Front Office Night Manager

Title:   Front Office Night Manager  

Location: New York, NY 

FLSA: Exempt 

Status: Full-time 

Reports to: Assistant General Manager  

Supervises: Overnight Team Members   

Pay Range: $90,000 - $95,000 

Job Summary: Hampton Inn/Home2 Suites by Hilton Times Square is looking for a motivated and experienced Front Office Night Manager. The Front Office Night Manager is responsible for overseeing the hotel during the overnight hours, ensuring smooth operations, handling guest inquiries, and supervising the night staff. This role ensures the accurate completion of the nightly audit while maintaining the highest level of guest service and safety throughout the night. This role is critical in training and guiding overnight associates and preparing the hotel for the following day’s business.  

Essential Functions and Duties:  

• Greet, register, and assign rooms to hotel guests in a prompt and courteous manner.  

• Perform nightly audits, ensuring all revenues, receipts, and ledgers are balanced.  

• Supervise overnight staff and ensure smooth hotel operations throughout the night. 

• Address guest complaints and resolve any issues to ensure guest satisfaction.  

• Handle all guest issues with professionalism, including late check-ins, complaints, and special requests, ensuring prompt resolution and guest satisfaction. 

• Monitor hotel security and act as the first point of contact in case of emergencies.  

• Prepare daily financial reports, including cash reports and credit limit reports.  

• Coordinate with the revenue management team to manage room inventory and maximize occupancy.  

• Conduct bucket checks to ensure all guest accounts are accurate and up to date.  

• Respond to guest inquiries regarding hotel services, dining, and local attractions.  

• Liaise with housekeeping or maintenance to resolve overnight guest issues.  

• Ensure that all overnight staff adhere to the hotel's service standards and policies. 

• Act as the fire brigade leader during emergency situations and ensure compliance with safety protocols.  

• Communicate effectively to staff by conducting daily pre-shift briefings, one on one check–in's, training and activities ensuring compliance with service standards and company policies. 

• Be visible in public areas during peak times to greet guests and offer assistance as needed. 

• Maintain a positive, team-oriented environment that prioritizes guest satisfaction, employee engagement, and operational excellence. 

• Conduct performance reviews with reporting team members. 

• Complete other duties as assigned by the Supervisor. 

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.  

Required Experience, Education, and Skills:  

• Minimum of 3 years of hotel supervisory experience, preferably in night audit or front office roles.  

• Proficient in Microsoft Office (Word, Excel, and Outlook) and property management systems (PMS).  

• Excellent customer service skills with a focus on guest satisfaction.  

• Ability to remain composed in high stress situations and maintain professionalism at all times. 

• Strong communication and interpersonal skills, with the ability to effectively listen, understand, and resolve concerns from guests and team members. 

• Proficiency in handling financial data, reports, and basic accounting functions. 

• Strong organizational and multitasking abilities.  

• Effective verbal and written communication skills.  

• Ability to handle complex situations with sound judgment and professionalism.  

• Basic understanding of financial reporting and night audit processes.  

• FSD Certification preferred but not required. 

Work Environment:  

• Must be able to work in a standing position for extended periods, up to 8 hours a shift.  

• The role is primarily indoors, with minimal exposure to outdoor elements.  

• Ability to lift and carry items up to 20 lbs. frequently.  

• Requires flexibility in scheduling, including overnight shifts, weekends, and holidays.  

• Occasional walking, sitting, and movement around the hotel to ensure guest satisfaction and safety.  

Other Duties:   

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.