed and submitted, including cash handling, credit card transactions, and daily revenue reports
• Prepare and distribute shift handover reports, detailing any important guest interactions, issues, or events that occurred during the shift
• Assist with administrative tasks, such as maintaining room inventory, checking in reservations, and updating guest information in the Property Management System (PMS)

Guest Safety & Wellbeing

• Ensure that all guests are aware of hotel safety protocols, including emergency exits, fire procedures, and other safety guidelines
• Assist with any medical emergencies, coordinating with local authorities or medical personnel as needed
• Be proactive in monitoring guest behavior and intervene when necessary to ensure guest and staff safety

Financial Oversight

• Review and verify night shift revenues, ensuring accuracy in room rates, charges, and additional guest services such as in-room dining or incidentals
• Handle cash drops, deposits, and credit card transactions in a secure and accurate manner, ensuring compliance with the hotel's financial procedures

Education and/or Experience

• High school diploma or equivalent required; degree in Hospitality Management, Business Administration, or a related field is preferred
• At least 2–3 years of experience in hotel operations, with previous Front Desk or supervisory experience preferred
• Strong understanding of hotel operations, including guest services, front desk functions, and security protocols
• Experience with Property Management Systems (PMS), cash handling, and guest billing procedures

Skills/Specialized Knowledge

• Strong communication skills, both written and verbal
• Exceptional interpersonal skills with the ability to remain calm and professional under pressure
• Ability to multitask and prioritize effectively in a fast-paced environment
• Strong attention to detail and organizational skills
• Knowledge of hotel reservation systems, billing procedures, and guest service standards

Physical Demands

• Ability to sit or stand for extended periods of time
• Ability to occasionally lift or move up to 25 pounds
• Frequent use of hands, fingers, and wrists for typing, handling check-in materials, and operating the phone or computer systems
• Frequent walking throughout the hotel to monitor security and assist guests

Company Overview

Proper Hospitality is a diverse team of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: there is a right way to do things, and anything less just isn't proper. We are seeking the best of the best—both within and outside the industry—to join us in building a new kind of lifestyle hospitality company, inspired by a centuries-old tradition. Our work is challenging and fast-paced, but above all, it is rewarding.

We bring our vision to life —to inspire and transport people —by seeking like-minded candidates who embody our ethos, The Pillars of Proper:

• Care Proper: We are natural and gracious hosts to all.
• Achieve Proper: We are committed to excellence.
• Imagine Proper: We are resourceful.
• Present Proper: We have an appreciation for style and culture.

Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category.

We also consider qualified applicants with criminal histories in accordance with local Fair Chance Hiring Ordinances.