Night Manager

NIGHT MANAGER About Montcalm Collection United by timeless style and peerless service, Montcalm Collection is Londons compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the citys story. The hotels in the collection include a historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. A storied city-slicker, housed in the former headquarters of the Royal Mail: Montcalm Royal London House. A property with a bold new perspective at Montcalm East, part of Marriotts Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queens Gardens, both part of Design Hotels. Our flagship hotel is on the brink of a bold new era. Its Grade II-listed building on the cusp of Park Lane has been sensitively refreshed by architects Holland Harvey. Interiors are being rejuvenated by Studio Mica and Studio Est. We have added a new signature restaurant helmed by a world-famous chef, alongside a dapper lounge and bar. Communal areas, bedrooms and suites have all been artfully redesigned; our spa and Grand Ballroom will re-emerge as modern icons. Conscious, cultured, characterful, and considerate, Montcalm Marble Arch is a five-star hotel set on a historic crescent that sits proudly at the top of Park Lane, steps from Hyde Park and the West End, with a toe in Marylebone, bringing a fresh, holistic hospitality approach to London luxury. The respectful, sensitive full restoration includes a wellness space, community-welcoming public spaces and a restaurant helmed by an internationally acclaimed chef. Overview Montcalm Marble Arch is looking for a skilled and ambitious Assistant Night Manager to join our team. You will play a pivotal role by ensuring the highest levels of customer service are consistently being delivered to our guests. Help to shape the Montcalm Collections next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service. Key Responsibilities Assist the Night Manager in managing the overall operations of the hotel during the night shift, ensuring all departments function smoothly. Greet and assist guests with check-in, check-out, and any other requests throughout the night. Oversee front desk activities. Ensure accurate billing and proper accounting practices. Ensure Front Desk is always manned and available for the guests. Address and resolve any guest complaints or issues promptly and efficiently, ensuring guest satisfaction. Ensure VIP guests and other special requests are handled with utmost care. Oversee the smooth operation of the hotel during the night shift, including front desk, housekeeping, security, and other departments as needed. Ensure all operational procedures are followed, including night audits, cash handling, and system updates. Monitor room availability and ensure accurate recording of all transactions and guest information. Oversee the accuracy of guest billing and payment processes. Oversee the use and maintenance of front office systems (PMS, POS, etc.) to ensure accuracy and efficiency. Foster a positive work environment that encourages teamwork, professional development, and high employee morale. Manage and lead the night team, including front office staff, porters, housekeeping, and security personnel. Conduct nightly briefings with the team, assign tasks, and ensure staff are performing to the hotels standards. Provide training and support to night staff, fostering a positive and productive work environment. Ensure the safety and security of guests and staff during the night shift. Respond to emergencies and incidents, following the hotels protocols and procedures. Regularly inspect the property to ensure all safety standards are met and report any maintenance issues. Conduct nightly audits, ensuring all financial records are accurate and complete. Handle cash transactions, reconcile payments, and prepare nightly reports for the accounting department. Ensure full awareness of the hotel status and be prepared to take reservations to maximise the revenue. Deal with any potential book-out from and to our property. Assist with budget management by controlling costs and minimizing waste during the night shift. Maintain clear and effective communication with the day management team, providing a detailed handover of any incidents or important information. Liaise with other departments to ensure smooth transitions between shifts. Master the Fire Evacuation procedure and implementation. Train and coach night team members, so they are fully knowledgeable of their duties. Oversee the entire building, its cleanliness, operations and upkeep. Ensure shift meetings and handovers take place and relevant information is filtered down and up. Prepare and submit detailed reports on nightly activities, including guest feedback, incidents, and any maintenance issues that require attention. Handle any emergencies, such as fire alarms, medical incidents, or security breaches, in accordance with hotel protocols. Assist with administrative tasks as needed, such as updating guest records, managing reservations, and preparing for the upcoming days operations. This job description is designed to outline primary duties and conditions related to the Receptionist position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management. Essential Qualifications and Attributes Bachelors degree or diploma in Hospitality or a related field is preferred. Minimum 2 - 3 years of experience in a hotel supervisory role, preferably in a luxury hotel environment. Previous night shift experience is a plus. Proficient in hotel management systems (e.g., Opera, PMS, POS). Strong leadership and team management abilities. High attention to detail and commitment to a luxury quality service, A friendly and approachable attitude with a genuine passion for hospitality. Impeccable grooming and presentation standards, Ability to work under pressure and handle challenging situations with grace. Flexibility to adapt to changing guest needs and preferences. Problem-solving skills with a focus on guest satisfaction. Strong organisational skills and multitasking abilities. Exceptional customer service skills with a passion for delivering a luxury guest experience. Excellent communication, problem-solving, and organizational skills. High level of professionalism, discretion and integrity. Fluency in multiple languages is a plus. Knowledge of financial procedures, including night audits. Working Conditions: Ability to work overnight shifts, including weekends and holidays. Physical stamina to stand or walk for long periods and handle luggage if needed. Ability to manage stress in a fast-paced, high-end environment. Benefits Competitive salary. A supportive, empowering team environment. Benefits platform with various discounts. 28 holidays including eight bank holidays, with more holidays after two-year service. Cash-back health benefits, including optical, dental, chiropractor and physio services. Discounted gym membership. Access to Wellbeing platform and sessions, including EAP. Awards and Recognition Programme. Annual parties. Regular and ongoing training and development, including leadership workshops. Eligibility Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role. Equal Opportunity Employer At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice. Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future. Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role. TPBN1_UKCT