Night Operations Manager - Guest Experience & Safety

Exclusive Household Staff; England; On-site; GBP 32,000 - 42,000; Full time

Job summary

Exclusive Household Staff is seeking a Night Manager for a Berkshire-based hotel. The role covers overnight operations to ensure seamless guest service and safe, compliant facilities.

You will lead the overnight team, handle guest enquiries, and complete the night audit with accurate daily reporting. The successful candidate will have prior hotel supervisory experience, strong leadership and excellent customer service skills, with familiarity of Opera PMS and MS Office preferred.

Qualifications

• Previous supervisory or management experience within a hotel environment.
• Front Office experience is highly desirable.
• Excellent customer service and communication skills.
• Strong leadership and decision-making abilities.
• Ability to resolve guest concerns calmly, professionally and efficiently.
• Good organisational skills with excellent attention to detail.
• Experience using Opera PMS is desirable.
• Proficient with Microsoft Office applications.

Responsibilities

• Manage the day-to-day operation of the hotel throughout the night, ensuring the highest standards of service are maintained.
• Act as the main point of contact for guests during the overnight period, dealing with enquiries, requests and complaints in a professional and timely manner.
• Deliver a warm welcome to late arrivals and ensure early departures are handled efficiently.
• Supervise and support the overnight team, providing guidance and assistance to ensure smooth operations across all departments.
• Complete the night audit, ensuring all financial transactions are processed accurately and daily reports are prepared for the management team.
• Monitor the safety and security of guests, colleagues and the hotel by carrying out regular checks and responding appropriately to incidents or emergencies.
• Work closely with Housekeeping, Maintenance, Security and Food & Beverage teams to ensure any overnight issues are resolved promptly.
• Ensure all hotel policies, procedures and brand standards are followed throughout the shift.
• Prepare a thorough handover for the morning management team, highlighting any operational issues, guest feedback or maintenance concerns.
• Maintain a visible presence within the hotel, building positive relationships with guests and colleagues.

Skills

Hotel supervision

Front Office

Customer service

Leadership

Guest relations

Organisation

Opera PMS

Microsoft Office

Tools

Opera PMS

Microsoft Office

Job description

Exclusive Household Staff is seeking a Night Manager for a Berkshire-based hotel. The role covers overnight operations to ensure seamless guest service and safe, compliant facilities.

You will lead the overnight team, handle guest enquiries, and complete the night audit with accurate daily reporting. The successful candidate will have prior hotel supervisory experience, strong leadership and excellent customer service skills, with familiarity of Opera PMS and MS Office preferred.