Night Manager

Job Overview:

The Night Manager is the Manager on Duty and responsible for all hotel operations during overnight shift hours, focusing on Front Office operations, night audit and hotel safety/security. The Night Manager verifies front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial records. Tracks room revenue, occupancy percentages, and other front office operating statistics. He/she prepares a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day. Posts room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier.

The Night Manager assists the Front Office Manager in all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures.

The Night Manager provides leadership and support to all members of the Front Office and must ensure that standards of Excellence in all areas are supervised.

DUTIES & RESPONSIBILITIES

General Activities

1. Exceeding Customer Expectations
   • Providing services that are above and beyond for customer satisfaction and retention.
2. Demonstrating Leadership
   • Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
3. Improving Service
   • Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
4. Developing and building teams
   • Encouraging and building mutual trust, respect and cooperation among team members.
5. Demonstrating appropriate behaviors
   • Serving as a role model to demonstrate appropriate behaviors.
6. Supervising Associates
   • Supervising and managing associates. Managing all day-to-day operations. Understanding associates positions well enough to perform duties in associates’ absence.
7. Communicating with Supervisors, Peers or Subordinates
   • Providing information to supervisors, co-workers and subordinates by telephone, in written form, email or in person.
8. Making Decisions and Solving Problems
   • Analyzing information and evaluating results to choose the best solution and solve problems.
9. Managing Daily Operations of the Area or Department
   •  Managing day-to-day operations, ensuring quality, standards and meeting the expectations of the customers on a daily basis.
10. Coaching and Developing Others
    • Identifying the developmental needs of others and coaching, mentoring, or helping others to improve their knowledge or skills.
11. Guiding, Directing, and motivating Subordinates
    • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
12. Communicating Information Timely
    • Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
13. Organizing, Planning and prioritizing Work
    • Developing specific goals and plans to prioritize, organize, and accomplish your work.
14. Resolving Conflicts and Negotiating with Other
    • Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
15. Monitoring and Communicating Customer Recognition/Service
    • Implementing the customer recognition/service program. Communicating and ensuring process.

Specific Tasks

• Received master key, mobile phone & verbal endorsement from out-going shift. Read Front Desk Manager logs/Check the remaining BQT functions.
• Resolve remaining traces, check on house status and extend due-out PM accounts.
• Prints reports based on the night audit check list
• Monitor Marriott Bonvoy enrollments one by one and check if valid and in-house. Report out to Front Office Manager any discrepancies.
• Ensure optimal Marriott Bonvoy occupancy capture by monitoring membership attachment rates for in-house guests, identifying duplicate or inconsistent enrollments, and implementing corrective measures in coordination with the Front Office Manager. 
• Check Rate Variance Report for any inconsistencies.
• Posts room charges and taxes to guest accounts.
• Conduct midnight briefings with associates from other departments
• Check Room Upgrades and complimentary room reports with attachments to ensure that all rooms are with upgrade reason.
• Ensure all Electronic Data Capture machines are settled.
• Posting of No Show charges are accurate.
• Processes guest charges voucher and credit card vouchers.
• Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.
• Monitor and process Mobile Guest Services requests and GXP cases on time.
• Conduct Hotel / Perimeter rounds. Ensure all areas are clean & free from fire hazards. Ensure MC, Fitness Center & Executive Lounge associates report on time. Check on the functions for the day and opening of outlets are in place.
• Transfer charges and deposits to master accounts.
• Checks to see that all charges are assigned to the appropriate departments.
• To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system.
• Prints up and files reservations for the next business day.
• Verifies all account postings and balances.
• Verifies that room rates are correct and posts those rates to guest accounts.
• Monitors the current status of coupon, discount, and other promotional programs.
• Is able to function as a front desk agent especially in terms of check-in and check-out procedures.
• Tracks room revenues, occupancy percentages, and other front office statistics.
• Prepares a summary of cash, check, and credit card activities.
• Summarizes results of operations for management.
• Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information.
• Prepare of End of day procedure.
• Follow the End of Day / Night Audit Checklist
• Must have complete knowledge of emergency procedures.
• Balance the day’s charges, making corrections as necessary.
• Run end of day process in property management software (PMS).
• Understand principles of auditing, balancing, and closing out accounts.
• Knows how to operate PMS, typewriters, and other front office equipment's.
• Respond to guest needs, special requests and complaints and alert the appropriate manager as needed
• Responds to and handles guest problems and complaints
• Sets a positive example for guest relations
• Empowers associates to provide excellent customer service
• Observes service behaviors of associates and provides feedback to individuals
• Solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.
• Trains staff and monitors adherence to all hotel and partner companies’ policies and procedures to reduce bad debts and rebates
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction
• Supervises same day selling procedures to maximize room revenue and control hotel occupancy
• Supervises Front Desk shift operations and ensures compliance with all policies, standards and procedures
• Ensures associates understand customer service expectation and parameters
• Brings issues concerning associate’s satisfaction to the attention of the department manager and Human Resource
• Performs all duties in the desk as necessary
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Assist as needed in the interviewing and hiring of associate team members with the appropriate skills
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team
• Interacts with guests to obtain feedback on product quality and service levels
• Ensure hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating procedures (SOPs and LSOPs and support the Peer Review Process
• Supervises all areas of the Front Office in the absence of the Front Office Manager
• Ensure that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and procedures desired result
• Front Desk shifts whenever necessary
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
• Participate in departmental meetings and continually communicates a clear and consistent message regarding the concierge desk goals to produce desired results
• Understands the impact of department’s operations on the overall hotel financial goals and objectives and manages to achieve or exceed goals
• Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job
• Participate in associate progressive discipline procedures

Other

• Performs other duties as assigned to meet the business need