Sutton - Room - Night Manager

Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.

Join our team and enjoy the many benefits of working for Canada's fastest-growing, privately-owned hospitality company, including a competitive employee compensation package, diverse employee schedules, and internal corporate career advancement. If you are looking for a future career in hospitality, then the Sandman Hotel Group is for you.

The Night Manager is responsible for the safe, seamless, and guest-focused operation of Sutton Place Hotel throughout the night. Reporting to the Front Office leadership team, this position leads overnight operations, supervises and supports the Night Auditor, and verifies that the night audit and end-of-day controls are completed accurately and on time. The Night Manager acts as the primary point of contact for guest escalations, service recovery, emergencies, safety and security concerns, and cross-department operational decisions when daytime leaders are not on property. Through calm judgment, visible leadership, clear communication, and thoughtful follow-through, the Night Manager protects the guest experience, supports team accountability, and ensures a complete handover for the morning leadership team while consistently upholding Sutton's standards of luxury hospitality, discretion, and professionalism.

Key Responsibilities

Overnight Leadership & Guest Experience

• Take operational responsibility for the hotel throughout the overnight shift, maintaining a visible leadership presence and ensuring that guest service, front office, safety, security, and essential hotel functions operate smoothly.
• Serve as the senior overnight point of contact, assess priorities, make timely decisions within established authority, and engage the Manager on Duty or on-call leader when an issue requires additional support or executive direction.
• Lead the response to escalated guest concerns, complex service requests, room moves, disruptions, and complaints; provide thoughtful service recovery that protects guest confidence and reflects Cabot's luxury service standards.
• Oversee late arrivals, early departures, VIP and special-attention guests, and significant overnight requests, stepping in to support the Night Auditor or front desk whenever the situation requires leadership presence.
• Anticipate operational risks and guest needs, balance service and business considerations, and document decisions, commitments, and follow-up actions clearly for the appropriate daytime leaders.

Night Audit Oversight & Financial Controls

• Supervise the Night Auditor and provide direction, coaching, and practical support to ensure the nightly audit, end-of-day rollover, and required front desk procedures are completed accurately and within established timelines.
• Review the completion and reasonableness of room and tax postings, payments, adjustments, folio balances, cash and credit card reconciliation, deposits, package postings, and other key financial controls; investigate or escalate material discrepancies.
• Verify that reservations, no-shows, rate exceptions, billing instructions, routing, traces, and guest accounts requiring attention have been reviewed and appropriately resolved or carried forward with clear ownership.
• Confirm that daily audit, revenue, occupancy, arrivals, departures, and operational reports are complete and distributed to Front Office, Accounting, and other stakeholders in accordance with hotel procedures.
• Maintain oversight of cash handling, key control, payment security, privacy, and confidential guest and financial information, addressing process gaps or non-compliance promptly.
• Remain capable of performing essential night audit and front desk functions when required for business continuity, while retaining primary accountability for supervision, verification, and the broader overnight hotel operation.

Team Leadership, Coordination & Handover

• Set clear priorities for the Night Auditor and any other overnight colleagues, monitor performance and workload, provide in-the-moment coaching, and address conduct, attendance, procedural, or service concerns appropriately.
• Coordinate overnight decisions and resources across Front Office, Security, Maintenance, Housekeeping, Food & Beverage, Reservations, and other departments to resolve issues and maintain continuity of service.
• Prepare and deliver a concise, accurate handover to morning leadership covering audit status, guest recovery, incidents, safety or security concerns, maintenance issues, staffing matters, business risks, outstanding actions, and named owners.
• Promote a respectful, accountable, and collaborative overnight culture; reinforce hotel standards, support training and development, recognize strong performance, and escalate recurring or significant performance issues to Front Office leadership.

Safety, Security & Emergency Response

• Lead the initial hotel response to overnight emergencies, alarms, medical incidents, fire or life-safety events, severe weather, power or systems failures, disturbances, and other critical situations, following established emergency procedures.
• Coordinate with Security, Maintenance, emergency services, the Manager on Duty, and on-call leaders as appropriate; maintain calm command of the situation, protect guests and colleagues, and support accurate, timely communication.
• Monitor the overall safety and security of the property, public areas, access points, keys, and overnight activity; ensure required patrols, checks, incident reports, and follow-up actions are completed and documented.
• Ensure overnight logs, checklists, discrepancy notes, incident records, guest commitments, and operational documentation are accurate, complete, and organized so the hotel is ready for a smooth transition into the next business day.

Qualifications

• Previous supervisory or leadership experience in hotel front office, overnight operations, guest services, or a comparable luxury hospitality environment is required; night audit experience is strongly preferred.
• Demonstrated ability to lead a shift, coach and hold team members accountable, manage competing priorities, and assume responsibility for hotel operations with limited on-site leadership support.
• Working knowledge of night audit processes, hotel financial controls, payment reconciliation, guest folios, reservations, and end-of-day reporting, with the ability to review and validate another team member's work.
• Experience using a property management system, point-of-sale system, reservation platform, guest communication tools, and related hotel technology; confidence learning new systems is essential.
• Proven success handling complex guest escalations and service recovery with discretion, empathy, sound judgment, and an unwavering commitment to luxury hospitality standards.
• Clear written and verbal communication skills, including incident documentation, operational reporting, cross-department coordination, and concise leadership handovers.
• Flexible availability and willingness to work overnight shifts, weekends, holidays, and other shifts as operationally required; first aid, emergency response, or related safety training is an asset.

Skills & Competencies

• Leadership presence and personal accountability, with the confidence to direct overnight operations and make well-reasoned decisions when senior leaders are off site.
• Calm, decisive emergency response and situational awareness, with the ability to organize people, information, and resources under pressure.
• Exceptional guest relations and service recovery skills, balancing empathy, discretion, operational realities, and Cabot's luxury hospitality standards.
• Strong coaching, delegation, feedback, and performance-accountability skills that support a capable and engaged overnight team.
• Sound operational and financial judgment, including the ability to identify audit exceptions, assess risk, verify controls, and escalate material concerns appropriately.
• Excellent prioritization, cross-department collaboration, documentation, and shift-handover discipline, with close attention to details that affect the next day's operation.
• High integrity, confidentiality, resilience, adaptability, and confidence working overnight in a dynamic hotel environment with limited immediate support.

Benefits

• Complimentary Season’s Pass to Revelstoke Mountain Resort, providing access to world-class skiing and year-round mountain experiences
• Comprehensive Health, Dental, and Vision benefits following eligibility
• RRSP matching program after 6 months of employment
• Opportunities for career growth and advancement within a dynamic and expanding hospitality organization

At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at