Night Manager/Security

Hilton Norfolk THE MAIN; Norfolk (VA); On-site; USD 55,000 - 70,000; Full time

Job summary

Hilton Norfolk THE MAIN is seeking a Night Manager to oversee daily hotel operations during evening and night shifts in the absence of leadership. The role focuses on delivering guest experiences aligned with Brand Standards and driving operational excellence.

You will supervise associates, coordinate with other departments, manage safety and security, and ensure financial and service metrics are met. This position requires strong leadership and a commitment to service.

Responsibilities

• Oversees nightly hotel operations in the absence of senior management.
• Ensure guest experience aligns with Brand Standards.
• Supervise and engage hotel Associates to drive service excellence.
• Coordinate with Sales, Culinary, Housekeeping, Front Office and other departments.
• Maintain life safety, security, and prompt response procedures.
• Ensure pre-shift briefings with key staff.
• Monitor quality audits and complete the Night Manager Checklist.
• Respond to issues promptly and escalate as needed.
• Support financial performance and asset protection.
• Serve as primary contact for hotel issues and guest resolutions.

Job description

The Night Manager oversees the daily operation of the hotel in the absence of the Managing Director, Hotel Manager or Assistant Hotel Manager primarily during the evening and night shifts. The Night Manager is responsible for excellence in guest experience through execution of the business and operating plans and supervision of the property Associates. The Night Manager provides exceptional service to internal and external guests while adhering to company and franchise Brand Standards. The Night Manager promotes Associate engagement, retention, and development through effective and engaging leadership of all Associates.

Responsibilities

• Support a culture that promotes effective communications, service excellence, teamwork, performance feedback, recognition, mutual respect, and Associate satisfaction
• Oversees Security Team and ensures compliance with the Security Operating Plan. Will train, retain, mentor, motivate, and collaborate with assigned recruiters to determine and implement hiring guidelines and standards
• Conduct facility walks focusing on the life, safety, and security of the guests, Associates, and documenting issues in the prompt response program and pass down log. Maintaining all front and back of house cleanliness standards, security of all storage rooms, and through ensuring Associate accountability to SOP’s and/or Company guidelines including inventory and cash control procedures
• Ensure that pre-shifts are conducted with all pertinent individuals attending i.e. AM MOD, AM/PM Supervisors/Senior GSA’s
• Maintain the accuracy and timeliness of the prompt response program and ensure that calls are recorded properly and the response is completed to the guest’s satisfaction and within standard operating plan guidelines
• Drive guest satisfaction by maintaining service and product quality standards; this is accomplished by ensuring implementation and completion of all department checklists.
• Serves as point of contact for all hotel issues to include asset or guest resolutions.
• Works collaboratively with other departments such as Sales & Marketing, Culinary, Banquets, Facilities, Housekeeping, Front Office, Parking to ensure there is transparency in all the happenings of the asset
• Responsible for the financial results of the hotel and providing support to the Hotel Manager and Assistant Hotel Manager.
• Monitor the F&B Outlets to ensure proper staffing, management coverage and act as a liaison to Senior F&B Management regarding operational deficiencies
• Completes the Night Manager Checklist and communication reporting
• Performs Emergency response duties as required fort this role in the Emergency Response Organization Chart and Plan