Careers

Position Overview

Responsible for overseeing all hotel operations during overnight hours, ensuring the safety, security, and satisfaction of guests while maintaining smooth and efficient front office functions. This leadership role serves as the highest authority on-site during the night shift and plays a key role in emergency response, guest relations, and auditing activities. The Night Manager ensures a seamless continuation of day operations, resolves issues proactively, and supports the overall guest experience in line with the hotel’s standards.

Report To: Front Office Manager

Responsibilities

Operational Oversight (Night Shift)

• Supervise all front desk operations during the night.
• Ensure a seamless check-in/check-out experience for late arrivals and early departures.
• Handle walk-in guests, room assignments, and special requests.

Guest Relations & Problem Resolution

• Act as the primary point of contact for guest issues or emergencies.
• Resolve complaints efficiently and professionally, escalating to senior management only if necessary.
• Offer personalized service for VIP and repeat guests.

Night Audit Process

• Perform or oversee the night audit, including:
  • Posting daily room charges and taxes.
  • Balancing and reconciling revenue reports.
  • Preparing financial reports for management.
• Ensure all transactions from the day are accurately recorded.

Safety & Security

• Act as the hotel’s emergency contact during the night.
• Monitor security systems, conduct routine walks, and ensure all entrances are secure.
• Respond to fire alarms, medical emergencies, or guest disturbances per hotel protocol.

Team Leadership

• Manage and support night staff (reception, security, bell service).
• Conduct pre-shift briefings and maintain clear communication with day shift staff.
• Train new night team members as needed.

Requirements & Qualifications

• Diploma or Degree in Hospitality Management, Hotel Administration, or a related field.
• 1–2 years in a supervisory or management capacity, preferably during night shifts.
• Certifications in front office operations, night audit, or first aid/security are advantageous.
• Ability to convey information clearly, handle guest concerns professionally, and remain calm under pressure.
• Familiarity with Property Management Systems (PMS) such as Opera, or similar platforms.
• Proficiency in both spoken and written English.

Key Competencies

• Oversee all front office and guest services during night operations
• Able to demonstrate warmth, attentiveness, and a sincere desire to serve guests in a personalized and meaningful way.
• Maintains alertness and productivity throughout the night shift.
• Delivers exceptional service during check-ins/check-outs, late-night requests, and emergencies.

Working Conditions:

• Based at one property with regular travel between Explorar Koh Samui and Explorar Koh Phangan.
• Flexible schedule, including availability during weekends, and holidays as needed.

Position Overview

Responsible for overseeing the Front Office team and ensuring the delivery of exceptional guest service experiences from arrival to departure. This role supports the Front Office/Reception Manager and acts as the key contact for guests, resolving issues efficiently while maintaining the brand’s hospitality standards. The position combines operational leadership with hands-on guest interaction.

Responsibilities

Guest Service Leadership

• Oversee smooth check-in and check-out operations to minimize wait times
• Handle guest requests, feedback, and complaints with empathy and efficiency, ensuring timely resolution
• Monitor VIP guest arrivals and coordinate personalized service arrangements

Team Supervision and Training

• Supervise daily tasks of the Front Office team, including receptionists, bell staff, and concierge
• Conduct shift briefings and assign duties for optimum guest coverage

Operational Excellence

• Maintain accuracy in guest records, billing, room assignments, and key control
• Ensure consistent application of hotel policies, procedures, and brand standards

Communication and Coordination

• Act as a liaison between the Front Office and other departments like housekeeping, F&B, maintenance, and reservations
• Communicate effectively across shifts by maintaining clear logs and reports
• Facilitate guest services such as wake-up calls, transportation, and tour bookings

Technology and Reporting

• Generate shift reports, occupancy forecasts, and daily Front Office summaries
• Monitor online reviews and guest feedback platforms; escalate critical concerns when needed

Requirements & Qualifications

• Diploma or degree in Hospitality Management, Tourism, or related field
• Minimum 2–3 years of experience in a Front office or guest-facing role within the hospitality industry
• Familiarity with guest experience platforms (e.g., CRM systems, guest messaging apps) and standard office tools (Microsoft Office Suite)
• Familiarity with Property Management Systems (PMS) such as Opera, or similar platforms.
• Proficiency in both spoken and written English

Key Competencies

• Strong leadership and team coordination skills
• Excellent guest service mindset with a proactive, solution-oriented approach
• The ability to handle stressful situations with calm and professionalism

Working Conditions

• Based at Explorar Koh Phangan
• Flexible schedule, including availability during evenings, weekends, and holidays as needed

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