Overnight Guest Experience Manager

Job Description

The Overnight Guest Experience Manager is responsible for the smooth operation of the hotel’s front office during the overnight shift. This position ensures all guest services, check-ins, security coordination, and night audit processes are executed accurately and to Faena’s 5-star standards. The Overnight Guest Experience Manager also acts as the highest on-site leader during overnight hours, handling guest needs and emergency situations with professionalism and discretion.

This position has an annual compensation of $95,000 per year.

Duties And Responsibilities

Oversee overnight front office operations including arrivals, departures, room assignments, and guest requests.

Supervise the Night Audit team ensuring accurate posting, report generation, and financial balancing.

Serve as the acting Manager on Duty overnight, addressing guest issues, VIP coordination, and property-related emergencies.

Coordinate closely with overnight Security, Housekeeping, and Engineering teams to ensure guest satisfaction and safety.

Conduct nightly inspections of public areas, guest floors, and back-of-house for cleanliness, safety, and service readiness.

Review daily arrivals and ensure special requests, amenities, and room blocking are in place.

Support service recovery efforts with discretion and follow-up to ensure complete guest satisfaction.

Monitor room inventory and make decisions regarding late arrivals, early departures, and walk situations.

Maintain detailed logbooks and handoffs for the morning leadership team.

Train and support overnight staff to ensure compliance with luxury service protocols and emergency procedures.