Night Duty Manager - Front Office

Hyatt Corporation; City of Westminster; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

50% dining discount at Hyatt hotels

Career development opportunities

Job summary

Hyatt Regency London - The Churchill is seeking a confident hospitality professional to lead overnight Front Office operations and support the night audit process. You will ensure exceptional guest service, manage arrivals and departures, and resolve issues with poise, while coaching Night Hosts to uphold service standards.

In this leadership role, collaboration with Housekeeping, Reservations and F&B teams is essential to deliver a seamless overnight experience and drive guest satisfaction

Qualifications

• Experience leading Front Office teams in hospitality.
• Strong communication and guest-service orientation.
• Ability to resolve guest concerns effectively.

Responsibilities

• Oversee overnight Front Office operations and guest service.
• Manage night audit processes and reporting deadlines.
• Coordinate guest arrivals, departures, and requests.
• Handle guest concerns with professional resolutions.
• Coach and develop Night Hosts to maintain standards.
• Monitor security, safety, and emergency procedures at night.
• Collaborate with Housekeeping, Reservations and F&B teams.
• Support Front Office leadership in achieving goals.

Skills

Leadership

Supervisory experience

Guest service

Communication

Problem solving

Calm under pressure

Job description

Job Responsibilities

• · Lead and support the Front Office operation during the overnight shift, ensuring exceptional guest service at all times.
• · Oversee the night audit process, ensuring all financial and operational reports are completed accurately and on time.
• · Manage guest arrivals, departures, and requests efficiently, creating a seamless overnight experience.
• · Handle guest concerns and complaints professionally, taking ownership to achieve positive resolutions.
• · Supervise, coach, and develop Night Hosts, ensuring service standards are consistently maintained.
• · Monitor hotel security, safety, and emergency procedures, acting as the senior point of contact during the night.
• · Work closely with Housekeeping, Reservations, and Food & Beverage teams to ensure effective communication and smooth operations.
• · Support the Front Office leadership team in driving guest satisfaction, operational excellence, and departmental objectives.

We are looking for a confident and customer-focused hospitality professional who thrives in a leadership role. Previous experience within Front Office operations is essential, with supervisory or management experience being highly advantageous. The successful candidate will have excellent communication and problem-solving skills, a strong attention to detail, and the ability to remain calm under pressure while delivering outstanding guest experiences. Experience working within a hotel environment and knowledge of night audit procedures would be highly beneficial. A flexible approach and commitment to providing exceptional service are key to success in this role.

Benefits

• 50% discount on food and beverages when you dine as a guest at selected Hyatt Hotels
• Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide

Company Culture

At Hyatt, our purpose is to care for people so they can be their best. Guided by our values of Empathy, Integrity, Respect, Inclusion, Experimentation and Wellbeing, we create an environment where colleagues feel supported and empowered to grow.

With more than 1,450 hotels and all-inclusive resorts across over 80 countries, Hyatt offers opportunities to build your career within a global hospitality company featured in Fortune's 100 Best Companies to Work For.

At Hyatt, we open doors and turn jobs into careers. Here, individuality is celebrated, people are supported to thrive, and everyone is empowered to make a meaningful impact.

Salary

Salary: Competitive Service Charge

About Hyatt Regency London - The Churchill

Hyatt Regency London - The Churchill is located in the prestigious Marylebone area of London's West End, overlooking the gardens of Portman Square and just moments from Oxford Street and Hyde Park. Inspired by the legacy of Sir Winston Churchill, the hotel reflects a sense of British heritage and timeless style.

The hotel features 440 elegant guestrooms including 50 suites, along with 11 versatile meeting and event spaces hosting a wide range of corporate events and social occasions. Dining experiences include seasonal British dishes and Afternoon Tea at The Montagu Kitchen and cocktails at the stylish Churchill Bar & Terrace.

Colleagues work in a vibrant hospitality environment welcoming both international business travellers and leisure guests to one of London's most sought after neighbourhoods.