Assistant Night Manager in Newcastle upon Tyne

Key Responsibilities

Guest Services

• Provide a warm, professional, and efficient service to guests throughout the overnight shift.
• Assist the Night Manager in acting as a key point of contact for guest enquiries, requests, and complaints.
• Resolve guest concerns promptly and professionally, escalating more complex issues to the Night Manager when required.
• Handle late arrivals, early departures, room moves, and guest requests efficiently.
• Assist with VIP arrivals, IHG One Rewards recognition, and special guest requirements.
• Maintain a strong awareness of guest satisfaction and identify opportunities to enhance the guest experience.

Operations Management

• Support the Night Manager with the overall operation of the hotel during the overnight shift.
• Supervise and provide guidance to Front Office and other overnight team members as required.
• Assist with monitoring hotel occupancy, arrivals, departures, group movements, and operational priorities.
• Liaise with departments operating overnight, including Housekeeping, Maintenance, Security, and Food & Beverage where applicable.
• Conduct regular checks of public areas and operational areas to ensure cleanliness, safety, and brand standards are maintained.
• Assist with preparing accurate shift handovers and operational reports.
• Ensure all overnight procedures are followed consistently and efficiently.
• Deputise for the Night Manager in their absence or when requested.

Financial & Administrative Duties

• Assist the Night Manager with Night Audit procedures and the accurate balancing of daily hotel revenue.
• Support the reconciliation of cash floats, credit card transactions, and other financial records.
• Check that room charges, F&B revenue, payments, and adjustments are posted accurately.
• Assist with daily financial, occupancy, and revenue reporting.
• Ensure guest billing and folio management are completed accurately and in accordance with company procedures.
• Identify and report any discrepancies to the Night Manager promptly.
• Maintain accurate records and documentation throughout the shift.

Safety & Security

• Support the Night Manager in maintaining a safe and secure environment for guests, visitors, and colleagues.
• Monitor hotel security systems, including CCTV, fire panels, and access control systems where applicable.
• Assist with routine security checks of the hotel and public areas.
• Respond appropriately to emergencies, disturbances, medical incidents, fire alarms, and other incidents.
• Follow hotel emergency procedures and escalate incidents to the Night Manager as required.
• Complete accurate incident reports and assist with liaising with emergency services where necessary.
• Ensure hotel policies and security procedures are consistently followed.

Team Support & Leadership

• Provide guidance, support, and supervision to overnight Front Office team members.
• Assist the Night Manager in maintaining high standards of colleague performance and professionalism.
• Support the induction and training of new team members.
• Provide coaching and constructive feedback where appropriate.
• Encourage effective communication, teamwork, and accountability across the overnight team.
• Promote a positive and supportive working environment.
• Act as a reliable point of support for colleagues working overnight.

Key Skills & Competencies

• Strong organisational and time-management skills.
• Excellent attention to detail.
• Confident decision-making and problem-solving ability.
• Ability to remain calm and professional under pressure.
• Strong guest service and communication skills.
• Ability to supervise and motivate colleagues.
• Good understanding of hotel Front Office operations.
• Basic understanding of Night Audit and financial reconciliation procedures.
• Strong awareness of hotel safety and security procedures.
• Ability to work independently while maintaining effective communication with the Night Manager.
• Proficiency in hotel PMS systems, with Opera experience preferred.

Experience & Qualifications

Essential

• Previous experience within a hotel Front Office, Reception, Duty Management, or Night Audit role.
• Previous supervisory experience within a hotel or hospitality environment.
• Good understanding of Front Office procedures and guest service standards.
• Experience working night shifts or within an overnight hotel operation.
• Good administrative and financial attention to detail.
• Ability to work effectively under pressure and respond appropriately to guest and operational issues.

Desirable

• Previous experience within a 4-star hotel or a property of 200+ bedrooms.
• Experience within IHG or another international hotel brand.
• Experience with Opera or another recognised hotel PMS.
• Previous Night Audit experience.
• First Aid or Fire Marshal certification.
• Hospitality qualification.

What’s In It for You?

• Exceptional training and career development opportunities
• Hotel discounts across the portfolio – staff rates plus up to 50% off food, beverage, and spa
• Paywise+ – access up to 40% of your earned pay and automatic savings options
• 24/7 Employee Assistance Programme and Virtual GP via Mintago
• Salary Sacrifice options and retail discounts via Mintago
• Free staff parking
• Access to hotel Gym facilities