Overnight Manager

As an Overnight Manager at Auberge Resorts Collection, your main responsibilities include overseeing all overnight operations, ensuring high guest satisfaction and quality standards are met. You will support the Front Office team, handle any issues that might arise, review guest arrivals, and keep key team members informed about important updates. Your role is crucial in setting the stage for a successful AM shift by ensuring smooth transitions and operational excellence.

To qualify for the Overnight Manager position at Auberge Resorts Collection, you should have a minimum of one year of supervisory experience, ideally with a background in Front Office, Night Audit, or accounting. Being adaptable and having the ability to work flexible hours, including weekends and holidays, is essential to meet the demands of the overnight shift.

The Overnight Manager plays a vital role in enhancing guest experiences at Auberge Resorts Collection by providing attentive service and ensuring all guest needs are met during the night. This includes managing front desk operations and addressing guest queries or concerns promptly. By maintaining high operational standards, the Overnight Manager helps create a welcoming atmosphere that ensures guests feel valued and cared for.

An Overnight Manager at Auberge Resorts Collection can expect a flexible schedule that primarily revolves around overnight shifts. You will be required to work on weekends and holidays as needed, aligning with the operational needs of the hotel to ensure representative coverage during the night.

Being an Overnight Manager at Auberge Resorts Collection is unique due to the setting and the culture of the company. You will immerse yourself in the beautiful outskirts of Santa Fe while being part of a team that prides itself on delivering extraordinary experiences. The opportunity to manage operations during the serene night hours allows you to form special connections with guests looking for personalized service, making each night memorable.

When discussing your experience for the Overnight Manager role, highlight specific positions held, emphasizing supervisory roles and any direct involvement in Front Office operations. Provide quantifiable results from your past positions, such as improvements in guest satisfaction or effective problem-solving strategies implemented.

In answering how you prioritize tasks during an overnight shift, explain your method for assessing immediate guest needs, focusing on urgent issues first, and then addressing any ongoing operational routines. Mention tools or techniques you use to stay organized, such as shift logs or checklists.

When asked about a challenging situation, share a specific example that illustrates your problem-solving abilities. Focus on the steps you took to assess the situation, communicate with your team, and the eventual positive outcome, showcasing your leadership and professionalism.

Explain your approach to ensuring smooth handovers by emphasizing the importance of communication. Discuss how you would provide detailed notes, update your team on current guest issues and any pending tasks, and maintain a checklist for the incoming team.

In your response, emphasize the importance of fostering teamwork and open communication among your night staff. Share examples of how you encourage staff to voice concerns or suggestions, keep morale high through recognition, and conduct brief team check-ins to maintain a collaborative atmosphere.

When discussing handling negative feedback, explain your approach of actively listening to the guest, showing empathy, and taking quick action to resolve the problem. Share an example where you effectively addressed a guest’s complaint and turned their experience into a positive one.

Detail the steps you would take to ensure security, such as familiarizing yourself with security protocols, conducting regular checks, and maintaining communication with the security team. Mention any specific strategies that you use to reassure guests during their stay.

Your response here should reflect your passion for hospitality and the unique aspects of Auberge Resorts Collection. Emphasize your alignment with the brand's values of exceptional service and the opportunity to work in a historical and beautiful setting, and how you can contribute to that vision.

Discuss your stress management techniques when dealing with a busy overnight shift. Mention how you maintain focus through deep breathing, staying organized, and prioritizing tasks, while also leveraging teamwork to ensure a smoother operation.

Articulate your customer service philosophy by explaining your belief that providing outstanding service is about truly understanding and anticipating guest needs. Share examples of how you've utilized this philosophy in your previous roles to cultivate guest loyalty and satisfaction.