Overnight Manager

Job Description

• Create a positive work environment for all overnight team members.
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. 
• Review the room availability and check status of departures on a daily basis.
• Manage Front Office with sharp business acumen, maximizing occupancy, revenue and average rate while minimizing guest relocations.
• Assist in forecasting, evaluate daily room revenue and labor vs business levels.
• Relay all pertinent information to the guest Service and Front Desk Agents, the following shift supervisor, Front Desk Manager, and all relevant areas in the rooms division.
• Supervise, coach, and mentor the Front Desk Agents ensuring the correct sequence of events for proper registration and checkout of guests. 
• Assign breaks and specific tasks relative to credit, missing addresses, printing registration cards, registering and keying guests, creating check-in packets, posting charges, and overall cleanliness and organization of the Front Desk.
• Ensure required reporting is accurately completed and sent out per compliance guidelines.
• Manage staffing levels as occupancy fluctuates.
• The number one priority is to be driving the standards while out on the floor with the Front Desk Agents and Bell Attendants. 
• Ensure efficient guest registration, check out, and telephone service.  Ensure that all duties are completed in accordance with established policies, procedures, and standards.
• Handle any guest challenges that may arise and offer meaningful resolution. 
• Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the Front Desk Agents so the problem does not arise again.
• Create a welcoming environment for all guests and patrons
• Accept requests from guests regarding luggage handling and storage, delivery of items. Maintain all logbooks, keeping them accurate, updated and in good order. 
• Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved.
• Conduct daily pre-shift meetings. 
• Participate in ongoing training of colleagues for continued performance improvement. Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.
• Inspect colleagues’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.
• Manage successful coordination of overnight requests for maintenance and housekeeping, and offer appropriate follow-up.
• Ensure standards including LQA/Forbes 5 stars are adhered to by all overnight team members.
• Conduct audits and self-audits to ensure compliance of standards.
• Participate in the talent selection and recruitment for front office overnight colleagues.
• Lead the talent management initiatives and activities such as reviews, coaching, training, and disciplinary actions
• Conduct employee performance reviews.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily. 
• Exchange currency for guests. 
• Maintain a daily log of all guests’ opportunities with corrective action steps.
• Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
• Handle fire panel activity
• Manage different emergency situations as they arise
• When necessary, actively contribute to the successful operation of the hotel by labeling, handling, and/or storing guest luggage or delivering guest items on request.
• Support bell, door, valet, Royal Service, and concierge desk as needed.
• Understand and practice the local and federal laws and regulations as they affect Fairmont Breakers.
• Prepare special reports, manage projects, and take on new initiatives as directed by management.
• Review and approve payroll timesheets
• Regular and predictable attendance
• Any other duties as assigned

Qualifications

• 2 Years of leadership experience in hotel Front Office required
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Ability to speak Spanish an asset
• High school or equivalent education required.  Bachelor’s Degree preferred
• Previous experience managing emergency situations
• Requires good communication skills, both verbal and written
• Proficiency with systems, namely Microsoft Office and Opera Cloud
• Must possess basic computational ability.  
• Must be able to handle delicate situations, prioritizing hotel and guest privacy.
• Ability to act decisively, independent of input to ensure compliance with all Fairmont policies and procedures
• Ability to lead and manage team members, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary
• Ability to solve problems and make rational decisions.
• Knowledge of Hotel operations, its services, and facilities.
• First Aid CPR certification an asset