Overnight Front Office Manager (MF)

Under the general direction of the Director of Rooms the Overnight Front Office Manager acts as the leader on duty during overnight hours. This role is responsible for overseeing all front desk operations ensuring smooth guest arrivals and departures resolving guest issues and maintaining a strong presence throughout the property. The position also manages the night audit process monitors safety and security protocols and coordinates with departments such as Housekeeping Engineering and Security to address any overnight operational needs. Additionally the Overnight Manager ensures accurate reporting supervises the overnight team and prepares the front office for a seamless transition into the next days operations providing leadership and decision-making in the absence of daytime executive management.

YOUR KEY RESPONSIBILITIES:

• Oversee all front desk operations during the overnight shift ensuring smooth and efficient service.
• Supervise guest service agents and ensure accurate completion of nightly financial reports and system rollovers.
• Conduct property walks throughout the night to monitor cleanliness safety and operational readiness.
• Act as the primary point of contact for all departments overnight ensuring smooth interdepartmental communication and coordination.
• Handle guest check-ins check-outs room changes and special requests in a timely and professional manner.
• Resolve guest complaints or incidents promptly
• Monitor lobby activity to ensure guest safety and maintain a welcoming secure environment.
• Communicate significant overnight events or issues to the morning management team through detailed shift reports.
• Ensure all front office procedures and brand standards are consistently followed.
• Coordinate with Housekeeping for early arrivals room readiness and status updates.
• Respond to emergency situations (e.g. fire alarms medical incidents power outages) in accordance with hotel protocols.
• Maintain communication with Engineering for urgent overnight maintenance concerns.
• Reconcile discrepancies in guest folios and room inventory in collaboration with guest service agents.
• Prepare the front desk and lobby area for a seamless transition to the morning shift.
• Train support and supervise overnight front desk team members to ensure high service standards.
• Manage room availability walk-ins cancellations and no-shows effectively.
• Enforce hotel safety and security procedures consistently throughout the night.
• Perform administrative duties such as logging incidents maintaining the lost & found and updating guest preferences.
• Maintain confidentiality of all guest and hotel information.
• We recognize we are in the hospitality industry and that may require us to provide lateral service. 
• We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

Qualifications :

• High school Diploma or equivalent education required. Bachelors Degree preferred.
• Ability to perform and oversee nightly audit functions including balancing daily revenue and posting corrections.
• Skilled in handling guest complaints professionally and diplomatically during minimal staffing hours.
• Comfortable working independently and making critical decisions without upper management onsite.
• Strong knowledge of hotel operations including Front Desk Concierge Bell Guest Services and solid knowledge of front desk protocol and experience working with  high profile guests.
• Strong knowledge of property management systems such as Opera SynXis.
• Strong verbal and written communication skills in English.
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist tow (push or pull) reach bend climb and carry objects as necessary.
• Working knowledge of labor laws occupational safety and health. Working knowledge of basic safety security data protection and emergency procedures in a hotel setting
• Additional language ability preferred.
• All team members must maintain a neat clean and well-groomed appearance. Specific department  uniform guidelines and/or required articles of clothing will be explained to you by your supervisor.

Whats in it for you

• The opportunity to launch a visionary hospitality brand in London and shape its culinary identity.
• Join a fast-growing international group focused on building a global hospitality brand.
• A creative ambitious environment where innovation and excellence are encouraged.
• Be part of a passionate team building a strong portfolio of hospitality concepts.
• A competitive package with strong development opportunities.
• At Delano London innovation excellence and guest-centricity are core. The culture is collaborative and inspiring with values rooted in authenticity sophistication and redefining luxury hospitality

Additional Information :

Why Delano London

Be part of the team bringing an iconic brand into its next chapter. At Delano London personality counts ideas are welcomed and everyone plays a part in creating something memorable. We work hard make it fun and look out for one another with opportunities to learn grow and build meaningful relationships across Delano Ennismore and Accor.

Alongside a supportive and creative team culture youll have access to a range of colleague benefits hotel stays and experiences across the wider group and the opportunity to work within a global community of distinctive lifestyle and hospitality brands.

Remote Work :

No

Employment Type :

Full-time