Key Responsibilities Guest 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.