Night Manager - Front Office

Hyatt; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hotel group is seeking a Front Office Supervisor to ensure smooth night operations and maintain high guest satisfaction standards. The role includes managing inventory, handling guest interactions, training staff, and adhering to Hyatt's operational standards in a fast-paced environment.

Qualifications

• Experience with Opera system is crucial.
• Preferably have front office supervisory or team leader experience in luxury hospitality.
• Ability to work flexible hours.

Responsibilities

• Manage hotel inventory, ensuring all rooms are charged correctly.
• Conduct daily pre-shift briefings and ensure guest satisfaction.
• Handle guest check-ins/outs and complaints per Hyatt policies.

Skills

Communication

Customer Relationship Management

Leadership

Problem Solving

Multitasking

Education

Front Office Supervisory Experience

Tools

Opera System

Job description

Operational

Main Duties and Responsibilities:

• Block the morning arrivals and communicate them to Room Service for the amenities.
• Check today’s pick-up and canceled reservations for HWEB bookings, charge accordingly, update PMS, and refund the guests' credit cards.
• Review reports before rollover to ensure all room rates are correctly charged: Complimentary report, Fixed rate report, Upgrade report, Rate variance report, Night Manager check report, in-house PM folios, and package report for the Kitchen outlet.
• Ensure all rooms are charged correctly for single and double occupancy.
• Print and forward Credit Card batch reports to Accounts.
• Check out and check in all POS folios before rollover.
• Remove amenities from No-Show rooms before rollover.
• Double-check remaining arrivals before rollover and charge No-Shows as per hotel procedures.
• Perform the rollover in the PMS.
• Create and distribute reports after rollover: Exco reports, Night Clerk report, and other departmental reports as required.
• Conduct daily pre-shift briefings on occupancy, arrivals, departures, functions/events, and special attention areas.
• Strive to maintain maximum guest satisfaction.
• Assist the Front Office Manager in maximizing room sales and yield.
• Manage hotel inventory by opening and closing it as necessary and controlling overbooking levels during the night.
• Handle guest reservations and VIP amenity orders.
• Ensure punctual and courteous wake-up calls.
• Display in-house VIP names on the operator room board.
• Report emergencies (fire, bomb threats, etc.) to Executive Management.
• Inspect main entrance, lobby, guest elevators, restaurants, and guest floors; report findings in the logbook.
• Follow up on the working condition of public areas, guest elevators, and floors.
• Coordinate with Bell Desk for lobby signboard updates.
• Assist other departments as needed to ensure smooth night operations.
• Adhere strictly to operating expenses and control costs.
• Support the Front Manager in managing the department according to the concept statement, providing courteous, professional, efficient, and flexible service following Hyatt Abu Dhabi standards.
• Possess full knowledge and ability to supervise, correct, and demonstrate all duties at the work site.
• Delegate responsibilities to subordinates, implement multitasking, and periodically review performance.
• Implement flexible scheduling based on business needs.
• Maintain appropriate stocks for equipment and supplies, ensuring department readiness.
• Control requisitioning, storage, and use of operating equipment and supplies.
• Coordinate with housekeeping and related departments for daily operations.
• Understand all room-related services thoroughly.
• Handle guest inquiries courteously and efficiently; report complaints or problems for follow-up.
• Build rapport with guests to maintain good customer relationships.
• Ensure strict adherence to cashiering procedures.
• Answer telephone calls per policies, maintaining etiquette.
• Maintain a clean, orderly, and professional working environment with minimal noise.
• Train staff on call handling and message procedures.
• Ensure staff are trained and compliant with hotel emergency policies.
• Deliver luggage and faxes within 10 minutes of arrival and follow up.
• Act as communication liaison between departments.
• Ensure all arrival rooms are blocked and prepared.
• Handle guest check-ins and check-outs according to Hyatt policies.
• Address guest complaints per hotel policy and inform the Front Office Manager of issues.
• Perform spot-checks on registration cards and validate room rates before rollover.
• Maintain a strong desire to satisfy guest needs in a fast-paced environment.
• Communicate effectively in verbal and written form.
• Preferably have front office supervisory or team leader experience in luxury hospitality.
• Experience with Opera system is required.
• Ability to work flexible hours.
• German language skills are advantageous.