Night Manager

Job Description

• Take ownership and responsibility for Duty Management shifts

• Record in the Duty Log all/any incidents that occur in the hotel and follow up with the Assistant Director of Rooms

• Report any accident, incident, theft for both internal and external guests, and liaise with Security & Safety Manager as appropriate

• Knowledge of all arrivals and departures, using guest name at all times

• Check current day arrivals and departures, taking appropriate action in the event of fully booked situations

• Fully conversant with current availability situation at any given time, and also future availability

• Complete knowledge of all features and services (including Food & Beverage outlets, spa/gym - menu/price/promotions/hours)

• Fully conversant with all hotel room types, numbers, layout, locations, rates

• Fully conversant with special packages, short and long-term promotions (hotel, outlets, spa)

• Liaise with Housekeeping and Engineering as required for Out Of Order rooms

• Ensure accuracy of input into reservation/front desk systems, and content/legibility of registration cards

• Manage upselling opportunities, email capture and other Front Office initiatives

• Ensure all necessary supplies are available for the Front Desk in order to work efficiently and oversee ordering/completion of Purchase Orders in line with hotel policies and procedures

• Undertake and complete any special projects, tasks or other reasonable request by Assistant Director of Rooms

• Meet and welcome regular, global card holders and VIP guests

• Ensure Front Door entrance is covered at all times

• Ensure guest privacy and security, respecting confidential information

• Maintain and effectively utilize guest profiles through Opera and fully support collection of preferences and Customer Recognition Programme (CRP) role

• Ensure all guest special requests are followed through and administrated

• Ensure Front Desk Agents are fully conversant with correct policies and procedures for: Reservation enquiries and booking requests, allocation of rooms, pre-allocation and handling of Group arrivals, registering guests, offering assistance with luggage and/or escort to guestrooms, VIP guests/walk-ins, and handling complaints/feedback.

Qualifications

• High School Diploma or equivalent required

• College Degree in Business, Hospitality, or Related field preferred

• One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel

• Enter and locate work related information using computers and/or point of sale systems • Possess a gracious, friendly, and fun demeanor

• Ability to multitask, work in a fast paced environment and have a high level attention to detail

• Strong verbal and written communication skills in English

• Maintain positive and productive working relationships with other employees and departments

• Ability to work independently and to partner with others to promote an environment of teamwork

• Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations