Assistant Night Manager

• Ensure the safety and security of the property and the smooth and efficient running of the Hotel's overnight operation
• Provide supervision and support to the Front Office team and other departments when required
• Ensure department policies and procedures are understood by all employees and observed in tasks performed
• Ensure effective communication of new and updated information regarding policies, rates and general hotel information
• Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality
• Be proficient in the use of all front and back office equipment
• Report any computer system errors to the IT Manager or other such manager for immediate rectification
• Implement training programs for all employees, conduct induction and skills training
• Be aware of room availability and sensitively manage overbooking situations where relocations are required
• Make every effort to fill the hotel to 100% occupancy at the highest possible rate
• Carry out reception duties as required
• Assist, as required, calls for reservations
• Supervise night lobby services including car parking, portering, room service, security and public area cleaning
• Attend to any disputes referred, ensuring total guest satisfaction
• Resolve disputes personally where possible
• avoid referring the guest to another person
• resolve the issue and offer recover
• act quickly to draw the matter to resolution
• Lead by example when attending to guest requests
• Show efficiency in constantly striving to provide Total Customer Satisfaction
• Maintain a visual presence in the hotel lobby to assist any areas as required and to greet guests on a regular basis
• Create and maintain a work environment that consistently reinforces exceptional customer service
• Promote this environment through leader by example
• Carry out additional duties as requested by the Front Office Manager or his/her designate

• Previous experience in Front Office or Night Audit operations within a hotel environment
• Proven ability to lead and support teams across multiple departments
• Strong knowledge of hotel procedures, including cash handling, security, and guest confidentiality
• Proficiency in property management systems (e.g., Opera or similar) and front/back office equipment
• Excellent communication, interpersonal, and customer service skills
• Confident in handling guest complaints and resolving issues with professionalism and empathy
• Demonstrated ability to train, coach, and develop team members
• Sound organisational and time management skills with the ability to work autonomously overnight
• Strong problem-solving, decision-making, and conflict-resolution capabilities
• Commitment to maintaining a safe and secure environment for guests and team members
• Availability to work overnight shifts, weekends, and public holidays as required

Formal qualification in Hospitality, Tourism, or a related field (desirable)

• Global discounts on accommodation, dining, bars and more across 100+ Accor hotels and partner venues worldwide
• Generous leave entitlements, including birthday leave and up to 12 weeks parental leave
• 30% team member dining discount across our signature venues: Tilda, Bar Tilda, Delta Rue and Wentworth Bar
• Career development opportunities within a globally recognised luxury hospitality brand
• Ongoing learning and development, working alongside industry leaders
• Onsite perks including laundered uniforms, complimentary dry cleaning, $2 barista-made coffee, a $5 staff lunch buffet, and discounted city parking
• A complimentary hotel stay package to celebrate your work anniversary
• Free 24/7 access to our Employee Assistance Program for confidential wellbeing support