Nights Manager

Job Title: Nights Manager

Salary: £38,000 - £40,000 per annum

Contract Type: Full-Time, Permanent

Hours: 44 hours per week

This role is based on-site at Langdale Hotel and Spa, Ambleside, LA22 9JD.

Role Summary

We're looking for an experienced Nights Manager to join our team at Langdale Hotel and Spa. The Nights Manager has overall responsibility for the safe, secure and effective overnight operation of the Langdale Estate.

The Nights Manager provides leadership, direction and support to the overnight team. The role requires an experienced and confident leader who can manage incidents, make commercial and operational decisions independently and ensure a seamless transition between evening, overnight and daytime operations.

The Nights Manager maintains a visible presence across the Estate, promoting high standards of professionalism, presentation and guest care while ensuring the night operation consistently supports the wider objectives of the business.

Key Responsibilities

Leading the Night Team, including Night Supervisors and Night Porters, you will act as the most senior operational representative on the Estate overnight and are accountable for ensuring exceptional guest service, operational efficiency, security, safety and compliance throughout the night.

Leadership & Night Operations Management

• Lead and manage the overall overnight operation across the Langdale Estate.

• Directly manage and support the Night Supervisors, providing coaching, performance management and ongoing development.

• Provide leadership to the wider Nights Team, ensuring clear accountability, effective communication and consistent standards.

• Plan, organise and coordinate overnight activities to ensure all operational requirements are completed efficiently.

• Monitor staffing levels and deployment to ensure appropriate cover across the Estate.

• Support recruitment, induction and training of Night Team members.

• Conduct regular performance reviews and provide constructive feedback to support individual and team development.

• Identify opportunities to improve overnight procedures, efficiency and guest satisfaction.

• Take ownership of significant operational issues and ensure appropriate resolution.

• Escalate serious incidents, operational concerns or business risks to senior management when necessary.

Guest Experience

• Ensure guests receive an exceptional level of service throughout the night.

• Act as the senior escalation point for guest complaints, service recovery and complex requests.

• Make informed decisions to protect guest satisfaction while balancing operational and commercial requirements.

• Support the resolution of accommodation issues, room moves and guest relocations where necessary.

• Ensure public areas, guest facilities and key operational spaces are maintained to the highest standards overnight.

• Monitor guest feedback and overnight service issues, identifying trends and improvement opportunities.

• Promote a guest-focused culture across the Night Team through leadership and example.

Security, Safety & Estate Responsibility

• Hold overall responsibility for the security and safety of the Estate overnight.

• Ensure robust security procedures, patrol schedules and safety checks are consistently completed.

• Lead the overnight response to emergencies, major incidents and business continuity situations.

• Act as Incident Controller during overnight emergencies until relieved by a senior manager or emergency services.

• Ensure compliance with health and safety legislation, fire safety procedures and company policies.

• Monitor and review incident trends and implement preventative actions where appropriate.

• Ensure all incidents, accidents and near misses are appropriately investigated, recorded and reported.

• Maintain oversight of CCTV monitoring and security response procedures.

Financial & Operational Accountability

• Oversee completion of the nightly audit process and ensure accuracy of operational and financial reporting.

• Review audit outputs, discrepancies and unresolved issues, ensuring appropriate follow-up action is taken.

• Ensure overnight revenue, billing and financial reconciliation processes are completed accurately and securely.

• Monitor expenditure and departmental stock usage relating to night operations.

• Support budgetary control through effective management of resources and labour deployment.

• Produce operational reports and management information as required.

Communication & Cross-Department Coordination

• Act as the primary overnight liaison between departments across the Estate.

• Ensure effective communication between Guest Services, Housekeeping, Maintenance, and Food & Beverage teams.

• Provide detailed handovers to the Hotel General Manager and relevant departmental managers.

• Ensure significant guest issues, operational concerns and incidents are clearly documented and communicated.

• Maintain professional and effective working relationships with all departments.

• Represent the business professionally and ensure all Night Team members maintain the same standard.

Standards, Compliance & Continuous Improvement

• Ensure all night procedures, policies and operating standards are consistently followed.

• Conduct regular audits of overnight performance, cleanliness, presentation and compliance standards.

• Identify operational risks and implement preventative measures.

• Drive continuous improvement initiatives within the night operation.

• Support wider business projects and operational objectives as required.

• Ensure the Night Team remains engaged, motivated and aligned with company values.

Our Ideal Candidate

Passionate; Original; Daring; Flexible; Engaging; Curious; Unforgettable; Different. All about the Guest.

• An experienced people manager with the confidence to lead an operational team independently overnight.

• Proven ability to manage supervisors and develop high-performing teams.

• Friendly, approachable and highly guest-focused.

• Calm and decisive under pressure, particularly during emergencies or operational challenges.

• Strong leadership and decision-making skills, with the ability to balance guest satisfaction, operational requirements and commercial considerations.

• Excellent communication and influencing skills.

• Organised and able to manage multiple priorities across a large and varied estate.

• Strong problem-solving skills and sound judgement.

• Comfortable analysing operational and financial information and making informed decisions.

• Confident using hotel management systems and completing operational reporting.

• Flexible and reliable, with the ability to work overnight shifts, weekends and bank holidays.

• Committed to maintaining exceptional standards of service, safety, professionalism and presentation.

Experience & Qualifications

Essential

• Previous experience in a management or senior supervisory role within hospitality, hotels, operations or a similar environment.

• Experience managing teams and handling guest escalations.

• Experience working with operational systems and reporting processes.

Desirable

• Hotel night management experience.

• Fire Marshal, First Aid at Work or similar Health and Safety qualifications.

• Experience managing security or incident response procedures.

• Knowledge of Property Management Systems (PMS) and night audit processes.

What We Offer

• Be our guest with a yearly complimentary stay in our Langdale hotel, B&B rate for one night.

• Get fit for free with complimentary access to our Fitness and Leisure Facilities.

• Get fed for free with meals available in our staff canteen.

• Get recognised with a chance to win cash prizes through Guest Nominations and for colleagues voting you a Langdale Superstar.

• Get a bonus of up to £300.00 with out Refer a Friend scheme.

• Get support with access to our confidential and impartial Employee Assistance Program (EAP) supported by our team of trained Mental Health First Aiders.

• Get it for less with staff discounts in Wainwrights Inn, Brimstone Spa, Brimstone Hotel and Stove Restaurant alongside external discounts such as Kendal Physio, Windermere cruises and B&Q trade.

• Get security after 6 months of service, you will gain enhanced Sick Pay and Life cover up to twice your salary.

Equal Opportunity Employer

Langdale is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. We're committed to fostering an inclusive workplace where unique backgrounds, perspectives, and talents flourish. Our dedication to diversity fuels innovation, ensuring we remain at the forefront of our industry. Join us and be a part of a team that celebrates differences, creating a brighter, more diverse future together.

Working conditions

This role is based on-site at Langdale Hotel and Spa, Ambleside, LA22 9JD.

Staff accommodation or relocation support may be available for exceptional candidates.

All candidates must have the legal right to live and work in the UK at the start of employment.

Company overview

Set in the heart of the English Lake District and surrounded by breath-taking scenery the Langdale Estate offers a choice of luxury hotel, self-catering and timeshare accommodation, spa experiences and therapies, restaurant, and bar.

At Langdale we pride ourselves on giving our guests an exceptional service and so we want people who want to make a difference, who care about creating a guest experience that is unique and memorable.

Purpose, vision & values

• Timeshare owners and Guests should be at the centre of everything that we do.

• Our people are important, and we should aim to do our very best by them at all times.

• It is incumbent upon us all to ensure that the business is sustainable so that it can deliver the owners needs and ensure that our people prosper.

• The natural environment and our communities are central to our thinking at all times.