Overnight Guest Services Manager

Compensation Type

Yearly Highgate Hotels:

One of the longest-standing hotels in Downtown LA, Hotel Figueroa recently completed a stunning restoration by award‑winning design agency Studio Collective. Hotel Figueroa’s fierce spirit is now matched with modern touches, all while respecting the property’s original footprint and Spanish Colonial design.

The hotel boasts 268 rooms and suites, five F&B outlets and a landscaped courtyard featuring its iconic coffin‑shaped pool. Hotel Figueroa’s vibrant arts program includes rotating art exhibits showcasing the works of LA’s most compelling female artists — an homage to its founding in 1926 as the largest project to have been financed, owned and operated by women.

The Night Manager is responsible for ensuring that all daily reports are generated, daily revenues are balanced, express checkouts are processed efficiently, and guests needing assistance during the shift are accommodated. The Night Manager will provide the management team with accurate and reliable information needed to make effective operational decisions.

• Check guests in and out.
• Handle and take reservations.
• Handle guests’ special requests and customer complaints during shift.
• Perform all other front desk duties and responsibilities.
• Investigate and handle complaints, disturbances, emergencies, etc. during shift.
• Perform some Night Audit functions, reviewing all Night Audit related functions and producing Night Audit reports.
• Assist in the preparation of Night Audit month‑end reports, including in‑house movie reports, house account summary, phone summary, etc.
• Interview, train, supervise and develop Night Audit staff, including coaching, counseling and discipline.
• Prepare, copy, and distribute reports as required.
• Handle special guest requests.
• Monitor and prepare Night Audit reports in accordance with Highgate Hotel’s requirements, meeting various due dates and deadlines.
• Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.

• At least 5 years of progressive experience in a hotel or related field; or a 2‑year college degree and at least 3 years of progressive experience in a related field; or a 4‑year degree and a minimum of 1 year of progressive experience in a related field.
• Previous supervisory responsibilities preferred.
• Must be proficient in Windows, company‑approved spreadsheets and word processing.
• Long hours sometimes required.
• Sedentary work, exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service‑oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.