Night Manager

Company Description

The Fairmont Hanoi will open in the Vietnamese capital before year end of 2025, making it the first Fairmont brand in the country. The 241-room luxury hotel will take design inspiration from the art of lacquer with the traditional colours of Vietnam, the Indochinese style from the French colonial period, and draws motifs from Vietnam’s dynasties. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as two indoor and outdoor swimming pools, an extensive gym and an entire floor of wellness spa and bathhouse. For corporate and social groups, the Fairmont Hanoi will offer three ballrooms, the largest being a 1,100m2 grand ballroom as well as nine meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Hanoi is set to become the social epicentre of Hanoi!

Job Description

As Night Manager at Fairmont, you are the senior leader responsible for overseeing all hotel operations during the night. You ensure the safety, security, and comfort of our guests while maintaining the highest level of service in line with Fairmont brand standards. You act as the primary point of contact for guest concerns and emergencies and represent hotel management during overnight hours.

Responsibilities

Operational Oversight

• Manage all overnight front office operations including check-ins/outs, room assignments, and billing
• Coordinate with Housekeeping, Security, and Engineering to ensure smooth nightly operations
• Ensure all guest requests are attended to promptly and professionally
• Monitor the lobby and public areas to maintain safety, cleanliness, and service standards

Guest Relations & Service Recovery

• Welcome VIP guests and ensure personalized attention throughout their stay
• Handle guest feedback, complaints, and service recovery with discretion
• Maintain accurate records of incidents, guest interactions, and follow-ups in the Duty Logbook

Leadership & Team Support

• Supervise and support front office and bell staff during the night shift
• Ensure all night shift colleagues are well-briefed and following hotel policies and procedures
• Assist with training and mentoring of night team members

Financial & Administrative Tasks

• Conduct and verify nightly audits and end-of-day procedures in coordination with Finance
• Prepare night audit reports including occupancy, arrivals/departures, and room discrepancies
• Monitor room rate integrity, cash handling, and financial controls overnight

Security & Emergency Response

• Respond promptly to emergencies and coordinate necessary actions in line with safety protocols
• Liaise with Security team to ensure guest and colleague safety at all times
• Enforce hotel policies related to noise, visitors, and unauthorized activities

Qualifications

Knowledge and Experience

• Degree or diploma in Hospitality Management or related field
• Minimum 2–3 years of experience in Front Office, with at least 1 year in a supervisory or managerial night shift role
• Strong understanding of front office systems, guest billing, and night audit processes
• Proficient in Opera PMS and Microsoft Office
• Fluent in English; both verbal and written

Competency

• Guest-oriented and customer focus service minded
• Excellent communication and interpersonal skills
• Strong attention to detail and ability to handle multiple priorities
• Strong decision-making and conflict resolution skills
• Courteous and helpful
• Comfortable working in a dynamic and multicultural environment