Job Title: Overnight Resort Manager

Summary: The Overnight Resort Manager oversees all hotel operations during the night shift, ensuring that guests receive exceptional service, and that the hotel's safety and operational standards are maintained. This position requires excellent leadership, problem-solving, and customer service skills, as the manager is often the point of contact for any guest issues or emergencies that arise during the night.

Essential Job Functions: Include the following. Other duties may be assigned.

1. Guest Relations & Front Desk Management:
   • Manage front desk operations, including check-ins, check-outs, and guest requests.
   • Ensure that guests' needs are addressed promptly and professionally.
   • Handle guest complaints, resolving issues to ensure guest satisfaction.
   • Monitor reservations and room availability, processing late arrivals or early departures.
2. Operational Supervision:
   • Supervise night staff, including front desk agents, engineering, bellman, valet and security.
   • Ensure all departments run smoothly during the night shift.
   • Coordinate with other departments (engineering, housekeeping) for urgent requests or emergencies.
   • Conduct nightly audits to ensure accuracy in daily financial transactions.
3. Safety & Security:
   • Monitor the hotel premises and ensure safety protocols are followed.
   • Respond to emergencies, including medical situations, fire alarms, and security breaches.
   • Liaise with local authorities when necessary and complete incident reports.
4. Financial Responsibilities:
   • Perform nightly audits of the hotel’s financial transactions, including verifying room charges and settling accounts.
   • Ensure the accuracy of the cash drawer, reporting discrepancies to upper management.
5. Administrative Duties:
   • Prepare nightly reports for management, summarizing key activities, guest issues, and financial data.
   • Ensure proper communication between the night and day shifts, including passing on important information.
6. Leadership:
   • Provide guidance and support to night staff, ensuring they adhere to hotel policies and procedures.
   • Train and mentor new team members as needed.

Skills & Qualifications:

• Previous experience in hotel management or hospitality is preferred.
• Strong leadership and interpersonal skills.
• Excellent problem-solving abilities and the ability to handle high-pressure situations.
• Familiarity with property management systems (PMS) and financial reporting.
• Knowledge of hotel safety and security protocols.
• Ability to work independently and make decisions with minimal supervision.
• Strong organizational and multitasking skills.

Working Conditions:

• This position primarily works overnight shifts, including weekends and holidays.
• The role involves standing, walking, and some physical activity during emergencies or guest assistance.

Education and Experience: At least 2 years of hotel management or supervisory experience, especially in a night shift or guest-facing role.

Language Skills: Excellent service skills including etiquette and ability to work with the public. Knowledge of communications skills, organization skills, ability to deal with diverse clientele, golf knowledge.

Reasoning Ability: Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists. Ability to provide and interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Other Skills and Abilities: Ability to communicate and work well with fellow employees and other departments. Maintain a presentable appearance, behavior and manner at all times. Ability to process administrative work. Ability to manage multiple tasks effectively.

Physical Demands: While performing the duties of this job, the employee is regularly required to stand, sit, walk, bend and use hands to finger, handle or feel objects, tools or controls. The employee is frequently required to talk or listen. The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.  

Performance Standards  

Customer Satisfaction: Our customers are what we are about.  One of the keys to a positive guest experience is positive interaction with HHM staff.  It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances.  Every HHM associate is a guest relations ambassador, every working minute of every day.  

Work Habits: In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance.  You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security: The safety and security of our guests and associates is of utmost importance to HHM.  Every HHM associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

Note: This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.  Furthermore, the specific examples in each section are not intended to be all-inclusive.  Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Palm Beach Marriott Singer Island Resort and Spa is an Equal Opportunity Employer:

Minorities / Females / Veterans / Individuals with Disabilities / Sexual Orientation / Gender Identity