Hotel Night Manager

at Burke Mountain Resort/Bear Den Operations Co in East Burke, Vermont, United States

Job Description

SUMMARY The Hotel Night Manager oversees front desk, bell, and valet operations while working in close partnership with the Reservations Manager to ensure seamless guest experiences across all lodging touchpoints. This role is not responsible for managing reservations staff directly, but does provide operational oversight and quality control to ensure front desk and reservations teams are aligned and following established procedures.

As a visible, hands-on leader, the Evening Hotel Manager is responsible for and supervising Front Desk, Bell, and Valet staff; maintaining service standards; supporting guest recovery; and providing shift coverage as needed. This position requires flexibility to work evenings, weekends, and holidays.

ESSENTIAL DUTIES & RESPONSIBILITIES (Other duties will be assigned as business needs require, this position requires flexibility)

• Partner closely with the Reservations Manager to ensure consistency, accuracy, and communication between front desk and reservations operations.

• Provide functional oversight of reservation-related work completed by front desk staff in the evenings, ensuring procedures and standards are followed.

• Foster a positive, service-oriented team culture with clear expectations and accountability.

• Ensure company personnel policies and procedures are consistently followed.

• Oversee evening front desk operations, including check-ins, check-outs, reservations, phone inquiries, and payment processing.

• Serve as an escalation point for guest concerns, complaints, and service recovery, resolving issues in a timely and guest-satisfactory manner.

• Maintain a clean, safe, and professional front desk and lobby environment.

• Step into line-level coverage as needed, including the ability to cover all 3pm-11pm shifts in the event of call-outs or staffing shortages.

• Monitor labor efficiency while maintaining service standards during peak and off-peak periods.

• Support group reservation execution by coordinating with the Reservations Manager, Sales team, and group contacts to ensure smooth arrival and on-site experiences.

• Audit reservation-related tasks performed by front desk staff to ensure accuracy, consistency, and adherence to established procedures.

• Oversee and reconcile the Manager’s bank in accordance with company cash-handling policies.

• Ensure accurate payment processing, documentation, and reporting.

SUPERVISORY RESPONSIBILITIES

Directly supervises 3-7 employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing tasks; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.