Night Front Office Supervisor

Allscreens Nationwide Ltd; Greater London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Discounted room rates

Birthday leave

Course Sponsorship

Refer a Friend

Flexible working

Free meals on duty

Job summary

Hyatt Place London City East in East London is seeking a Night Supervisor to oversee the overnight operation, ensuring exceptional guest service while maintaining safety and efficiency.

Reporting to the Night Manager and Front Office Manager, you will lead the Night Team, supervise Night Auditors and Receptionists, handle guest requests, and ensure a smooth handover to the day team. This role suits experienced Front Office or Night Audit professionals seeking growth in hospitality leadership.

Qualifications

• Experience in Front Office, Night Audit, or Supervisory roles.
• Strong leadership, communication and interpersonal skills.
• Ability to manage overnight operations, safety, and guest requests.
• Experience with cash handling and hotel reporting systems.
• Knowledge of Opera Cloud or similar PMS is advantageous.

Responsibilities

• Oversee overnight hotel operations and ensure safety and service standards.
• Lead the Night Team and supervise Night Auditors and Receptionists.
• Drive nightly procedures and ensure readiness for the day ahead.
• Deliver outstanding guest experiences and resolve issues.
• Coordinate handovers between day and night teams.
• Support revenue opportunities through upselling and room inventory management.
• Respond to emergencies and maintain brand standards.

Skills

Front Office

Night Audit

Guest Services

Supervisory

Leadership

Communication

Interpersonal Abilities

Cash Handling

Night Audit Procedures

Hotel Reporting Systems

Tools

Opera Cloud

Job description

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

Located in the heart of East London, Hyatt Place London City East is a contemporary lifestyle hotel featuring 280 stylish guest rooms and suites, modern meeting and event facilities, and one of the capital's most exciting rooftop destinations, PocketSquare Skyline Bar & Terrace.

Perfectly positioned between the City of London, Shoreditch, and Brick Lane, the hotel attracts a diverse mix of business and leisure travellers from across the globe. As part of the world-renowned Hyatt brand and managed by RBH Hospitality Management, we are committed to delivering exceptional guest experiences whilst creating an environment where our people can thrive and grow.

THE ROLE

As Night Supervisor, you will be responsible for overseeing the overnight operation of the hotel, ensuring guests receive exceptional service while maintaining the highest standards of safety, security, and operational efficiency throughout the night.

Reporting to the Night Manager and Front Office Manager, you will play a key role in ensuring the hotel operates safely, efficiently and seamlessly throughout the night. Acting as the senior operational presence during overnight hours, you will lead the Night Team, support guests with any requirements, oversee nightly procedures, and ensure the hotel is fully prepared for the day ahead.

You will lead by example, delivering outstanding guest experiences, supporting colleague development, and maintaining operational excellence across all areas of the hotel during the overnight shift.

This is an excellent opportunity for an experienced Front Office Supervisor, Night Auditor, or Guest Services professional looking to develop their leadership skills and progress within the hospitality industry.

A DAY IN THE LIFE OF A GUEST SERVICE MANAGER

Delivering Exceptional Guest Experiences

• Provide professional and friendly service to guests throughout the night.
• Ensure overnight arrivals, departures, and guest requests are handled efficiently and in line with brand standards.
• Act as the primary point of contact for guest enquiries, concerns, and emergency situations during the overnight shift.
• Resolve guest complaints and service recovery situations effectively, ensuring a positive outcome wherever possible.
• Ensure VIP, long-stay, and returning guests receive appropriate recognition and personalised service.
• Conduct regular lobby and public area checks to ensure standards are maintained throughout the night.

Leading and Supporting the Night Team

• Lead by example, creating a positive and professional working environment.
• Supervise and support Night Auditors, Receptionists, and overnight colleagues to ensure service excellence.
• Provide guidance and coaching to team members, supporting their development and performance.
• Ensure clear communication and effective handovers between day and night operations.
• Promote teamwork and collaboration across all hotel departments.

Driving Operational Excellence

• Complete nightly audit procedures accurately and within required timelines.
• Ensure all Front Office systems, reports, and financial reconciliations are completed correctly.
• Review room availability, arrivals, departures, and guest requests to ensure operational readiness for the following day.
• Monitor overnight occupancy and assist with room allocation requirements where necessary.
• Prepare departmental reports and ensure all relevant information is communicated to the Management team.
• Support revenue opportunities through upselling and effective room inventory management.

Safety, Security & Compliance

• Maintain responsibility for the safety and security of guests, colleagues, and hotel assets during overnight operations.
• Respond appropriately to emergencies, incidents, and safeguarding concerns in accordance with company procedures.
• Ensure compliance with all hotel policies, health and safety requirements, and security standards.
• Report and document incidents accurately and communicate key information to management.
• Support compliance with Hyatt and RBH brand standards at all times.

THE IMPACT YOU'LL HAVE

You will play a vital role in ensuring the hotel operates safely, efficiently, and successfully throughout the night. Your leadership, attention to detail, and ability to remain calm under pressure will help deliver exceptional guest experiences around the clock.

By maintaining operational excellence, supporting your colleagues, and creating a welcoming environment for guests, you will contribute directly to the hotel's reputation and overall success, ensuring Hyatt Place London City East continues to exceed guest expectations day and night.

WHAT WE NEED FROM YOU

To succeed in the role of Night Supervisor, you will bring:

• Previous experience within a Front Office, Night Audit, Guest Services, or Supervisory role.
• Strong leadership and team coordination skills.
• Excellent communication and interpersonal abilities.
• Confidence in handling guest concerns and resolving issues independently.
• Strong organisational skills and exceptional attention to detail.
• Experience with cash handling, night audit procedures, and hotel reporting systems.
• The ability to make informed decisions and remain calm under pressure.
• Good knowledge of hotel operations, health & safety, and security procedures.
• Flexibility to work overnight shifts, including weekends and holidays.
• Knowledge of Opera Cloud or similar hotel management systems would be advantageous.

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact.