Hotel Night Duty Manager - Guest Experience

Nights / Porterage - HBH Birmingham; Park Central; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Discounted room rates

50% Discount on food & drink while on‑

Learning & Development platform

Team Member Rates

Job summary

Hilton Birmingham is seeking a Nights Supervisor/Duty Manager to lead the overnight team, uphold service standards, handle guest enquiries, oversee night audits, and ensure security.

The role requires previous hotel reception or guest-facing experience, strong communication, attention to detail, problem-solving, and a team spirit to keep operations smooth through the night. On-site role with benefits including room discounts and development opportunities.

Qualifications

• Previous experience in a hotel reception or guest-facing role.
• Knowledge of hotel reception procedures, reservations and guest services.

Responsibilities

• Lead the night shift, ensuring the smooth and efficient operation of the hotel overnight and maintaining Hilton service standards.
• Supervise the night team, ensuring all duties are completed to the required standard and providing support and guidance where needed whilst being a Duty Manager
• Handle guest enquiries, requests and complaints professionally, resolving issues promptly to ensure guest satisfaction.
• Oversee night audit procedures, including checking daily transactions, reconciling accounts and ensuring accurate financial reporting.
• Ensure all charges, payments, billing and no-show bookings are processed accurately in line with hotel procedures.
• Complete and review night checklists, ensuring all operational tasks are carried out and any outstanding issues are communicated to the relevant departments.
• Maintain clear and effective handovers to the early shift, ensuring important information and outstanding tasks are communicated accurately.
• Monitor hotel security throughout the night, following all emergency, fire safety and health and safety procedures.
• Maintain the cleanliness and organisation of reception, bar, kitchen and back-of-house areas throughout the shift.
• Ensure hotel standards, brand procedures and company policies are consistently followed, taking responsibility for addressing any issues that arise overnight.
• Go the extra mile to deliver exceptional guest experiences, creating a welcoming and secure environment for every guest, even during the night.

Skills

Guest service excellence

Communication skills

Job description

Hilton Birmingham is seeking a Nights Supervisor/Duty Manager to lead the overnight team, uphold service standards, handle guest enquiries, oversee night audits, and ensure security.

The role requires previous hotel reception or guest-facing experience, strong communication, attention to detail, problem-solving, and a team spirit to keep operations smooth through the night. On-site role with benefits including room discounts and development opportunities.