Night Manager

TFE Hotels Group; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Career growth

Learning pathways

Discounts across hotels

Wellbeing resources

Flexible leave

Job summary

Quincy Hotel Melbourne, part of the TFE Hotels family, is seeking a proactive Night Manager to lead the Front Office team and ensure exceptional guest experiences from a central Melbourne location.

You will oversee overnight operations, coach staff, handle guest inquiries and maintain high standards of service in a vibrant boutique setting at Quincy Hotel Melbourne.

Qualifications

• Experience leading Front Office, Reception or hotel operations.
• Ability to coach and develop teams.
• Demonstrated guest service leadership.
• RSA certification and hospitality qualification where required.

Responsibilities

• Lead Front Office and deliver exceptional guest experiences and operational excellence.
• Provide coaching and day-to-day support to Front Office team members.
• Resolve complex guest enquiries and service recovery situations.
• Oversee overnight operations and safety of guests and staff.
• Monitor operations to ensure service standards and procedures.
• Build relationships across hotel departments for seamless operations.

Skills

Guest service

Leadership

Communication

Problem solving

Coaching

Team collaboration

Education

Diploma or Degree in Hospitality Management

RSA certification

Tools

Hotel management software

Job description

Night Manager - Quincy Hotel Melbourne

About TFE Hotels

At TFE Hotels, we're proud to be one of Australia's leading global hospitality groups. With 80+ hotels, 12+ brands and operations across 11+ countries, we combine local spirit with international opportunity. We're passionate about people and the experiences we create together, where individuality is celebrated and collaboration comes naturally. Here, you'll be supported to grow, learn and make a real impact with the tools, development and benefits to help you thrive.

The Property

Quincy Hotel Melbourne brings the vibrant energy of Southeast Asia to the heart of the city, delivering a bold and playful boutique experience on iconic Flinders Lane. Positioned in Melbourne’s CBD, you’re just moments from world-class dining, shopping, entertainment, and cultural attractions, making it the perfect base to explore the city your way.

The hotel features 241 thoughtfully designed rooms, each infused with contemporary style and Southeast Asian influences, offering comfort, colour, and a sense of personality throughout your stay.

About the Role

We are currently recruiting a welcoming and passionate hospitality professional to join our Reception team as a Night Manager at Quincy Hotel Melbourne.

You'll lead the Front Office function to deliver exceptional guest experiences while supporting strong people and operational performance.

Through visible leadership, calm decision-making and practical coaching, you'll help the team resolve concerns, adapt to changing operational needs and maintain high standards of service.

Key Responsibilities

• Lead the Front Office team to deliver exceptional guest experiences and operational excellence.
• Provide coaching, guidance and day-to-day support to Front Office team members.
• Resolve complex guest enquiries, complaints and service recovery situations professionally.
• Monitor Front Office operations to ensure service standards and operational procedures are consistently achieved.
• Build collaborative relationships across hotel departments to ensure seamless operations.
• Support workforce planning, rostering and team capability development.
• Maintain compliance with company policies, financial procedures, security requirements and workplace legislation.
• Coach team members in active listening, service recovery and personalised guest engagement.
• Use guest feedback and operational information to identify service patterns and improvement opportunities.
• Support the team through changing occupancy, guest and operational requirements.
• Lead overnight hotel operations and ensure the safety and security of guests, team members and the property.
• Oversee completion of overnight financial reconciliation, audit processes and operational reporting.
• Manage emergency situations and act as the senior operational leader outside standard business hours.

Skills & Experience

• Passion for delivering exceptional guest experiences and customer service.
• Excellent verbal and written communication skills.
• Professional presentation and interpersonal skills.
• Ability to remain calm, organised and solution-focused in a fast-paced environment.
• Confidence using hotel systems and handling guest information responsibly.
• Ability to collaborate across departments and share information effectively.
• Strong attention to detail and organisational skills.
• Ability to build positive relationships with guests, colleagues and stakeholders.
• Demonstrated leadership experience within Front Office, Reception or hotel operations.
• Proven ability to coach, develop and motivate high-performing teams.
• Strong guest recovery and conflict resolution skills.
• Ability to manage operational priorities while delivering exceptional guest experiences.
• Experience analysing operational performance and implementing service improvements.
• Ability to coach service behaviours and provide constructive feedback.
• Confidence managing sensitive guest concerns and complex operational situations.

Qualifications, Certifications & Licences

• Relevant qualification in Hospitality, Tourism or Business is advantageous.
• Current Responsible Service of Alcohol (RSA) certification (where required).
• Diploma or Degree in Hospitality Management, Hotel Management, Tourism or Business (preferred).
• Leadership or management development qualifications are advantageous.

The Benefits

At TFE Hotels, we believe work should feel good for our guests and for our people. This is a place where you can be yourself, feel supported and build a career that grows as you do.

• Career Growth & Accredited Learning: We are the first employer in ANZ to offer accredited learning pathways, our Learn, Earn & Grow approach can support further education and university opportunities while you work.
• Hotel & Dining Discounts: Enjoy exclusive accommodation and dining discounts across our hotels and brands.
• Global Opportunities: With 80+ hotels, 12+ brands and operations across 11+ countries, access exciting career opportunities, travel experiences and opportunities across our global network.
• Everyday Savings: Unlock discounts on groceries, shopping, entertainment, travel and everyday essentials to help your money go further.
• Wellbeing Support: Access wellbeing resources, Employee Assistance Program (EAP) services and support designed to help you thrive at work and beyond.
• Flexibility & Leave: Take the time you need to recharge, celebrate life's important moments and focus on what matters most, with Birthday Leave, Parental Leave, Purchased Leave and Life Leave, designed to support you at every stage of life.
• Strong Culture: Be heard in a flat, collaborative culture where individuality is celebrated, ideas are welcomed and people achieve more together.