Night Front Office Supervisor

JOIN US

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

Located in the heart of East London, Hyatt Place London City East is a contemporary lifestyle hotel featuring 280 stylish guest rooms and suites, modern meeting and event facilities, and one of the capital's most exciting rooftop destinations, Pocket Square Skyline Bar & Terrace.

Perfectly positioned between the City of London, Shoreditch, and Brick Lane, the hotel attracts a diverse mix of business and leisure travellers from across the globe. As part of the world-renowned Hyatt brand and managed by RBH Hospitality Management, we are committed to delivering exceptional guest experiences whilst creating an environment where our people can thrive and grow.

THE ROLE

As Night Supervisor, you will be responsible for overseeing the overnight operation of the hotel, ensuring guests receive exceptional service while maintaining the highest standards of safety, security, and operational efficiency throughout the night.

Reporting to the Night Manager and Front Office Manager, you will play a key role in ensuring the hotel operates safely, efficiently and seamlessly throughout the night. Acting as the senior operational presence during overnight hours, you will lead the Night Team, support guests with any requirements, oversee nightly procedures, and ensure the hotel is fully prepared for the day ahead.

You will lead by example, delivering outstanding guest experiences, supporting colleague development, and maintaining operational excellence across all areas of the hotel during the overnight shift.

This is an excellent opportunity for an experienced Front Office Supervisor, Night Auditor, or Guest Services professional looking to develop their leadership skills and progress within the hospitality industry.

A DAY IN THE LIFE OF A GUEST SERVICE MANAGER

Delivering Exceptional Guest Experiences

• Provide professional and friendly service to guests throughout the night.
• Ensure overnight arrivals, departures, and guest requests are handled efficiently and in line with brand standards.
• Act as the primary point of contact for guest enquiries, concerns, and emergency situations during the overnight shift.
• Resolve guest complaints and service recovery situations effectively, ensuring a positive outcome wherever possible.
• Ensure VIP, long-stay, and returning guests receive appropriate recognition and personalised service.
• Conduct regular lobby and public area checks to ensure standards are maintained throughout the night.

Leading and Supporting the Night Team

• Lead by example, creating a positive and professional working environment.
• Supervise and support Night Auditors, Receptionists, and overnight colleagues to ensure service excellence.
• Provide guidance and coaching to team members, supporting their development and performance.
• Ensure clear communication and effective handovers between day and night operations.
• Promote teamwork and collaboration across all hotel departments.

Driving Operational Excellence

• Complete nightly audit procedures accurately and within required timelines.
• Ensure all Front Office systems, reports, and financial reconciliations are completed correctly.
• Review room availability, arrivals, departures, and guest requests to ensure operational readiness for the following day.
• Monitor overnight occupancy and assist with room allocation requirements where necessary.
• Prepare…