Essential Duties and Responsibilities
- Oversee overnight operations for both hotels, regularly moving between properties or providing on-site and remote support based on business needs.
- Serve as the senior overnight leader and Manager on Duty, making sound decisions to support guests, team members, safety, and hotel operations.
- Train, coach, and onboard new overnight employees, including night auditors, front desk agents, and other team members assigned to overnight shifts.
- Help coordinate overnight schedules, time-off coverage, call-ins, shift changes, and cross-property staffing needs in partnership with hotel leadership.
- Monitor night-audit activities and confirm that daily financial, occupancy, payment, and reporting procedures are completed accurately and on time.
- Support front desk operations, including arrivals and departures, reservations, guest requests, payment concerns, service recovery, and loyalty-program recognition.
- Respond promptly to guest complaints, emergencies, security concerns, noise issues, maintenance needs, and other situations that arise overnight.
- Conduct routine property walks and verify that public areas, entrances, back-of-house spaces, and key operating areas remain safe, secure, clean, and guest-ready.
- Coordinate with security, maintenance, housekeeping, emergency responders, vendors, and on-call leaders when overnight needs require additional support.
- Review overnight logs, incident reports, audit exceptions, staffing issues, and unresolved guest concerns; provide clear handoff communication to morning and property leadership.
- Reinforce hotel standards, policies, cash-handling practices, safety procedures, emergency protocols, and brand expectations across both properties.
- Identify recurring overnight challenges and recommend improvements to staffing, training, procedures, communication, and the guest experience.
- Perform other hotel operational duties and special projects as assigned.
Leadership and Training Responsibilities
- Create a welcoming, accountable, and supportive environment for overnight employees at both hotels.
- Provide hands-on training, job shadowing, follow-up coaching, and refresher training for overnight procedures and systems.
- Help maintain consistent operating practices between the two properties while recognizing property-specific needs.
- Provide timely feedback to hotel leadership regarding employee performance, attendance, development needs, and recognition opportunities.
- Assist with maintaining training materials, overnight checklists, emergency contacts, standard operating procedures, and shift handoff tools.
- Qualifications
- Previous hotel front desk, night audit, or hotel operations experience required; prior supervisory or lead experience preferred.
- Ability to work independently, exercise good judgment, and remain calm during emergencies or difficult guest situations.
- Strong guest-service, communication, coaching, organization, and problem-solving skills.
- Working knowledge of hotel property-management systems, reservations, night audit, cash handling, and basic hotel accounting procedures; Hilton systems experience preferred.
- Ability to prioritize competing needs and coordinate operations across two nearby hotel locations.
- Reliable transportation and ability to travel between Hilton Rochester Mayo Clinic Area and Hilton Garden Inn Rochester during assigned shifts.
- Availability to work overnight hours, weekends, holidays, and additional shifts when needed to support hotel operations.
- High school diploma or equivalent required; hospitality, business, or related education is a plus.
- Physical and Work Requirements
- Ability to remain standing or walking for extended periods and move throughout guest and back-of-house areas.
- Ability to use computers, phones, radios, office equipment, and hotel operating systems throughout the shift.
- Ability to occasionally lift, carry, push, or pull up to 25 pounds and respond promptly to operational needs throughout both properties.
- Work is primarily performed overnight in a hotel environment with regular interaction with guests, employees, vendors, and emergency personnel.
Compensation: $20.00–$28.00 per hour, based on experience and qualifications. Most new hires are placed within the middle portion of the range, with the top end generally reserved for candidates with exceptional experience and directly relevant qualifications.
Our Commitment
Titan Asset Management Group is committed to creating safe and welcoming places where people experience memorable hospitality. The Overnight Manager plays an important role in ensuring our guests and team members feel supported at every hour of the day.
This job description summarizes the primary responsibilities of the position and is not intended to include every duty that may be assigned. Responsibilities may change based on business and operational needs.
