รายละเอียด

Position Overview

The Night Manager is responsible for overseeing resort operations during assigned shifts, with particular focus on evening and overnight operations. The role ensures that guest needs are handled professionally, safety and security standards are maintained, operational issues are resolved promptly, and the resort continues to operate smoothly in the absence of senior management.

This position acts as the Manager-on-Duty during assigned shifts and serves as the main point of contact for guests, employees, and third-party service providers after normal management office hours. The Night Manager / Duty Manager works closely with the Operations Manager, Front Office, Housekeeping, Security, Engineering, Experiences, Wellness, and other departments to ensure service consistency, guest satisfaction, and operational control.

Key Responsibilities
1. Pre-Opening
1.1 Operational Readiness & Standards
• Supports the Operations Manager in preparing operational procedures, checklists, and handover processes for evening, overnight, and duty management shifts.
• Assists in developing Manager-on-Duty procedures, including escalation protocols, guest complaint handling, emergency response, incident reporting, and shift handover standards.
• Participates in pre-opening simulations, mock operations, guest journey walkthroughs, and service rehearsals to ensure readiness for opening.
• Supports the setup of night operations, including overnight staffing plans, patrol routines, guest request handling, safety checks, and communication channels.

1.2 Training & KAIA Culture
• Participates in KAIA brand, service, safety, and operational training to fully understand the resort’s philosophy, standards, and guest experience expectations.
• Supports the Operations Manager and L&D Manager in reinforcing KAIA service behaviours with Front Office, Security, Housekeeping, and other shift-based teams.
• Ensures employees working during evening and overnight shifts understand service expectations, grooming standards, communication protocols, and escalation procedures.

1.3 Systems & Reporting
• Supports the testing and implementation of operational systems relevant to night and duty management, including PMS, guest messaging tools, incident logs, maintenance request systems, and handover reports.
• Assists in creating templates for night reports, duty manager reports, incident reports, guest feedback logs, and lost-and-found documentation.
• Works with Front Office and Accounting to understand night audit processes, revenue checks, cashiering controls, and shift balancing procedures.
2. Resort Operations
2.1 Manager-on-Duty Responsibilities
• Acts as the Manager-on-Duty during assigned shifts, representing resort management in guest-facing and operational situations.
• Oversees the smooth running of resort operations during evenings, nights, weekends, public holidays, or other assigned duty periods.
• Makes sound and timely decisions to resolve guest, operational, safety, or employee issues within delegated authority.
• Escalates serious matters promptly to the Operations Manager, Resort Manager, or relevant Department Head as required.
• Conducts regular walk-throughs of guest areas, back-of-house areas, arrival/departure points, public spaces, and operational zones to ensure standards are maintained.

2.2 Guest Service & Complaint Handling
• Handles guest requests, concerns, complaints, incidents, and special situations promptly, calmly, and professionally.
• Ensures service recovery is handled in line with KAIA standards, with appropriate follow-up and documentation.
• Maintains a visible and approachable presence for guests during assigned shifts, particularly during evening arrivals, late check-ins, departures, and high-activity periods.
• Supports VIP, special attention, and repeat guest handling by ensuring preferences and requirements are communicated and followed through.
• Reviews guest feedback, incidents, and handover notes to identify recurring issues and recommend improvements.

2.3 Night Operations & Security Coordination
• Oversees overnight resort operations, ensuring guest safety, security, comfort, and privacy are maintained at all times.
• Works closely with the Security team or third-party security provider to ensure patrols, access control, incident response, and emergency procedures are properly executed.
• Monitors noise, guest behaviour, late-night movements, and any activity that may impact guest comfort or resort safety.
• Ensures all night-shift employees and service providers follow safety, grooming, communication, and conduct standards.
• Coordinates with Engineering for urgent maintenance issues affecting guest comfort, safety, utilities, or operational continuity.

2.4 Front Office, Night Audit & Cash Control
• Supports Front Office during evening and overnight operations, including late arrivals, early departures, guest billing queries, room moves, and guest communication.
• Coordinates with Front Office and Accounting to ensure night audit, cashiering, payment, and revenue control procedures are followed accurately.
• Verifies that shift closing, cashier floats, postings, rebates, paid-outs, and supporting documents are completed according to policy.
• Ensures guest accounts and billing issues are handled professionally, accurately, and confidentially.
• Reports any irregularities, discrepancies, or control concerns to the Operations Manager and Accounting Manager.

2.5 Incident, Emergency & Risk Management
• Acts as the first management responder for incidents, emergencies, accidents, guest illness, security matters, fire alarms, power outages, severe weather, or other overnight situations.
• Ensures emergency procedures are followed and relevant parties are informed promptly.
• Completes accurate and timely incident reports, including facts, actions taken, witnesses, follow-up required, and escalation made.
• Works with Security, Engineering, Front Office, and relevant departments to manage risks and maintain a safe environment for guests and employees.
• Ensures lost-and-found procedures, key control, access control, and safety checks are properly followed.

2.6 Communication & Shift Handover
• Prepares clear and accurate duty manager / night manager reports for the Operations Manager, Resort Manager, and relevant Department Heads.
• Ensures all important guest issues, incidents, maintenance concerns, security matters, and follow-up actions are communicated during shift handover.
• Attends operational briefings and shares relevant updates from evening or overnight operations.
• Maintains effective communication with all departments to ensure continuity of service and timely resolution of issues.

2.7 Quality, Cleanliness & Product Integrity
• Monitors presentation and cleanliness standards in guest-facing areas during assigned shifts, including lobby, pathways, public toilets, wellness / experience areas, and arrival/departure points.
• Reports and follows up on maintenance, housekeeping, lighting, signage, landscaping, safety, or cleanliness issues identified during shift walk-throughs.
• Ensures the resort remains guest-ready and visually aligned with KAIA standards at all times, including during low-visibility overnight periods.

3. General
• Contributes to the morale and team spirit of the resort by maintaining effective working relationships with colleagues across all departments.
• Performs additional duties as reasonably directed by the Operations Manager and/or Resort Manager.
• Stays current with developments in hospitality operations, guest service, safety, security, and duty management practices.
• Is fully conversant with all health and safety, fire, emergency, evacuation, and crisis procedures.
• Maintains a high standard of personal presentation, grooming, dress, uniform, and body language.
• Represents the resort in a calm, polite, professional, and brand-appropriate manner at all times.
• Attends meetings, briefings, and training as required by the Operations Manager or Resort Manager.
• Ensures all activities are carried out honestly, ethically, and within the parameters of local law and company policies.

Required Qualifications
1. Education
• Bachelor’s degree or diploma in Hotel / Hospitality Management, Tourism, Business Administration, or a related field is preferred.
• Certification in first aid, fire safety, security awareness, or crisis management is an advantage.
2. Experience
• Minimum of 3–5 years’ experience in hotel or resort operations, preferably within Front Office, Rooms Division, or Duty Management.
• Experience in a luxury resort, boutique hotel, island resort, or remote location is an advantage.
• Previous experience as Night Manager, Duty Manager, Assistant Front Office Manager, Front Office Supervisor, or similar role is preferred.
• Pre-opening experience is an advantage.
• Thai National.
3. Skills
• Strong guest service and complaint-handling skills, with the ability to remain calm and professional under pressure.
• Good operational knowledge of Front Office, Rooms Division, safety, security, and night audit procedures.
• Ability to make sound decisions independently during evening or overnight shifts.
• Good understanding of cashiering, guest billing, shift balancing, and basic financial controls.
• Strong communication and handover skills, with clear written reporting ability.
• Good problem-solving and conflict-resolution skills.
• Familiarity with PMS, guest communication tools, incident reporting, and MS Office.
• Good command of Thai and English, both spoken and written.
4. Personal Attributes
• Calm, mature, and reliable, with the ability to take responsibility during unsupervised shifts.
• Guest-focused and service-minded, with genuine care for guest comfort, safety, and satisfaction.
• Observant and detail-oriented, able to identify issues before they become problems.
• Decisive and proactive, with strong judgement in sensitive or urgent situations.
• Honest, ethical, and discreet when handling guest information, incidents, and financial matters.
• Flexible and willing to work evenings, nights, weekends, and public holidays.
• Respectful, culturally sensitive, and able to work effectively with diverse guests and employees.
• Naturally aligned with KAIA’s values of quality, simplicity, sustainability, community, and genuine care.

What We Offer
Be part of an extraordinary journey at a resort that redefines luxury in outdoor hospitality. As our Night Manager / Duty Manager, you will play a key role in protecting the guest experience, maintaining operational standards, and ensuring the resort runs smoothly and safely at all times, especially during evening and overnight operations.