Description Key ResponsibilitiesGuest Engagement & Service Excellence
Represent the General Manager and department heads during nighttime operations.
Ensure all guests experience warm, personalized service that reflects the “Inspire Incredible” philosophy.
Handle VIP arrivals, special requests, and service recovery for guest complaints with discretion and empathy.
Liaise with Club InterContinental, Concierge, Housekeeping, and Engineering to support guest needs.
Night Operations Oversight
Monitor all front-of-house areas including lobby, entrances, and guest floors to ensure cleanliness, order, and guest safety.
Ensure accurate overnight auditing and financial reconciliation in coordination with the Night Auditor.
Manage smooth handover of operational updates to morning team and complete Duty Manager reports.
Assist with late-night arrivals, departures, transportation requests, and urgent room moves.
Crisis & Emergency Management
Act as the Hotel Emergency Response Leader during the night shift, taking appropriate action in case of fire, medical emergency, guest incidents, or building alerts.
Ensure that all security and safety protocols are followed and documented as per IHG and local requirements.
Collaborate with security personnel to monitor suspicious activity, unauthorized access, or incidents requiring escalation.
Team Coordination & Communication
Supervise and support overnight staff across Front Office, Bell, Housekeeping, and Engineering teams.
Ensure all colleagues deliver consistent, luxury-level service regardless of hour or volume.
Conduct nightly briefings and ensure all colleagues understand the IHG Way of Clean, guest priorities, and service expectations.
Maintain accurate logbooks, shift reports, and ensure action items are followed through.
Qualifications & Skills
Bachelor’s degree in Hospitality Management or equivalent preferred.
Minimum 3 years of Front Office or Guest Services experience, with at least 1 year in a supervisory or managerial night role.
Strong interpersonal and leadership skills with a calm, solution-oriented approach.
Excellent communication skills in Thai and English.
Knowledge of Opera PMS, Microsoft Office, and emergency response protocols.
Able to make sound decisions and maintain composure in high-pressure or emergency situations.