Guest Service Overnight Manager

Job description

We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Guest Service Overnight Manager. The Guest Service Overnight Manager reports to the Director, Front Office and is responsible for leading the Guest Services team during overnight hours, ensuring seamless operations, exceptional guest satisfaction, and consistent luxury service delivery. This role provides both strategic and hands-on leadership to the overnight Guest Services team, managing check-in/check-out processes, guest inquiries, issue resolution, concierge needs, and pre-arrival and auditing duties while maintaining operational, financial, and safety standards. The Guest Service Overnight Manager collaborates closely with Rooms Division leadership and cross-functional teams to elevate service culture and champion memorable guest experiences. Key Responsibilities Overnight Operational Leadership & Service Excellence Oversee the day-to-day operations of the Guest Services department during the overnight shift. Ensure that all guests receive exceptional service, handling requests, concerns, and inquiries in a timely, professional, and solutions-focused manner. Ensure all Guest Services procedures, SOPs, and LSOPs are followed accurately and consistently. Conduct overnight auditing duties, including verifying guest folios, reconciling accounts, and ensuring rooms are ready for check-out. Perform pre-arrival and overnight preparation duties, auditing incoming check-ins, and creating documentation to set up the day team for operational success. Prepare and distribute all necessary paperwork, reports, and logs for the next day of operations. Monitor Guest Services staffing levels and adjust as needed to maintain coverage and service quality. Maintain a strong presence in the lobby and public areas during overnight hours, supporting the team and engaging with guests. Monitor fire panels, alarms, and security systems, ensuring prompt response according to safety protocols. Assist with night audit or reporting processes in collaboration with Front Office and Finance teams, as needed. Team Leadership & Development Lead, mentor, and inspire the overnight Guest Services team, fostering a culture of empowerment, professionalism, and genuine hospitality. Oversee training, coaching, goal-setting, and continuous development for overnight staff. Support recruitment, onboarding, and succession planning for Night Auditor/Guest Service Agent roles in partnership with People & Culture. Work with the Guest Service Manager to develop and implement new guest service programs and initiatives to improve overnight operations. Guest Experience & Brand Standards Champion guest-focused initiatives and VIP management during overnight shifts to enhance satisfaction, loyalty, and engagement. Resolve complex or elevated guest concerns with professionalism, urgency, and empathy. Monitor guest feedback and identify trends for continuous improvement of overnight operations. Ensure all interactions and service delivery align with Fairmont luxury brand standards. Cross-Department Collaboration Collaborate with Housekeeping, Maintenance, Security, Food & Beverage, and other operational teams to address guest needs and resolve issues efficiently. Coordinate with other departments to ensure seamless guest experiences during overnight hours. Represent the Guest Services department in overnight operations meetings and service improvement initiatives. Operational Efficiency & Continuous Improvement Monitor overnight performance metrics, service quality scores, and workflow efficiency to identify opportunities for improvement. Support the implementation of systems, digital tools, and processes that streamline overnight operations and elevate guest experience. Uphold financial responsibility through effective scheduling, resource allocation, and cost-control measures. Other Responsibiliti es Perform any other duties as assigned to support overnight operations, guest satisfaction, and department objectives. What will you bring to this role? To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: · Education Diploma or Degree in Hospitality Management, Business Administration, or a related field preferred. Experience Minimum 2+ years of progressive experience in Guest Services or Front Office leadership roles. Experience in luxury hotels or resorts required. Proven success managing teams and delivering exceptional guest experiences. Competencies, Knowledge & Skills Strong leadership presence with ability to coach, motivate, and develop high-performing teams. Excellent interpersonal, communication, and conflict-resolution skills. Deep understanding of luxury service standards, guest engagement strategies, and hospitality best practices. Proficient in Microsoft Office and Opera PMS preferred. Exceptional organizational, problem-solving, and multitasking abilities. Ability to make guest-first decisions in a fast-paced, overnight environment. Personal Attributes, Culture & Values Embrace the Fairmont brand promise and luxury in your role and in all your interactions. Foster an inclusive environment where every individual feels valued and respected Create an environment where colleagues are empowered, supported and recognized Drive top performance to achieve exceptional result Other Requirements Flexibility to work overnight shifts, weekends, and holidays. Ability to stand and walk for extended periods; occasionally lift or carry up to 25–30 lbs; perform bending, reaching, or fine motor tasks. High level of professionalism, integrity, and emotional intelligence. Ability to respond calmly and effectively in emergency situations. Employee Benefits: Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property. What’s in it for you? As part of Accor , a global hospitality leader with over 5,500 hotels worldwide, you’ll enjoy: Opportunities for growth and development , mentorship, and international mobility Health insurance , retirement savings plans , and comprehensive wellness programs Worldwide travel discounts and preferred rates across the Accor portfolio A supportive, inclusive culture grounded in respect , teamwork , and professional development Start your journey with us today and explore the possibilities! #BeLimitless Our Values Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special. Belonging: We celebrate our differences. We support each other and we always stand together. Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences. Integrity: We build trust through mutual respect and being authentic. Your team and working environment: Fairmont Southampton is a premier luxury resort and regarded as a leader in the hospitality industry. Our mission is to turn moments into memories for our Guests. An exciting hospitality career awaits you if you are committed to providing our Guests with an authentically local experience through providing warm and engaging service. Our Heartists work cohesively as part of the team in a demanding, multi-cultural diverse environment. Our commitment to Diversity & Inclusion: Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team. Fairmont Hotels & Resorts Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates. About Fairmont Southampton Are you ready to join a team that thrives on excellence and embraces limitless potential? Fairmont Southampton, Bermuda’s largest resort, invites exceptional individuals to be part of our award-winning team and shape the future of hospitality. Following a multi-million-dollar renovation, our 593-room resort is Bermuda's largest, featuring nine restaurants, a 30,000-square-foot spa, an 18-hole par three golf course and a captivating Beach Club. Opportunities for growth and success are boundless. Our culture emphasizes respect, teamwork, and professionalism, supported by comprehensive benefits. Join our diverse and inclusive team, where your unique talents and perspectives are celebrated. Dare to go beyond the ordinary, unlock your potential and make a lasting impact at Fairmont Southampton. Together, let's create memories that exceed expectations. #BeLimitless About the Application Process: At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.