Night Duty Officer

REPORTS TO: FRONT OFFICE SUPERVISOR

JOB SUMMARY:

The Night Duty Officer is responsible for overseeing Front Office operations during the night shift, ensuring accurate completion of daily financial audits, and maintaining smooth hotel operations in the absence of regular department staff. The role serves as the primary point of coordination for all overnight concerns, including guest services, maintenance, housekeeping, and security.

• Manage Front Office Operations During Night Shift
• Greet guests warmly and professionally upon arrival, check-in, and check-out.
• Answer telephone calls promptly and respond to guest inquiries in a courteous and service-oriented manner.
• Assist guests with reservations, room assignments, upgrades, and special requests.
• Promote hotel services, upgrades, memberships, and ongoing promotions to enhance guest experience and revenue.
• Address guest complaints or concerns promptly and escalate unresolved issues to the Front Office Supervisor as necessary.
• Perform Night Audit and Financial Verification
• Conduct night audit procedures and close daily transactions
• Verify accuracy of all postings, charges, and guest accounts
• Balance room revenue, payments, and other financial records
• Prepare and submit night audit and end-of-day reports
• Coordinate with Maintenance and Housekeeping
• Liaise with Maintenance for urgent repairs and technical concerns
• Coordinate with Housekeeping on room status, guest requests, and cleanliness issues
• Ensure immediate action on operational concerns despite limited staffing
• Monitor completion of reported issues during the shift

• Respond promptly to guest complaints, requests, and emergencies
• Make sound decisions to resolve issues independently during the night
• Ensure proper documentation and follow-through of all concerns
• Ensure Safety, Security, and Property Monitoring
• Conduct regular checks of the property to ensure safety and security
• Monitor unusual activities and report incidents accordingly
• Coordinate with security personnel when necessary
• Ensure compliance with hotel policies and procedures
• Documentation and Endorsement
• Record all incidents, discrepancies, and operational issues
• Maintain accurate logs and reports during the shift
• Properly endorse all pending matters to the morning shift for continuity

• Front Office operations and hotel procedures
• Night audit processes and basic accounting principles
• Hotel property management systems (PMS/FOS)
• Guest service standards and hospitality protocols
• Basic safety and security procedures in hospitality settings

• Strong customer service and communication skills
• Accuracy in financial reporting and attention to detail
• Problem-solving and decision-making under pressure
• Coordination skills with multiple departments
• Ability to work independently during minimal supervision hours

• Service-oriented and guest-focused mindset
• Calm and professional under pressure
• Responsible and highly dependable during night operations
• Honest and trustworthy in handling financial transactions
• Proactive and solution-driven approach

QUALIFICATIONS:

• Bachelor’s degree in Hospitality Management or any related field
• At least 1–2 years experience in Front Office operations, preferably with night audit exposure
• Knowledge of Front Office systems (PMS/FOS) and basic accounting procedures
• Strong understanding of hotel operations, guest service standards, and night audit processes
• Ability to work independently and handle night operations with minimal supervision
• Strong communication, coordination, and customer service skills
• Good problem-solving and decision-making abilities under pressure
• Willingness to work on a night shift schedule