Assistant Night Manager
3 days ago
Southall
BRAND INTRODUCTION At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, theyre a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service. Our collection spans some of Londons most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story and within everyone, our team creates unforgettable experiences for our guests. While our walls speak of history, its our people, their ambition and their creativity that shapes our future. Join us and become part of a culture that celebrates individuality, nurtures potential and upholds the very highest standards of the art of hospitality. SCOPE & GENERAL PURPOSE The Assistant Night Manager supports the Night Manager in overseeing all hotel operations during the night shift, ensuring exceptional guest service, safety, and operational excellence. Acting as a key point of contact for both guests and team members, this role plays a vital part in delivering a seamless overnight experience. With a hands-on approach, the Assistant Night Manager assists in supervising the night team, resolving guest concerns, and ensuring all nightly procedures, including audits and reporting, are completed accurately. This position requires strong attention to detail, initiative, and a commitment to always upholding Montcalm Collections luxury standards. LEADERSHIP COMPETENCIES 1. Leadership & Team Support Supports the Night Manager in guiding and coordinating the night team, including reception, porters, security, and night auditors. Helps maintain team motivation, ensuring colleagues remain informed, engaged, and guest-focused throughout the shift. Provides day-to-day support and guidance to uphold luxury service standards. 2. Guest Service Excellence Acts as a key point of contact for guests during the night, delivering attentive and personalised service. Anticipates guest needs, responds promptly to requests, and supports the resolution of issues. Assists with VIP arrivals, in-house guest care, and late check-ins/check-outs. 3. Operational Support Supports the smooth running of front of house and overall hotel operations overnight. Assists in completing nightly audit and reporting procedures accurately. Coordinates with housekeeping, maintenance, and F&B teams to ensure readiness for the following day. 4. Safety & Security Awareness Supports the implementation of hotel security procedures to ensure a safe environment for guests and team members. Conducts regular checks of the property, identifying and reporting any potential risks. Assists in responding to safety concerns, maintaining awareness and vigilance throughout the shift. 5. Incident & Risk Support Assists the Night Manager in handling emergencies or unexpected incidents with professionalism and composure. Ensures adherence to health, safety, security, and data protection standards. Supports the protection of the hotels reputation through calm and effective communication. 6. Communication & Reporting Supports the preparation of clear and detailed handovers for the morning management team. Maintains accurate records of incidents, guest feedback, and operational matters. Represents the brand professionally in all guest and team interactions. 7. Problem Solving & Decision Making Handles day-to-day guest concerns and operational challenges, escalating when necessary. Uses initiative to resolve issues efficiently while maintaining service standards. Demonstrates good judgement in balancing guest satisfaction with operational needs. KEY RESPONSIBILIES The Assistant Night Manager supports the leadership of the night shift team across Front Office, Housekeeping, Security, and Food and Beverage, ensuring smooth and efficient overnight operations. They act as a key point of contact for guests, delivering warm, professional, and personalised service, while assisting with check-ins, check-outs, and all overnight guest requests with efficiency and discretion. They are responsible for handling guest queries and concerns promptly, escalating more complex matters to the Night Manager when necessary. The role includes supporting the coordination of VIP arrivals, late check-ins, and early departures, ensuring all special requirements are met to the highest standard. The Assistant Night Manager contributes to the completion of nightly audit procedures, ensuring accuracy in financial reporting and system updates, while monitoring room availability and ensuring all guest information is recorded correctly. They ensure the Front Desk remains fully operational and guest-focused throughout the shift. Maintaining safety and security is a key aspect of the role, including carrying out regular property checks, supporting the implementation of hotel security procedures, and responding appropriately to any incidents. The Assistant Night Manager also assists in preparing detailed shift reports and handovers for the morning management team. Close coordination with Housekeeping and Maintenance teams is essential to ensure the hotel is fully prepared for the day ahead. The role requires adherence to all operational procedures, health and safety standards, and data protection policies. In addition, the Assistant Night Manager provides guidance and support to night team members, fostering a positive and collaborative working environment. They are expected to step in and lead the shift in the absence of the Night Manager, demonstrating confidence, professionalism, and sound decision-making. They uphold Montcalm Collections standards of service, professionalism, and discretion in all interactions, support the training and development of team members, and respond effectively to emergencies in line with hotel procedures, including fire evacuation protocols. This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business. SKILLS & QUALIFICATIONS Previous experience within Front Office operations, ideally within a luxury or upscale hotel environment. Experience in a supervisory or senior team member role, with exposure to night shifts considered an advantage. Familiarity with Opera PMS or similar hotel management systems. Good understanding of financial procedures, with the ability to support nightly audit processes accurately. Strong organisational skills and attention to detail, ensuring accuracy in guest records and reporting. Confident communication skills, with the ability to interact professionally with guests and colleagues. Ability to remain calm under pressure and resolve guest concerns effectively. Fluent English is essential; additional languages are highly desirable. WORKING CONDITIONS Full-time position with overnight shifts. Flexibility required to work weekends and bank holidays. Role involves extended periods of standing and walking. Regular interaction with guests during late-night and early-morning hours. TPBN1_UKCT
