Night Manager
Job Description
• Represent the General Manager overnight, with delegated authority over guest, operational and staffing decisions whenever no senior manager is on site.
• Run the front desk overnight: check-ins, check-outs, walk-ins, room changes and guest requests.
• Approve service recovery, room moves, complimentary gestures and refunds.
• Act as the hotel's first point of contact for emergency services and notify the General Manager according to the escalation matrix.
• Hold all night-time departments (Front Office, Housekeeping, Food & Beverage, Engineering and Security) to hotel policies, brand standards and safety procedures.
• Act as the duty manager and the visible face of the resort at night, welcoming late arrivals and assisting guests with requests, concerns and complaints.
• Resolve guest issues on the spot, applying service recovery within the authority granted by the General Manager, and log every case for follow-up.
• Ensure the lobby, public areas, spa and pool zones, restaurants and bars are safe, clean and presentable throughout the night.
• Oversee late check-ins, early departures, room moves, in-house requests and the preparation of early-morning arrivals and departures.
• Coordinate with Housekeeping, Engineering, F&B;, Security and Reservations on urgent night-time issues, and escalate what cannot wait for the morning.
• Supervise closing of outlets and event spaces, cash handling by outlet staff and the opening routines for breakfast and early departures.
• Monitor room status accuracy in the property management system so that inventory and rates are correct for the day ahead.
• Ensure billing, fiscalisation and tourist tax requirements are met for all night transactions.
• Conduct scheduled night patrols of public areas, back-of-house, car parks, pool and spa areas, and check that alarms, exits and access points are secure.
• Ensure guest registration is completed correctly and on time for all arrivals, including eVisitor entries, and that guest data is handled in line with GDPR.
• Record all accidents, incidents, lost property and security events in the incident log, and report them to the Front Office Manager, Rooms Division Manager and General Manager.
• Ensure grooming, uniform and service standards are upheld, and that brand standards are followed in every guest interaction.
• Croatian and English language
Requirements
Function: Customer Service
Experience Level: Mid-Senior Level