Assistant Night Manager

6 days ago

The Old Fire Station Pilgrim Street Newcastle Upon Tyne Tyne and Wear NE SE, United Kingdom Newcastle Full time £45,000 - £70,000 per year

Job Title: Assistant Night Manager
Department: Front Office
Reporting to: Night Manager / Front Office Manager 

Position Overview

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.

Key Responsibilities

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.

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