The Cooper · 2 days ago
Assistant Front Office Manager - Night
Charleston, SC
Full-time
Onsite
Mid, Senior Level
3+ years expThe Cooper Hotel is seeking an Assistant Front Office Manager - Night to oversee all hotel operations during overnight hours. This role ensures luxury guest service and operational integrity while supervising the team and managing guest concerns and emergencies.
Hospitality
Responsibilities
Oversee the smooth and secure operation of the hotel during nighttime hours, including Front Desk, Housekeeping, Engineering, Security, Food & Beverage and Culinary
Serve as the primary point of contact for all guests, staff, and external partners during the overnight shift
Ensure all public areas are orderly and reflect Forbes 5-Star presentation at all times
Conduct walkthroughs of the property to ensure safety, cleanliness, and security standards are met
Personally engage with late-arriving guests and provide discreet, proactive solutions to any concerns or special requests
Manage all service recovery situations promptly and graciously to exceed guest expectations
Maintain awareness of VIPs, repeat guests, and special occasions, ensuring personalized nighttime attention
Write detailed pass-on reports for day leadership regarding overnight incidents or guest feedback
Provide coaching and guidance to overnight staff, reinforcing service values and operational protocols
Foster a respectful, collaborative team culture, ensuring all associates feel supported and motivated
Oversee and verify the Night Audit process, ensuring accuracy in daily revenue reporting and compliance with accounting procedures
Confirm all transactions are properly posted, room charges reconciled, and shift closings are accurate
Coordinate with Finance or Revenue Management for reporting discrepancies or unusual patterns
Respond to and manage all guest or staff emergencies, including medical events, fire alarms, evacuations, and security concerns
Serve as the key decision-maker during overnight crises, following property and corporate escalation protocols
Maintain accurate logs of incidents and ensure proper documentation is submitted to management
Liaise with Day Management, Engineering, Housekeeping, and Security to ensure continuity in guest experience and operational issues
Prepare detailed shift handover documentation, including any outstanding requests or notable observations
Support next-day operations by preparing early check-ins, amenity setups, and guest request follow-through
Qualification
Required
Minimum 3–5 years of experience in luxury hospitality with at least 2 years in a leadership or MOD role; Forbes 5-Star experience preferred
Strong background in front office operations, night audit processes, and service recovery
Deep understanding of Forbes Travel Guide standards and luxury guest expectations
Exceptional interpersonal, problem-solving, and crisis management skills
High level of discretion, emotional intelligence, and poise under pressure
Proficiency in hotel PMS, POS systems, and Microsoft Office Suite
CPR/First Aid certified or willing to obtain certification
Ability to stand and walk for extended periods during night shifts
Capable of responding to emergencies and moving throughout the property quickly when required
Must be available to work overnight, weekends, holidays, and on-call as needed
Must be able to lift equipment, supplies, etc. of at least 30 pounds
Must be able to resolve problems, handle conflict, and make effective decisions under pressure
Good hearing is necessary for effective communication with colleagues, guests, and stakeholders
Company
The Cooper
Nestled on the emblematic Cooper River, The Cooper offers a unique haven where refined elegance, laid-back living, and impeccable service harmonize into a magnetic guest experience.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase