Night Manager

Overview

Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time during the night.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house counts and expected arrivals/departures/ VIPs.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• To complete night audit and related accounting procedures.
• Monitors the front desk activities with regards to rebates, billing instructions, discounted rates in compliance with hotel policy.
• To be responsible for the security of the hotel and the night operation.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor night staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor late arrivals and early departures; anticipate critical situations and assist wherever.
• Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor and ensure that express checkouts are processed through the system.
• Monitor the staff's interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

Experience Minimum two years’ experience as a Front Desk Agent, preferably in a luxury or ultra-luxury hotel.

Education College diploma

General Skills Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and resolving problems using good judgment,…