Night Operations Lead - Guest Experience & Safety

Delta Hotels by Marriott Waltham Abbey; Epping Forest; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Free Meals on Duty

Uniform Provided

Explore Discounts

Pension Scheme

Employee Assistance Programme

Career Development

Training and Development

Job summary

Delta Hotels by Marriott Waltham Abbey is seeking a dedicated Night Manager to lead the night team and oversee front desk operations during the overnight shift, ensuring policy adherence and guest safety.

You'll monitor night audit, resolve incidents, manage check-ins/outs, handle overbookings, maintain security, drive guest satisfaction, and support with rosta planning, payroll, and inter-department collaboration. The role offers development opportunities within Marriott's global network.

Responsibilities

• Managing the day to day front desk operation overnight, ensuring procedures are adhered to and policies are followed
• Ensuring that night audit procedures are completed and any discrepancies rectified
• Process any check-in and check-outs, arrange alternative accommodation for guests should an overbooking situation arise
• Ensure the security of the hotel and guests through regular documented patrols throughout the night
• Deliver memorable guest experiences which support in driving Intent to Recommend scores
• Monitor and analyze guest satisfaction survey results to ensure these continually improve
• Report any maintenance issues or safety concerns
• Ensure all guest complaints are resolved in a timely manner and logged correctly
• Anticipate guest needs to deliver an above and beyond experience
• Support with departmental rota's, ordering and payroll as and when required
• Be fully conversant with all statutory fire, legal, bomb, health and safety procedures and to take control in the event of an emergency
• Assist other department, wherever necessary and maintain good working relationships within the whole hotel
• Train and develop night team members
• Comply with hotel security, fire regulations and all health and safety legislation
• Note: This above description is not intended to establish a total definition of the job, but an outline of the duties

Job description

Delta Hotels by Marriott Waltham Abbey is seeking a dedicated Night Manager to lead the night team and oversee front desk operations during the overnight shift, ensuring policy adherence and guest safety.

You'll monitor night audit, resolve incidents, manage check-ins/outs, handle overbookings, maintain security, drive guest satisfaction, and support with rosta planning, payroll, and inter-department collaboration. The role offers development opportunities within Marriott's global network.