Night Front Office Leader – Guest Experience

Fairmont; Greater London; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Pension

Life assurance

Discounts at hotels

Job summary

The Savoy seeks a Night Manager to guard the hotel overnight, ensuring guest safety and exceptional service throughout the night. You will lead the night shift, coordinate with departments, and prepare for the following day with detailed reporting.

With 3–5 years in luxury hospitality, you will train the team, enforce safety protocols, resolve guest concerns promptly, and work closely with the Front Office Manager to maintain SOPs and Upsell opportunities while maintaining rigorous records.

Qualifications

• 3–5 years’ experience in the luxury hospitality industry.
• Degree or diploma in hospitality management.
• Knowledge of Opera.

Responsibilities

• Coordinate and supervise all night shift operations, ensuring seamless communication and collaboration among departments.
• Act as the primary point of contact for guests during the night, addressing any concerns, resolving issues, and providing exceptional customer service.
• Implement and enforce security measures to ensure the safety and well-being of guests, employees, and the property.
• Conduct regular inspections of the hotel premises to identify and mitigate potential safety hazards or maintenance issues.
• Collaborate with the Front Office Manager to develop and implement effective training programs for night shift employees, focusing on service excellence, emergency procedures, and crisis management.
• Monitor and maintain accurate records of incidents, complaints, and any other relevant information during the night shift, ensuring proper documentation and follow-up actions.
• Maximize revenue opportunities by identifying upselling and cross-selling opportunities to enhance the guest experience.
• Foster a positive and supportive work environment, motivating and empowering the night shift team to deliver exceptional service.
• Stay updated with industry trends, best practices, and emerging technologies relevant to night operations and guest experience, implementing innovative ideas and improvements.
• Collaborate with the Reservations and Revenue departments to optimise room availability, rates, and occupancy during the night shift.
• Act as a liaison between different departments, fostering effective communication and problem-solving to ensure a smooth operation during the night.
• Respond promptly and effectively to emergencies, coordinating emergency response efforts and ensuring appropriate actions are taken.
• Continuously review and improve operational processes and procedures to enhance efficiency, productivity, and guest satisfaction.
• Demonstrate a proactive approach to guest service by anticipating guest needs, resolving issues before they escalatet, and creating memorable experiences.

Skills

Customer service

Organised

Leadership

Strategic thinking

Team engagement

Change management

Emotional intelligence

Decision making

Resilience

Communication

Education

Degree in hospitality management

Tools

Opera

Job description

The Savoy seeks a Night Manager to guard the hotel overnight, ensuring guest safety and exceptional service throughout the night. You will lead the night shift, coordinate with departments, and prepare for the following day with detailed reporting.

With 3–5 years in luxury hospitality, you will train the team, enforce safety protocols, resolve guest concerns promptly, and work closely with the Front Office Manager to maintain SOPs and Upsell opportunities while maintaining rigorous records.