- 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.
- 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.
- 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.
- 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.
- 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.
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