Night Manager

The Night Manager acts as the hotels Manager on Duty during the overnight shift representing the General Manager and hotel leadership when no other member of management is present on site. The Night Manager is personally responsible for the smooth safe and secure operation of the hotel overnight for maintaining the highest standards of guest service and hospitality consistent with the hotels five-star positioning and for the accurate close of the days business through the night audit process.

The Night Manager works independently for the majority of shifts and leads all staff on duty overnight coordinating across departments Front Desk Concierge Housekeeping Security Food & Beverage and Maintenance to resolve any guest or operational issue that arises.

• Reports administratively to the Director of Rooms.
• Acts overnight as the senior representative of hotel management on property with delegated authority to take operational decisions across departments in the absence of other managers including guest service recovery safety and security matters and direction of on-duty staff.
• Escalates promptly to the Director of Rooms and for serious incidents directly to the General Manager or Human Resources any event involving guest safety security significant guest dissatisfaction reputational risk or matters falling outside standard delegated authority (e.g. financial write-offs above an agreed threshold).
• Works five nights per week. On the Night Managers two rest days overnight Manager-on-Duty coverage is provided by the Concierge team to whom the Night Manager hands over relevant open items before each rest period.

The responsibilities below describe the broad ongoing scope of the role. Detailed step-by-step procedures are set out separately in the Night Manager Operating Checklist / SOPs referenced under Flexibility and Additional Duties which management may update from time to time without requiring a new signed job description.

1. Manager on Duty & Guest Experience

• Serves as the point of contact for all guests overnight; resolves complaints special requests and service failures personally in line with the hotels service standards.
• Oversees VIP arrivals/departures late check-ins and early check-outs ensuring a seamless five-star experience at any hour.
• Conducts regular walkthroughs of public areas back of house and guest corridors to ensure standards of cleanliness ambience and safety are maintained.

2. Front Office & Night Audit Operations

• Leads and verifies the end-of-day (night audit) process in the Property Management System ensuring accurate posting balancing and close of all guest and departmental accounts.
• Reviews and reconciles daily revenue folios city ledger and outstanding balances; escalates discrepancies per hotel finance procedure.
• Prepares and distributes the required end-of-night reports (e.g. Managers Report Night Report forecast/occupancy reports) to relevant departments ahead of the morning handover.
• Manages overnight reservations tasks: wake-up calls late arrivals no-shows room status updates and preparation of next-day departures.

3. Security Safety & Emergency Response

• Acts as the primary overnight point of contact and first responder for safety security or emergency situations (fire alarms medical emergencies security incidents guest disturbances) following hotel emergency procedures and coordinating with external services as needed.
• Ensures fire life-safety and security equipment and procedures are functioning and understood by on-duty staff.
• Maintains accurate incident logs and reports all incidents in the logbook. When necessary escalates incidents for immediate attention as per hotel protocol.

4. Financial & Revenue Integrity

• Ensures proper cash-handling procedures overnight including cash float drops/reconciliation and cashier closure.
• Monitors credit limits guest billing accuracy and no-post/complimentary flags to protect hotel revenue.
• Supports the Finance department by preparing and filing required nightly financial documentation.

5. Regulatory Compliance

• Ensures full and timely compliance with guest-registration and reporting obligations (e.g. Alloggiati Web / Questura submissions ISTAT reporting) and any other regulatory requirement applicable overnight.
• Ensures compliance with hotel policy brand/quality standards and local labor and safety regulations for staff on duty.

6. Team Leadership & Coordination

• Directs and supervises all staff on duty overnight (Reception Concierge/Night Porters Room Service Security contracted staff) ensuring service standards grooming and conduct are maintained.
• Conducts handover briefings with the outgoing evening shift and incoming morning shift ensuring complete and accurate transfer of information.
• Provides on-the-job guidance and immediate coaching to overnight staff; reports performance or conduct issues to the relevant department head.

7. Property & Facilities Oversight

• Monitors the physical condition of the property overnight (public areas guest floors back of house) reporting or actioning maintenance issues and coordinating with on-call maintenance/IT as required.
• Ensures out-of-order / out-of-service rooms are correctly logged and communicated to Housekeeping and Front Office for the following day.

Education and Experience

• High school diploma or equivalent with a minimum of 4 years experience in guest services front office or a related hospitality area in a luxury / five-star environment; OR
• A degree in Hospitality Hotel Management or Business Administration with at least 2 years relevant experience.
• Proven experience in a supervisory or duty-management capacity is required.

Skills and Competencies

• Fluent in Italian and English (additional languages an advantage) with excellent guest-facing communication skills.
• Proficiency with hotel Property Management Systems and standard office software.
• Ability to work independently exercise sound judgement and remain calm under pressure particularly when handling emergencies or sensitive guest situations while alone on shift.
• Strong leadership and coordination skills with the ability to direct staff across multiple departments.
• High attention to detail and accuracy particularly for financial and regulatory tasks.
• Full flexibility to work overnight shifts including weekends and public holidays.

• Overnight shift five nights per week (schedule confirmed by the Director of Rooms); two rest days per week during which Manager-on-Duty overnight coverage is provided by the Concierge team.
• Works primarily alone overnight with escalation support from the Director of Rooms and coordination with other overnight staff (Front Desk Concierge Security Housekeeping Maintenance).

This job description sets out the core purpose and areas of responsibility of the Night Manager role. Given the evolving nature of hotel operations The Gritti Palace reserves the right to:

• issue revise and update detailed operating checklists standard operating procedures (SOPs) and task lists that give practical effect to the responsibilities described above; and
• assign additional tasks and duties reasonably related to the role and its level of seniority as operational needs require.

Such checklists SOPs and task lists form part of the Night Managers working instructions and may be updated by management from time to time without requiring a new signed job description provided they remain consistent with the general scope of responsibility set out above.