Overnight Operations Manager - Kimpton Era Midtown NY

Extell Hospitality Services

Extell Hospitality Services is a dynamic extension of Extell Development Company, blending expertise in asset management, hotel and food & beverage operations with fiscal precision and innovative marketing. Headquartered in New York City and Deer Valley, Utah, Extell Hospitality Services is committed to elevating the art of hospitality with strategic, results-driven excellence.

Location

Perfectly positioned at Rockefeller Center’s doorstep with a bird’s eye view of the bustling plaza below, the 33-story design-forward hotel, developed by Extell, offers expansive, coveted views of the city skyline.  The third New York City addition to the Kimpton portfolio, the striking tower features 529 guest rooms and inspired social spaces, including two full-service restaurants, a lobby lounge and a rooftop bar. Additional amenities include a fitness center and two spaces to host unique meetings and social gatherings. 

Overview:

The Overnight Operations Manager is responsible for overseeing all hotel operations during the overnight shift, ensuring a seamless and secure environment for guests and staff. This role includes direct supervision of the Night Audit function, managing front desk activities, responding to guest needs, and coordinating with various departments to maintain service excellence and operational efficiency. The Overnight Operations Manager acts as the primary point of contact for any issues arising during the night, ensuring quick resolution and adherence to hotel policies and procedures.

Key Responsibilities:

• Operational Oversight:
  • Manage and supervise all hotel operations from evening close to morning opening, including Front Desk, Night Audit, and overnight guest services.
  • Ensure all hotel policies, procedures, and brand standards are consistently met throughout the overnight shift.
  • Provide dotted-line supervision to overnight Engineering and Housekeeping employees for emergency items and urgent questions, ensuring immediate operational needs are addressed.
  • Serve as the primary contact and incident commander for all emergency situations during the overnight shift, including but not limited to medical emergencies, fire alarms, security breaches, and natural disasters.
  • Work collaboratively with third-party operators (e.g., emergency services, external vendors) and hotel security personnel to effectively address and de-escalate critical situations, ensuring guest and team safety.
  • Address and resolve guest complaints and issues promptly and professionally, escalating to the Director of Operations when necessary.
  • Conduct regular inspections of the front and back of the house areas to ensure cleanliness, organization, and adherence to brand standards.
  • Work closely with security to ensure all protocols and safety procedures for guests and staff are in place.
  • Manage and allocate resources effectively, including supplies and equipment.
• Team Leadership & Development:
  • Lead, train, and motivate the overnight team, fostering a positive and productive work environment.

Ensure adequate staff coverage and operational efficiency.

• • Schedule and manage schedules to ensure adequate coverage and adherence to forecast and labor budgets.
  • Foster a positive and collaborative work environment, promoting teamwork and high morale during the overnight.
  • Lead daily briefings and to communicate important information, set goals, and address concerns.
  • Ensure all team members are knowledgeable