Night Manager-Chateau Nova Yellowknife

Position Summary

The Night Manager is responsible for overseeing hotel operations during the overnight shift and ensuring the safety, security, and satisfaction of all guests and employees.

This position serves as the senior manager on duty overnight and is responsible for completing the Night Audit, overseeing Front Desk operations, coordinating the hotel shuttle and security teams, responding to guest concerns and emergencies, and ensuring a smooth transition to the morning management team.

The Night Manager is expected to demonstrate strong leadership, sound judgment, professionalism, and the ability to make operational decisions independently when senior management is not on property.

Key Responsibilities

Night Audit & Front Desk Operations

• Complete the hotel's daily Night Audit accurately and on time.
• Review daily transactions, room charges, payments, deposits, adjustments, and postings for accuracy.
• Identify and correct discrepancies before completing the audit.
• Ensure all required Night Audit reports are generated and distributed.
• Review occupancy, ADR, room revenue, arrivals, departures, no-shows, and other relevant hotel statistics.
• Ensure all guest accounts and folios are accurate.
• Assist with late-night check-ins, early departures, reservations, room changes, and other Front Desk duties as required.
• Ensure the Front Desk is prepared and organized for the morning shift.

Manager on Duty

• Act as the senior Manager on Duty during overnight hours.
• Take responsibility for hotel operations when senior management is not on property.
• Monitor hotel activity and ensure departments operating overnight are functioning effectively.
• Make appropriate operational decisions when immediate management direction is unavailable.
• Conduct property walkthroughs throughout the shift.
• Ensure hotel policies, procedures, and service standards are followed.

Guest Relations

• Respond promptly and professionally to all overnight guest concerns and complaints.
• Resolve guest issues whenever possible and provide appropriate service recovery within hotel guidelines.
• Follow up on noise complaints, room concerns, maintenance issues, security concerns, and other guest requests.
• Document significant guest complaints and the actions taken.
• Escalate serious incidents or unresolved concerns to the appropriate manager.
• Ensure guests receive professional and courteous service throughout the overnight shift.

Shuttle Operations

• Oversee overnight hotel shuttle operations.
• Ensure shuttle drivers are completing scheduled trips and responding to guest transportation requirements.
• Monitor shuttle schedules and communicate with drivers and the Front Desk regarding pickups and drop-offs.
• Ensure shuttle vehicles and operations follow hotel procedures.
• Address delays, operational concerns, or guest complaints involving shuttle service.
• Report vehicle or staffing concerns to management.

Security & Safety

• Oversee the hotel's overnight Security team and ensure required patrols and duties are completed.
• Maintain communication with Security regarding guest complaints, disturbances, suspicious activity, and safety concerns.
• Respond to emergencies and incidents according to hotel procedures.
• Coordinate with RCMP, Fire Department, Ambulance, or other emergency services when required.
• Ensure all significant incidents are properly documented through incident reports and the hotel's daily report.
• Monitor the safety and security of guests, employees, hotel buildings, parking areas, and public spaces.
• Ensure emergency exits and public areas remain safe and accessible.
• Report maintenance, safety, or security concerns requiring follow-up.

Overnight Team Supervision

• Provide leadership and direction to employees working overnight, including Front Desk, Shuttle, and Security.
• Ensure employees remain at their assigned posts and complete their required duties.
• Address attendance, performance, conduct, or operational concerns that occur during the shift.
• Assist employees with difficult guest situations or operational decisions.
• Maintain professional communication and teamwork between overnight departments.
• Document significant staffing or performance concerns for management follow-up.

Communication & Morning Handover

• Prepare a clear overnight management report for the morning management team.
• Document guest complaints, incidents, security matters, maintenance concerns, room issues, shuttle problems, staffing concerns, and other important events.
• Communicate outstanding items requiring follow-up.
• Ensure serious incidents are immediately communicated to senior management when appropriate.
• Provide an effective handover to the morning Front Desk and management team.

Qualifications

• Previous hotel Front Desk, Night Audit, supervisory, or management experience preferred.
• Experience completing a hotel Night Audit is strongly preferred.
• Knowledge of hotel PMS systems; Opera Cloud experience is an asset.
• Strong leadership and decision-making abilities.
• Excellent guest service and conflict-resolution skills.
• Strong attention to detail and numerical accuracy.
• Ability to remain calm and professional during emergencies or challenging guest situations.
• Strong written and verbal communication skills.
• Ability to work independently with limited supervision.
• Comfortable supervising multiple hotel operations simultaneously.

Working Conditions

• Primarily overnight shifts.
• Must be available to work weekends and holidays as required.
• Requires walking throughout the hotel and completing regular property inspections.
• Must be able to respond quickly to emergencies and operational issues.
• May be required to assist other departments when necessary.

Key Expectations

The Night Manager is the senior operational leader of the hotel overnight. The successful candidate must take ownership of the property during their shift and ensure that:

• The Night Audit is completed accurately.
• Guests receive timely assistance and concerns are resolved.
• Shuttle operations run effectively.
• Security procedures and patrols are completed.
• Overnight employees are properly supervised.
• Emergencies and incidents are handled appropriately.
• Management receives complete and accurate information regarding overnight operations.

The Night Manager plays an important role in maintaining the safety, service standards, financial accuracy, and overall operation of Chateau Nova Yellowknife during overnight hours.

Nova Perks:

In addition to competitive wages, we offer:

• Meal program

• Staff rates at any of our locations throughout NWT, Saskatchewan and Alberta.

• Friends & Family Rates at any of our locations

• Extended Health Benefits for full time employees

• Employee Discounts at the F&B Outlets

We thank all applicants for their interest in Nova Hotels. Only those selected for an interview will be contacted.

Nova Hotels is committed to creating an inclusive and accessible workplace where employees and guests feel valued, respected, and supported. We encourage applications from the diverse communities in which we live and work, including Indigenous peoples, racialized people, persons with disabilities, and people of all sexual orientations, gender identities, and gender expressions.