Overnight Manager-Hotel Operations-Exempt

Pinehurst Careers•Pinehurst, NC

About The Position

The primary purpose of this role is to oversee all hotel operations during the overnight shift. This role ensures exceptional guest service, smooth operations, and the safety and security of guests, staff, and property. The Overnight Hotel Operations Manager serves as the primary manager on duty and handles guest concerns, operational issues, and end-of-day reporting. All responsibilities are carried out in alignment with the policies and service culture of Pinehurst Resort.

Requirements

High school diploma or equivalent required; a Bachelor’s degree in Hospitality Management or a related field is preferred.
Minimum of 5 years of hotel operations experience required, including at least 3 years in a leadership role within a large upscale or luxury resort.
Prior night audit experience and overnight hotel management is required.
This position involves driving a company vehicle and/or company insured vehicle. A valid driver’s license is required, along with successful completion of a pre-employment Motor Vehicle Report (MVR) and annual MVRs, according to company guidelines. Follow safe, defensive driving practices at all times, obey all traffic laws, regulations, signals and markings, use a seat belt, and follow Company policies and procedures, including the Substance Abuse Policy. Never drive while under the influence of drugs, alcohol or medications that may impair your ability to operate a vehicle safely, report any accidents immediately and cooperate fully with insurance claims investigations.
Standing for the entirety of the shift, walking, and moving throughout the properties, driveway, and resort grounds; Ability to lift, carry, and move items weighing up to 50 pounds, with assistance for heavier items; Visual and auditory alertness to monitor guest interactions, team performance, and safety hazards.

Nice To Haves

Familiarity with golf resort operations and knowledge of Forbes standards are highly desirable.

Responsibilities

Oversee all overnight hotel operations including Front Desk, Night Audit, Security, Maintenance and Housekeeping.
Act as the manager on duty during the overnight and the primary point of contact, ensuring a high level of guest satisfaction, responding to and resolving guest concerns, complaints, or service recovery situations promptly.
Conduct property walkthroughs to ensure safety and cleanliness, submitting work orders as needed
Ensure proper completion of night audit procedures and daily financial reconciliation.
Review room status reports and coordinate with housekeeping for room availability.
Manage room inventory and resolve overbooking or reservation issues.
Monitor hotel safety procedures and emergency protocols.
Respond to incidents, disturbances, or emergencies, and ensure proper reporting is in place.
Collaborate closely with the Front Office Managers to ensure departmental alignment, consistent communication, and seamless operational execution.
Communicate with department heads in Housekeeping, Maintenance, and Security to address opportunities within their respective areas.
Participate in daily stand-up meetings and operational briefings.
Lead, coach, and support overnight team members.
Assist with staff scheduling and shift coverage when necessary.
Assist with payroll and labor management. Monitor productivity levels and staffing based on occupancy and event volume.
Track guest satisfaction scores and implement service improvements.
Manage supplies, uniforms, and equipment inventory.