Overnight Manager

Description

SUMMARY

The Overnight Manager plays a vital role in ensuring the seamless operation of Rancho Valencia Resort & Spa during overnight hours. As the senior leader on property, this position oversees the Night Audit team and supports all late-evening and overnight departments, ensuring continuity of service and upholding the resort’s exceptional standards.

This role is responsible for maintaining the safety and security of guests, team members, and the property, while confidently managing any situations that may arise overnight. The Overnight Manager oversees the completion of the night audit process, including the accurate balancing of financial transactions and preparation of daily reports.

In addition, this position serves as a key support for the overall guest experience, thoughtfully handling guest requests and resolving concerns with professionalism and care. With a strong attention to detail and the ability to prioritize effectively, the Overnight Manager ensures all overnight operations are executed efficiently while proactively preparing the resort for a smooth and successful day ahead.

The ideal candidate demonstrates sound judgment, strong communication skills, and a comprehensive understanding of hotel operations, thriving in a fast-paced environment while maintaining the highest level of service excellence. Resort or Full-Service Hotel experience required.

ESSENTIAL FUNCTIONS

1. Manage and monitor activities of all employees in the Front Office department, ensuring adherence to standards of excellence, employee handbook guidelines, and hotel policies and procedures; provide coaching, training, and correction where needed.

2. Direct and oversee all hotel operations during the overnight shift to ensure guest satisfaction, safety, and seamless continuity of service.

3. Serve as the senior leadership presence on property overnight, making sound operational decisions independently while upholding brand standards and service excellence expectations.

4. Conduct regular property walkthroughs throughout the shift to ensure cleanliness, safety, and adherence to luxury presentation standards across all guest-facing and back-of-house areas.

5. Manage and direct front desk personnel, housekeeping staff, and maintenance teams to ensure all operational needs are met.

6. Check accommodations, ensure special requests are fulfilled, greet guests upon arrival, and provide escort to accommodations when appropriate, delivering a warm and seamless arrival experience.

7. Maintain a professional, polished, and consistently high-quality service-oriented environment at all times.

8. Proactively anticipate guest needs and service gaps during overnight hours, ensuring a seamless and uninterrupted guest experience.

9. Act as Manager on Duty in the absence of the Front Office Manager, addressing complaints, problem-solving, disturbances, special requests, and any other operational or guest-related issues that arise.

10. Manage the overnight shift ensuring all team members are performing assigned duties effectively, and coordinate Front Office activities with other departments to ensure operational alignment.

11. Ensure compliance with cash handling, credit policies, and payment procedures to maintain financial accuracy and minimize discrepancies.

12. Maintain full accountability for overnight service recovery, ensuring guest concerns are resolved promptly or properly documented and followed up by the appropriate departments.

13. Ensure accurate communication of all significant overnight events to department heads and executive leadership prior to morning operations.

14. Provide timely and detailed shift handoff communication to daytime leadership to ensure a smooth and informed transition of operations.

15. Welcome guests in a friendly and professional manner, ensure public areas remain clean, safe, and visually aligned with resort standards.

16. Assist guests with luggage, serve as a primary guest contact, valet park guest vehicles, and support all guest service needs to ensure an exceptional overnight experience.

17. Participate in guest relocation decisions when required, execute relocation processes efficiently, and ensure a seamless guest transition in coordination with the Director of Front Office.

18. Monitor and develop team member performance, including supervision, scheduling, assignment of nightly tasks, training, counseling, evaluations, and recognition.

19. Ensure the accurate and timely completion of the night audit process; perform full night audit duties when necessary.

20. Oversee preparation of daily summary reports and other operational reports as required.

21. Act as a liaison between overnight operations and daytime leadership to ensure continuity, clarity, and readiness for the next operational day.

22. Assist the Front Office Leadership team in implementing financial controls, managing operating expenses, scheduling, and purchasing practices.

23. Identify operational inefficiencies and provide recommendations to improve guest satisfaction and departmental performance.

24. Work closely with the Housekeeping Department to enhance guest service delivery and strengthen cross-departmental communication.

25. Ensure compliance with all fire-life safety procedures and maintain a secure environment for guests and team members at all times.

26. Remain current on all operational updates, procedures, and required training.

27. Resolve and report any suspicious persons, activities, or hazardous conditions in a timely and appropriate manner.

28. Perform other duties as directed, developed or assigned.

Requirements

QUALIFICATIONS

Required

• Minimum 1–2 years of luxury or mid-scale hotel Front Office experience required in a supervisory or management capacity. Front Office and/or Housekeeping management experience strongly preferred.

• Associate’s or Bachelor’s degree from an accredited university in Hospitality, Hotel and Restaurant Management, Business, or a related field preferred.

• Strong knowledge of Front Office operations, guest service standards, and luxury hospitality expectations.

• Proficiency in property management systems, preferably OPERA or OPERA Cloud.

• Excellent interpersonal, verbal, and written communication skills with the ability to effectively communicate with guests, team members, and vendors.

• Strong command of the English language, both written and verbal, with the ability to communicate clearly and professionally at all levels.

• Proven ability to remain composed and exercise sound judgment in a fast-paced, guest-facing environment.

• Flexibility to work overnight schedules, including weekends, evenings, and holidays, based on operational needs.

• Valid California Driver’s License required, with the ability to safely operate resort vehicles, including golf carts and hotel cars.

Desirable

1. Prior Five Star, Five Diamond Resort and Spa experience 

2. Verbal communication in Spanish

3. Foreign language communication skills.

TRAVEL REQUIRMENTS 

1. Infrequent local travel may be required

PHYSICAL DEMANDS 

1. Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.

2. Constant need to perform the following physical activities: grasping, turning, finger dexterity.

3. Occasional need to stand for long periods of time.

4. Lifting/carrying up to 25 lbs. frequently and 45 lbs. occasionally.

5. Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms’ reach.

6. Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.

NOTE: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Employee Signature Date