Job Description

Job Ref:

BES6632

Branch:

Hotel Gotham - Newcastle

Location:

Hotel Gotham Newcastle, Newcastle Upon Tyne

Salary/Benefits:

Competitive Salary

Contract type:

Permanent

Hours:

Full Time

Hours per week:

40

Posted date:

15/08/2025

Closing date:

17/09/2025

Job Title:

Assistant Night Manager

Department:

Front Office

Reporting to:

Front Office Manager / Night 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.