Rooms Operations Manager (Night)

Rooms Operations Manager (Night)

The Rooms Operations Manager (Night) oversees the night shift operations of the front office to ensure the smooth delivery of exceptional services to all hotel guests.

• Direct and supervise all hotel operations during the night shift, ensuring seamless service delivery and adherence to established brand standards
• Handle guest check-in and check-out at the reception and serve as the primary point of contact for guests during the night, providing a welcoming, helpful, and professional presence
• Coordinate effectively with Front Office, Housekeeping, Engineering, Security, and other departments to ensure smooth operations and guest satisfaction
• Efficiently follow up on guest complaints and take immediate corrective action as needed
• Oversee and manage guest arrivals and departures, including VIPs, walk-ins, and groups, ensuring all special requests and allocations are handled accurately
• Ensure accurate completion of daily room audit reports and preparation of daily summary reports in a timely manner
• Oversee all reception and cashiering procedures, including vouchers, billing instructions, deposits, and rebates, to minimize errors and bad debts
• Run night audit procedures
• Conduct daily inspections and maintain cleanliness of all hotel facilities
• Be fully familiar with hotel emergency procedures and lead emergency evacuations, providing calm and reassuring assistance to guests and employees until senior management arrives
• Coordinate with Security on any medical assistance, criminal acts, or suspicious guest activities
• Complete a full handover between shifts by communicating directly through detailed handover reports in the DM file and email
• Ensure all hotel policies, procedures, and standards are consistently maintained

• At least 2 years’ of working experience in a similar capacity within the hospitality industry
• Diploma in Hotel Management or equivalent
• Strong problem-solving and analytical skills
• Customer service-oriented with the ability to handle challenging situations professionally
• Flexibility to work overnight shifts, including weekends and public holidays
• Familiarity with hotel property management systems (PMS) is highly advantageous
• Preferably familiar with emergency procedures, security protocols, and guest service standards