Night Manager, Full-Time

Fairmont Hotels & Resorts; Vancouver; On-site; CAD 70,000 - 72,000; Full time

Job summary

Fairmont Waterfront in Vancouver is seeking an Overnight Front Desk Supervisor to lead the overnight team, conduct night audits, and optimize revenue while delivering exceptional guest service. You will supervise late check-ins/check-outs, ensure policy compliance, and mentor staff in a fast-paced, luxury-hospitality setting.

The role requires at least 2 years of Front Office leadership, strong communication skills, and familiarity with Opera Cloud PMS.

Qualifications

• Minimum 2 years of front office leadership experience; a hospitality degree/diploma is an asset.
• Strong guest service focus with excellent written and verbal communication, leadership and interpersonal skills.
• Highly organized, results-oriented, adaptable; able to manage multiple tasks and guest requests.
• Knowledge of Opera Cloud PMS and First Aid certification (or willingness to obtain) preferred.
• Proficient in Windows environment (Word, Excel, PowerPoint) and overnight shift availability.

Responsibilities

• Provide friendly, proactive service to all guests and address concerns.
• Supervise overnight operations, conduct night audits and balance revenue.
• Maximize room revenue through inventory control and yield meetings.
• Lead and mentor overnight team, monitor performance and development.
• Ensure health, safety, and emergency protocols adherence.
• Oversee check-in/check-out, manage late arrivals/early departures.
• Address guest concerns promptly and escalate as needed.
• Use guest feedback to improve service and resolve issues.
• Communicate operational needs via daily briefings, emails, meetings.
• Review schedules, manage staffing, maintain areas.
• Maintain par levels for supplies and complete requisitions.
• Perform night audits and related front desk accounting.
• Monitor policies on rebates, billing instructions, discounts.
• Ensure cashiering aligns with accounting standards; manage cash.
• Review no-shows and ensure accurate billing.
• Assist Accounting in disputed charges and guest clarification.
• Support staff resolving payment issues.
• Anticipate sold-out situations and manage walked guests.
• Perform other duties as assigned.

Skills

Front Office Leadership

Guest Service

Communication

Team Training

Opera Cloud PMS

Education

Hospitality Management Degree

Tools

Opera Cloud PMS

Job description

Company Description

Fairmont Waterfront redefines hospitality with Pure Coastal Luxury. Our award-winning hotel, nestled on Vancouver's stunning waterfront, is consistently celebrated by top publications like Conde Naste Traveler and recognized as a Great Place to Work® Canada for a second consecutive year. We are Industry leaders in sustainability & embody our commitment to our community, featuring Vancouver's first green roof & rooftop apiary.

Our Culture is strongly rooted in diversity, inclusion, professional growth and development - over 60% of promotions are from within. We are committed to empowering ambitious individuals to thrive. If you're a visionary who shares our values and passion for excellence, join us to help shape the future of luxury hospitality.

Why work at Fairmont Waterfront?

• Sustainability and community commitment - recognized with 5 Green Leaves Certification rating from Green Key Global since 2011
• Empowering Women in Leadership - More than 50% of leadership team including Executive Level, are women
• Celebrating Diversity - our team represents over 60+ countries, fostering an inclusive and global community
• Strong Culture of Belonging for the 2SLGBTQIA+ community providing year-round support, including gender inclusive change rooms
• Generous perks - Enjoy discounted rates at over 5,800 Accor hotels worldwide through our Colleague Travel Discount Program* food & beverage discounts, transit reimbursement program for Trans Link monthly passes, subsidized meal during your shift through our colleague dining program
• Comprehensive Benefits - through our Benefit Plan* including medical, dental and vision coverage, Pension Plan, and more!
• Dining Discounts - Get 50% off at our dining establishments in Vancouver, Victoria and Whistler through our Food & Beverage Discount Program
• Opportunities to grow at Fairmont Waterfront and across the world at over 5,800 properties with Accor Group
• Exclusive Experiences - One free stay through our Be Our Guest Program
• Competitive annual salary commensurate with experience. Salary range $70,000 - $72,000
• full-time and part-time permanent status colleagues.

Job Description

• Provide friendly and proactive service to all guests, addressing concerns and maintaining positive relationships.
• Supervise overnight operations, including conducting night audits, balancing hotel revenue from rooms and food & beverage, and ensuring accurate billing.
• Maximize room revenue by managing inventory, participating in yield meetings, and implementing Revenue Management strategies.
• Lead, mentor, and support the overnight team, ensuring effective communication, performance monitoring, and staff development.
• Ensure compliance with health, safety, and emergency protocols, serving as part of the Emergency Response Team.
• Oversee the check-in and check-out process, particularly managing late arrivals and early departures.
• Address guest concerns promptly and elevate issues to the appropriate teams to ensure a memorable experience.
• Continuously seek and use guest feedback to improve service and resolve issues effectively.
• Communicate operational needs and relevant information to the necessary teams through daily briefings, emails, and meetings.
• Review work schedules, manage staffing levels, and ensure all areas are properly maintained.
• Establish appropriate par levels for supplies and equipment, and complete requisitions to replenish shortages or order additional items as needed.
• Perform night audits and related accounting procedures, managing front desk operations and supervising the hotel staff during the overnight shift.
• Monitor front desk activities to ensure compliance with hotel policies regarding rebates, billing instructions, and discounted rates.
• Ensure cashiering procedures align with accounting policies and standards, including managing shortages/overages, late charges, petty cash, adjustments, and payment processing.
• Review the previous night's no-shows and ensure accurate billing for such occurrences.
• Assist the Accounting department in investigating disputed charges and contact guests as needed to clarify issues related to front desk procedures.
• Support staff in resolving payment-related issues efficiently.
• Anticipate sold-out situations, monitor overbooked rooms, and manage the handling of 'walked' guests.
• Perform other work-related duties as assigned.

Qualifications

• Minimum of 2 years of proven Front Office leadership experience; degree or diploma in Hospitality Management is an asset.
• Strong passion for delivering exceptional guest service with excellent written and verbal communication, leadership, and interpersonal skills.
• Highly organized, results-oriented, and adaptable, with the ability to work well under pressure and manage multiple tasks and guest requests.
• Knowledge of Opera Cloud PMS System and certification in First Aid (or willingness to obtain) is preferred.
• Strong background in guest service and team training, with the ability to work independently and prioritize responsibilities effectively.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Availability to work overnight shifts on a rotating schedule.

Additional Information

Canadian work authorization.

Our commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

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