Overnight Manager

PRIMARY FUNCTION: Overnight Manager 

DEPARTMENT: Front Office 

REPORTS TO: Director of Rooms 

SUMMARY:

The Overnight Manager is responsible for leading hotel operations during the overnight hours and serving as the Manager on Duty and senior leader on property. This position ensures the seamless operation of the hotel while maintaining The Dewberry’s standards of exceptional, personalized, and anticipatory service for all internal and external guests.

The Overnight Manager provides leadership and direction to the overnight team, oversees the guest experience, and serves as the primary point of contact for guest concerns, service recovery, operational matters, and emergencies. This role is responsible for ensuring the safety and security of the hotel, its guests, and teammates while maintaining a strong leadership presence throughout the property.

Working collaboratively across departments, the Overnight Manager ensures operational and financial processes are completed accurately, hotel standards are consistently upheld, and important guest and operational information is effectively communicated to the appropriate leadership teams. The Overnight Manager is expected to exercise sound judgment, take ownership of overnight decision-making, and ensure the hotel is fully prepared for a successful transition into the following business day.

KEY RESPONSIBILITIES

Major areas of responsibility include, but are not limited to:

• Serve as the Manager on Duty and senior hotel leader overnight, assuming responsibility for hotel operations, guest experience, safety, security, and emergency response during the overnight hours.
• Lead, schedule, direct, and support overnight teammates, ensuring appropriate staffing levels, productivity, accountability, and adherence to hotel standards.
• Maintain a visible leadership presence throughout the hotel and conduct regular property walkthroughs to ensure guest areas, entrances, public spaces, and back-of-house areas are safe, secure, clean, and operating to standard.
• Act as the primary point of leadership for overnight guest concerns, complaints, disturbances, special requests, service recovery, and operational challenges, exercising sound judgment and independent decision-making.
• Ensure overnight operations consistently reflect the hotel’s luxury service standards, with an emphasis on anticipatory, personalized, and guest-centric service.
• Build guest loyalty by recognizing returning guests, anticipating needs, offering assistance, and creating meaningful guest experiences.
• Provide leadership and support to Front Desk and other overnight operational areas as needed to ensure seamless service and appropriate hotel coverage.
• Coordinate overnight responses to guest and operational needs across Front Office, Housekeeping, Engineering, Security, and other departments as necessary.
• Ensure effective communication between the overnight team and daytime leadership, providing thorough documentation and handoff of significant guest matters, operational concerns, incidents, maintenance needs, and follow-up items.
• Maintain a thorough knowledge of all fire-life safety, security, and emergency procedures and ensure overnight teammates understand and follow established protocols.
• Serve as a key member of the hotel’s emergency response team and take immediate leadership during emergencies, alarms, evacuations, medical situations, disturbances, or other critical incidents.
• Identify and appropriately respond to suspicious activity, safety concerns, security issues, and hazardous conditions, involving emergency services or law enforcement when necessary.
• Complete and maintain accurate incident reports and documentation for significant overnight events and ensure appropriate leadership is notified based on established protocols.
• Ensure hotel policies, procedures, service standards, and operational expectations are consistently upheld throughout the overnight shift.
• Manage overnight scheduling and payroll effectively, monitoring labor and minimizing overtime while maintaining appropriate operational coverage.
• Oversee the completion of daily posting, balancing, and reconciliation of guest charges and settlements for rooms, food and beverage, and other hotel purchases.
• Verify guest charges, payments, credit card activity, approvals, adjustments, and supporting documentation for accuracy and completeness.
• Audit and research questionable charges, discrepancies, and payment transactions, resolving issues whenever possible before the completion of the overnight shift.
• Prepare and review daily cashier balance reports and other required overnight financial and operational reports.
• Research and resolve guest billing discrepancies and approve appropriate billing adjustments within established authorization guidelines.
• Ensure the successful completion of the night audit process and accuracy of financial information before transitioning the hotel to the next business day.
• Communicate significant financial discrepancies or unresolved audit issues to the appropriate Finance and operational leaders.
• Perform additional duties and provide operational support as needed to ensure the safe, efficient, and successful operation of the hotel overnight.

QUALIFICATIONS

• High school diploma or GED required; college degree in Hospitality Management, Business Administration, or a related field preferred.
• Minimum of three years of hotel or hospitality experience preferred, ideally within a luxury or full-service hotel environment.
• Previous supervisory or management experience strongly preferred.
• Front Office, Night Audit, or overnight hotel operations experience preferred.
• Demonstrated ability to lead a team and make sound, independent decisions in the absence of senior leadership.
• Strong understanding of luxury guest service standards and the ability to effectively manage guest concerns and service recovery.
• Excellent verbal and written communication skills.
• Ability to handle difficult or sensitive guest and teammate situations with tact, diplomacy, discretion, and professionalism.
• Ability to remain calm, decisive, and alert during emergencies, periods of high activity, and unexpected operational situations.
• Strong organizational skills and attention to detail, particularly as they relate to financial reconciliation, reporting, and documentation.
• Strong computer and data-entry skills; experience with hotel property management and point-of-sale systems preferred.
• Ability to maintain confidentiality and appropriately handle sensitive guest, teammate, and hotel information.
• Ability to lift up to fifty pounds and sit, stand, and walk for extended periods of time.
• Must be available to work overnight shifts, weekends, holidays, and additional hours as business and operational needs require.

BENEFITS OF JOINING THE DEWBERRY TEAM:

• 401K with Company Match (4%)* 
• Education Reimbursement* 
• Paid Maternity Leave* 
• Complimentary Downtown Parking 
• Complimentary Dry Cleaning*
• Complimentary Daily Lunch Buffet 
• Best-in-class health & supplemental insurance* 
• Optional Supplemental Coverages* 
• Financial Advising with Roadside Capital 
• Competitive Pay 
• Advancement & Growth Opportunities 
• Full-Time and Part-Time Positions 
• Flexible Paid Time Off 

*Indicates eligibility requirement 

WHO WE ARE:

We are a tight-knit group of passionate individuals who are unrelenting when it comes to offering a flawless experience at The Dewberry while maintaining our unique brand standards. Every Teammate plays a key role in contributing to the success of the whole hotel.

ABOUT THE DEWBERRY:

As the 2025 Virtuoso Best Independent Hotel in the World and a 2022 Condé Nast Traveler Gold List award recipient for Best Hotel in the World, The Dewberry is located in the heart of downtown Charleston, bordering Marion Square, just steps from the shopping and dining on King Street, Museum Mile and The Gaillard Center. Offering 153 thoughtfully appointed rooms, world-class service and unparalleled views, The Dewberry occupies the former L. Mendel Rivers (circa 1964) federal building and pays homage to Charleston’s century architectural splendor. The hotel is the result of owner John Dewberry’s vision of “Southern ReimaginedTM,” which he developed over the course of an eight-year renovation and preservation of the building. The Dewberry features several event spaces along with the nationally celebrated cocktail program at the brass bar in The Living Room, the whimsical cocktail lounge Citrus Club, treatments at our urban oasis, The Spa, as well as the curated boutique The Shop. 

Recognized globally for its excellence, The Dewberry is known among teammates, guests, and the community as a leader in the field of hospitality. As a brand, The Dewberry teammates, experience, and brand are authentic, humble, and innovative operators driven to anticipate needs and exceed expectations.