Overnight Operations Specialist

Description

The Overnight Operations Specialist is responsible for providing exceptional overnight guest service while supporting the smooth operation, organization, and presentation of the property during overnight hours. This role serves as the primary overnight presence at the hotel, assisting late-arriving and early-departing guests while ensuring the property is clean, prepared, secure, and ready for the next day.

This is a highly flexible, hands-on position for someone who enjoys variety and takes pride in being able to identify what needs to be done and take initiative to get it done. Overnight responsibilities may range from guest services and light accounting to property walks, restocking, preparing event spaces, creating personalized guest and member touches, and completing projects that help set the morning team up for success.

Key Responsibilities

• Serve as the primary guest services presence during overnight hours.
• Welcome and assist late-arriving guests, including completing overnight check-ins and providing information about the property and local area.
• Assist early-departing guests with check-outs, questions, transportation, and other needs.
• Respond to guest requests and resolve issues professionally, escalating matters to leadership when appropriate.
• Monitor the front desk, lobby, and guest areas throughout the overnight shift.
• Maintain a warm, welcoming, and professional presence for guests and members at all times.
• Safely park and retrieve guest vehicles as part of valet services.

• Conduct regular walks of the property to ensure common areas are clean, organized, safe, and guest-ready.
• Identify and address operational needs throughout the property during overnight hours.
• Clean, organize, restock, or reset guest-facing areas as needed.
• Restock retail, supplies, amenities, and other inventory throughout the property.
• Assist with light property upkeep and projects, such as touch-up painting, organizing storage areas, or other tasks that improve the overall appearance and functionality of the property.
• Prepare spaces and supplies for the following day’s operations.
• Assist with setting up or resetting meeting, event, and banquet spaces.
• Complete special projects and other operational tasks that can be performed more effectively during overnight hours.

• Create personalized touches for arriving guests and members, including handwritten welcome cards, amenities, and other thoughtful details.
• Prepare member welcome experiences and special requests for the following day.
• Assist with VIP arrivals, special occasions, and other guest or member experiences.
• Look for opportunities to create memorable moments and exceed guest and member expectations.

• Complete basic overnight financial and administrative tasks, including maintaining and reconciling house ledgers.
• Review and organize overnight transactions and documentation for accuracy.
• Assist with basic cash handling and other front desk accounting responsibilities as needed.
• Ensure appropriate records and information are prepared for the morning team.
• Complete daily checklists, logs, and shift handoff notes.

• Communicate important overnight activity, guest needs, maintenance concerns, and outstanding tasks to the appropriate team members.
• Prioritize tasks based on immediate guest needs, safety, property presentation, and operational priorities.
• Work independently during overnight hours while knowing when to elevate an issue to leadership.
• Support the broader hotel team by completing tasks that may not have been possible during daytime operations.
• Approach each shift with flexibility and a willingness to jump in wherever support is needed.

What We're Looking For

• Previous experience in hospitality, hotel operations, customer service, or a similar guest-facing environment preferred.
• Strong customer service and communication skills.
• Highly self-motivated and comfortable working independently during overnight hours.
• Ability to assess priorities and use good judgment without constant supervision.
• Detail-oriented with a strong eye for cleanliness, organization, and presentation.
• Comfortable performing a variety of hands-on tasks and shifting priorities throughout a shift.
• Basic computer and administrative skills; experience with hotel PMS or other hospitality systems preferred.
• Basic comfort with cash handling and financial reconciliation.
• A positive, "roll up your sleeves" attitude and willingness to do whatever is needed to support the property.
• Ability to work overnight shifts, including weekends and holidays.
• Passion for hospitality, the outdoors, and creating exceptional guest and member experiences.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift and carry up to 50 lbs. occasionally.
• Ability to bend, stoop, reach, and perform light physical tasks.
• Ability to safely perform basic property upkeep and setup tasks.
• Ability to work…