Assistant Night Manager

As an Assistant Night Manager at our five-star hotel, you are responsible for overseeing the overnight operation, ensuring the highest standards of guest service, safety, and efficiency are maintained throughout the night. You act as a key point of contact for guests and staff after hours, resolving issues with discretion, professionalism, and a calm, confident manner. You support the Night Manager in upholding the brand's luxury standards and in ensuring a seamless transition between day and night operations., Guest Service Excellence

• Provide a warm, secure, and professional welcome to all late-arriving or departing guests.
• Respond promptly and discreetly to guest requests, queries, and emergencies, ensuring guest satisfaction is maintained at all times.
• Monitor guest feedback and ensure all concerns or service opportunities are resolved or communicated appropriately.
• Offer personalized assistance, ensuring guests feel supported and valued during overnight hours.
• Maintain visibility in public areas, offering support and guidance with a calm and polished presence.
Operational Duties
• Assist with overnight check-ins and check-outs, ensuring accuracy and adherence to brand standards.
• Support night audit procedures, including reconciling financial transactions and preparing daily reports.
• Monitor and manage lobby activity and hotel security procedures, responding to incidents or disturbances swiftly and professionally.
• Ensure all public and back-of-house areas remain secure, clean, and well-presented throughout the night.
• Conduct floor walks to ensure guest comfort, fire safety compliance, and operational readiness.
Leadership & Team Support
• Supervise and support the night team including porters, housekeeping, and security, ensuring effective communication and task completion.
• Lead by example, upholding service standards and encouraging a culture of professionalism, empathy, and teamwork.
• Assist in the training and development of new night staff, offering guidance and feedback as needed.
• Coordinate effective handovers with the incoming morning team to ensure continuity of service.
Compliance & Safety
• Maintain a strong understanding of fire, health, and safety procedures, acting as a designated Fire Marshal when required.
• Conduct regular checks of fire exits, alarms, and other emergency equipment, reporting any faults immediately.
• Ensure all hotel policies, procedures, and legal requirements are adhered to during overnight hours.
• Record and report any maintenance issues, incidents, or guest complaints through the appropriate channels.
General Responsibilities
• Attend mandatory training, team briefings, and performance evaluations as required.
• Support the Night Manager in any administrative or operational duties.
• Assist with late-night room service, guest amenities, and VIP arrivals where necessary.
• Perform any reasonable duties assigned by hotel leadership in alignment with business needs.
• Act as an ambassador for the hotel, upholding the brand's values, service ethos, and commitment to excellence at all times.
  
  Hotel Gotham - Newcastle The Old Fire Station, Pilgrim Street, Newcastle Upon Tyne, Tyne and Wear, NE1 6SE