Description
- Serve as Night Manager on Duty (MOD), assuming full responsibility for hotel operations.
- Oversee and coordinate all overnight departmental functions, including Front Desk, Housekeeping, Maintenance, Security, and Food & Beverage (if applicable).
- Ensure smooth shift transitions and communicate effectively with daytime management regarding overnight activities, incidents, and follow-ups.
- Monitor staffing levels, productivity, and performance of overnight team members.
- Address and resolve guest complaints, concerns, and service recovery situations promptly and professionally.
- Act as the primary point of contact for VIP guests and escalated guest issues.
- Ensure a high level of guest satisfaction by upholding brand standards and service expectations.
- Handle conflict resolution between guests and/or staff in a calm and professional manner.
- Respond to and manage all emergency situations including medical incidents, fire alarms, safety hazards, and security issues.
- Ensure compliance with hotel safety, security, and emergency procedures.
- Conduct nightly property walkthroughs to ensure guest safety, cleanliness, and security.
- Liaise with emergency services, law enforcement, or on-call management as required
- Complete incident reports, shift logs, and other required documentation.
- Communicate significant operational or guest-related issues to senior management.
- Ensure the hotel is well-maintained, secure, and presentable throughout the night
- Identify and report maintenance issues or safety hazards.
- Uphold all brand, service, and operational standards.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
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Crescent Hotels & Resorts
Jan 20, 2026