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About the Role
The Overnight Front Office Manager will act as the leader on duty during overnight hours, overseeing all front desk operations, ensuring smooth guest arrivals and departures, and resolving guest issues. This role manages the night audit process, monitors safety and security, and coordinates with departments to address operational needs, providing leadership and decision-making in the absence of daytime executive management.
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.
- Provide lateral service as needed in the spirit of providing exceptional guest service.
- Perform various related tasks as needed in the spirit of providing exceptional guest service.
Requirements
- Previous experience as Night Manager in a similar high-end hospitality environment.
- 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.
- Must be observant and quick to respond to various situations while also multitasking and handling stressful situations.
Skills
- Front Desk Operations
- Night Audit
- Guest Relations
- Problem-Solving
- Interdepartmental Communication
- Safety and Security Protocols
- Hotel Management Systems (Opera, SynXis)
- Decision Making
- Multitasking
- Stress Management
Location
- London
Work Type
- Permanent
- Full-Time
Experience Level
- Previous experience as Night Manager
Salary/Compensations
- Share of the hotel's service charge
Benefits
- Health cash plan
- Discounts off hotels across the world
- Referral bonus
- Monthly team recognition
- Regular team events
- Biannual team parties
About the Company
- Opening in late 2026, Delano London brings the spirit and celebrated heritage of the iconic Delano Miami Beach to London, reimagined for a new generation.
- Set overlooking Kensington Gardens, the hotel will feature 67 rooms and suites, Lana Lusa, the legendary Rose Bar and Rose Lounge, alongside The Source wellness offering.
- Delano is a place where personality, creativity and genuine connection come together.
- We value curiosity, individuality and a sense of fun, creating an environment where our people can be themselves while delivering thoughtful, intuitive and genuinely warm hospitality.
- Delano London is part of Ennismore, a global collective of entrepreneurial, founder-built brands rooted in creativity, culture and community, and a joint venture with Accor.
- Joining Delano London means being part of something from the very beginning.
- It is an opportunity to help shape the next chapter of an iconic brand, work alongside an ambitious and creative team and play a part in creating a hotel that feels distinctly Delano from day one.
- 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.