Night Manager

JOB DESCRIPTION

Job Title: Night  Manager

Department: Front Office

Supervision Exercised:  Front Office Department

Supervision Received: Front Office Manager and Director of Rooms

JOB SUMMARY

Responsible for the supervision 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.

JOB DUTIES

·         Maintain complete knowledge at all times of:

o    All hotel features/services, hours of operation.

o    All room types, numbers, layout, decor, appointments and location.

o    All room rates, special packages and promotions.

o    Daily house count and expected arrivals/departures.

o    Room availability status for any given day.

o    Scheduled in‐house group activities, locations and times.

o    All hotel and departmental policies and procedures.

·         Meet with departing Front Desk Manager or Night Auditor to review business status and follow up items.

·         Access all function of computer system according to established procedures and standards.

·         Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which could compromise the department's standards and delegate these tasks.

·         Conduct pre‐shift meeting with staff and review all information pertinent to the day's business.

·         Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff, PBX Staff, and Reservations Staff.

·         Monitor the check‐in/check‐out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

·         Monitor the staffs' 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.

·         Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

·         Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.

MINIMUM REQUIREMENTS

·         High school graduate or equivalent, some college

·         Previous experience in guest services

·         Two years’ experience as a Front Office Agent, preferably a four star hotel

·         Must be able to satisfactorily communicate in English with guests, management and co‐workers

·         Must be able to provide legible communication

·         Ability to enforce hotel's standards, policies and procedures with Front Desk staff.

·         Ability to prioritize and organize work assignments; delegate work

·         Ability to direct performance of staff and follow up with corrections where needed

·         Ability to be a clear thinker, analyze and resolve problems exercising good judgment

·         Ability to focus attention on details

·         Ability to suggestively sell available rooms

·         Ability to input and access information into system

·         Ability to remain calm and courteous when consulting with demanding, difficult guests   and/or situations

·         Ability to perform job functions to standards under pressure of multiple arrivals and departures

·         Ability to ensure security and confidentiality of guest and hotel information

·         Ability to work without direct supervision

·         Must be able to accurately compute mathematical calculations