About this role
Responsibilities:
The Night Supervisor is responsible for overseeing a smooth, efficient, and secure operation of the hotel during the night shift. The position ensures consistent guest service, supervises the Night team, supports Front Office operations, ensures completion of the Night Audit and end-of-day procedures, and coordinates with other departments to address operational and guest-related matters. Provide efficient, friendly and professional service to all guests.
Provide efficient, friendly, and professional service to all guests.Contribute to guest satisfaction by providing high-quality services with a warm and friendly approach.Ensure a smooth, comfortable, and secure environment for all guests throughout the night.Supervise, guide, and support the Night team to ensure smooth and efficient hotel operations.Ensure all Front Office standards, policies, procedures, and service standards are consistently followed.Complete all nightly End-of-Day procedures and ensure accurate balancing of accounts.Review relevant Night Audit reports and ensure any discrepancies are identified, investigated, and reported.Seek guest feedback and resolve complaints and concerns in accordance with the hotel’s service philosophy.Establish effective daily communication with Front Office leaders and ensure proper follow-up on outstanding matters.Balance guest, operational, administrative, and colleague needs throughout the night shift.Lead by example and provide clear direction towards achieving the hotel’s vision and objectives.Maximize available room inventory and revenue opportunities during high-occupancy and sold-out nights in accordance with hotel policies.Handle cash and credit transactions, ensuring the accuracy of guest billing.Monitor the hotel’s overnight operations and take appropriate action to address operational issues.Conduct regular inspections of guest areas, public areas, and back-of-house areas to ensure hotel standards are maintained.Handle VIPs, special requests, and sensitive guest matters professionally and ensure appropriate follow-up.Respond promptly and appropriately to guest emergencies, incidents, and operational requests.Coordinate with Security, Engineering, Housekeeping, Food & Beverage, and other departments to ensure smooth overnight operations.Maintain accurate records of significant incidents, guest complaints, operational issues, and actions taken during the shift.Ensure a clear and comprehensive handover to the morning team, including all outstanding guest and operational matters.Ensure compliance with the Company’s Health and Safety policies and procedures.Ensure colleagues are familiar with and adhere to safety, security, emergency, and evacuation procedures.Respond appropriately to emergencies and security concerns and coordinate with the relevant departments when required.Identify and report safety, security, maintenance, or cleanliness concerns during the night.Follow all departmental policies, procedures, and hotel standards.Follow all safety and sanitation policies.Other duties as assigned. Qualifications:
Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.Previous experience in Front Office, Guest Relations or Hospitality Operations preferred.Good knowledge of Front Office operations, Night Audit, and hotel systems.Proficiency in Microsoft Office applications.Proven leadership, coaching, and team management skills.Must have the ability to handle cash effectively and accurately.Excellent communication, interpersonal, and guest service skills.Ability to multitask, prioritize, and work effectively under pressure.Strong problem-solving and decision-making abilities.High attention to detail, professionalism, and passion for hospitality.Fluent in English; additional languages are an advantage. Physical Requirements:
Ability to stand and walk for extended periods.Flexible to work shifts, weekends, and public holidays as required by hotel operations.