Overnight Front Office Manager:
The Overnight Manager is responsible for overseeing all hotel operations during the overnight shift while ensuring exceptional guest service, maintaining security, and completing all nightly accounting and audit functions. This role serves as the Manager on Duty, leading the overnight team, resolving guest concerns, supporting emergency response procedures, and ensuring the hotel's financial records are accurate before the start of each business day. The ideal candidate is a hands-on hospitality leader with strong night audit, accounting, and cash-handling experience who thrives in a fast-paced union hotel environment. Prior experience working in a unionized property and a solid understanding of collective bargaining agreements, labor practices, and scheduling within a union workforce are highly preferred.
Essential Responsibilities
- Serve as the Manager on Duty during overnight hours, overseeing all hotel operations and ensuring a safe, secure, and exceptional guest experience.
- Complete the nightly audit process accurately and on schedule, including balancing room revenue, taxes, payment transactions, city ledger accounts, house accounts, cash deposits, and credit card reconciliations.
- Review and verify room rates, billing adjustments, refunds, complimentary stays, rebates, and other financial transactions to ensure accuracy and compliance with Hyatt accounting policies.
- Generate, reconcile, and distribute daily financial, operational, and management reports, investigating and resolving any discrepancies before the start of the next business day.
- Monitor and verify all system interfaces, including PMS, POS, and other operational systems, ensuring all overnight processing is completed successfully.
- Handle guest concerns, service recovery situations, and escalated issues with professionalism.
- Conduct routine property inspections to ensure cleanliness, safety, security, and compliance with Hyatt brand standards.
- Respond to emergencies, safety incidents, and security matters in accordance with hotel policies and emergency procedures.
- Coordinate overnight communication with Engineering, Security, Housekeeping, and other departments to resolve operational issues efficiently.
- Prepare comprehensive shift reports and pass-on notes to ensure a seamless transition to the morning leadership team.
- Ensure compliance with Hyatt policies, cash-handling procedures, internal controls, labor regulations, and all applicable union contract provisions.
- Assist with training, coaching, and developing overnight colleagues while fostering a positive, accountable, and team-oriented work environment.
- Perform additional duties as assigned to support the operational and financial success of the hotel.