Overnight Front Office Leader | Guest Experience & Ops

Hyatt Regency; Greater London; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

12 complimentary nights a year across 

Discounted hotel stays across Hyatt

Free meals on duty

Life Assurance

Uniform provided and laundered

Headspace membership

50% discount on food and beverages

Learning and development opportunities

Job summary

Hyatt Regency London – The Churchill is seeking a Night Duty Manager – Front Office. You will lead the Front Office during the overnight shift, oversee the night audit, and manage guest arrivals, requests, and escalations to ensure an exceptional overnight experience.

The role requires strong leadership, excellent communication, and the ability to stay calm under pressure while maintaining Hyatt’s guest service standards.

Qualifications

• Experience in Front Office operations with supervisory/management exposure.
• Excellent communication and problem‑solving skills.
• Ability to remain calm under pressure while delivering guest experiences.

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.

Job description

Hyatt Regency London – The Churchill is seeking a Night Duty Manager – Front Office. You will lead the Front Office during the overnight shift, oversee the night audit, and manage guest arrivals, requests, and escalations to ensure an exceptional overnight experience.

The role requires strong leadership, excellent communication, and the ability to stay calm under pressure while maintaining Hyatt’s guest service standards.