Night Manager

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Night Manager, you’re not just overseeing overnight hotel operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

What It Takes to Make the Stay

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to effectively deal with team members and guests who will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. 

• Excellent interpersonal skills to provide overall guest satisfaction.

• Competence in using relevant technology and software.

• Ability to multitask and prioritize tasks efficiently.

• Ability to read, write, speak and understand the English language to communicate effectively with guests and team members to ascertain and document appropriate information.

• Ability to effectively deal with internal customers and external guests, which requires tact patience and diplomacy

• Ability to lead, delegate, follow up and supervise staff

• Knowledge of handling hotel emergencies

• Complete knowledge of hotel operations

Here's what you'll do during a typical day:

ESSENTIAL FUNCTIONS

• Exercises full hotel authority in the absence of the General Manager during the night shift. Serves as Manager-On-Duty to ensure effective interdepartmental operations and to address and resolve guest and team member questions or issues. Ensures total guest satisfaction and safety.
• Ensures quality appearance, cleanliness, and lighting. Reports any deficiencies and safety hazards to the engineer on duty. Follows up to ensure deficiencies have been addressed and/or corrected. 
• Oversees the preparation of daily summary reports for distribution to various hotel departments on the day's business activities. 
• Oversees the daily shift closing of Front Desk Agents and Supervisors.

• Ensures proper handover to the morning shift.

• Identifies discrepancies, provides constructive feedback, training and coaching to Team Members. 

• Reports recurring errors to Front Office Manager for further action.

• Actively participates in training and reviewing Team Member performance.

• Supervises and trains night Guest Services Agents to ensure guests are satisfied with their stay and reports are accurately completed. Maintains overall supervision of all night shift team members. 

• Ensures a speedy resolution of any problems that may arise during the shift.

• Serves as FPG Champion and ensures each Team Member is equipped with all the necessary tools for successful upselling.

• Participates in preparation and conducting of Team Member probation/annual reviews. 

• Other duties and projects assigned by the Management.

SUPPORTIVE FUNCTION

In addition to performance of essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Talks and interacts with guests to help ensure a relaxing and entertaining environment within the hotel

• Handles guest relocations whenever necessary

• Other duties and projects assigned by the management

• Addresses concerns and reviews the status of overnight operations and issues with concerned department heads to ensure quality.

• Manages any emergencies or discrepancies during the shift.

• Assists with the duties of other departments in case of limited staff and upon Management request.