Night Manager

Job Description

Night Manager

Inspiring and engaging. As a Night Manager, you will show your leadership and interpersonal strengths to maximize the Rooms Operations, and ensure an exceptional guest journey.

What is in it for you:

– Employee benefit card offering discounted rates in Accor worldwide

– Learning programs through our Academies

– Opportunity to develop your talent and grow within your property and across the world!

– Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

– Reporting to Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

– Ensure the daily smooth running of the Night Team with regards to directing:

– Assistant Night Manager, Night Auditors (Café Audit and Rooms Audit), Front Desk Agent, Night Bellmen

– In conjunction with the Front Office and Comptroller:

– Develop and implement hotel standards

– Formalize and improve work processes (Front Desk/Accounting)

– In conjunction with the Front Office Manager, ensure hotel standards are maintained by:

– Recruiting the best

– New and ongoing employee training

– Developing colleagues to achieve greater heights

– Encourage, support and assist staff in career development

– Ensure service standards are met and exceeded

– Uphold staff appearance and grooming procedures

– Direct staff in maintaining clean, tidy and an organized work area at the front and back area of the Front Office.

– Prepare the Night Audit Schedule to provide maximum efficiency while meeting Labor budgets and guidelines for:

– Assistant Night Manager, Night Auditors

– In conjunction with the Front Office Manager, develops and adheres to staff and expense budgets

– In conjunction with the Front Office Manager, creates and defines scope of departmental positions, including responsibilities

– In conjunction with the Front Office Manager, develops working departmental relationships

– Attends or sends a designate to all pertinent meetings which require the presence of a Night Team representative such as:

– Department Heads Meeting

– Health & Safety

– Green Committee

– Service Plus

– Builds and maintains a liaison with key departments (Housekeeping, Guest Services, Security Services, Communications, Room Service, etc) to ensure smooth arrival and departure experience.

– Co-ordinates any changes with above noted departments and communicates guest satisfaction and concerns that may arise with any related problems

– Handles guest complaints and assists in resolution

– Communicates with Royal Service or appropriate department regarding any concerns or deficiencies

– Communicates with sales/catering and all other departments as needed on the outcome, challenges and successes of all functions

– Ensures a high level of department morale is maintained by:

– Coaching and counseling of Assistant Managers, Night Auditors and employees

– Chairing monthly communication meetings

– Promoting and participating in special events and employee outings

– Coach and council Assistant Manager, and Night Auditors by:

– Conducting and follow up of performance reviews

– Implementing disciplinary process and follow through with full authority up to Terminations with approval of the General Manager

– Aiding them so they may excel in their positions

– Ensure that all financial reporting is maintained and accurate inclusive of:

– Ensuring accuracy of payroll

– Reviewing financial reports to ensure accuracy (Rooms Audit and F&B Audit).

– Open and build rapport with other hotel departments to strengthen relationships and goodwill

– Follow direction in a constructive approach to achieving department goals with regards to:

– GSI (Guest Service Index)

– EOS (Employee Opinion Survey)

– Health and Safety Quotes

– Thorough knowledge of emergency procedures and general crisis situation procedures.

– Complete monthly and quarterly projects as necessary.

– Actively see feedback and follow up on Guest comments.

– Develop and implement new systems and standards for Night Audit.

– Responsible for the Health and Safety of all departments and guests for the night period.

– To act on behalf of the Executive Offices with the authority to ensure company and Hotel standards and procedures are maintained.

– Ensure the daily audit is balanced and any discrepancies are brought to the Comptroller’s immediate attention.

– Complete daily backup of the Property Management System.

– Complete all other duties as assigned by the Front Office Manager and Comptroller that relate to the overall operation of the Hotel overnight.