Night Manager
1 month ago
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS Job Description The Night Manager is primarily responsible for supervising all the Receptionists while they are on shift, ensuring all tasks are completed on a daily basis and that the shift runs smoothly, being the main point of communication for Reception and all other operating departments, such as Housekeeping and Engineering.Supervise Receptionists/Guest Service Agents, assisting them with issues that may arise and ensuring that all tasks are completed up to Fairmont standardsEnsure staff have their breaks, according to the number of hours workedEnsure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all timesEnsure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidyBe fully competent in all reception and cashier dutiesCover all shifts if requiredCover Rooms Coordinator shifts if requiredLiaise with other Departments in regards to special guest requirements (i.e. Uniform/Guest Services, Florist, Housekeeping, In Room Dining)Be present at the Reception/Front Desk whenever possibleDeal promptly and effectively with any complaintsMeet and greet VIP guestsCo-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possibleConduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problemsLiaise with Housekeeping as to which rooms do not need to be turned down if occupancy allowsLiaise with Concierge to ensure swift baggage dispatch and collectionFollow up on late cancellations and no shows and charge when appropriateInform the receptionist/cashiers of new memos during the handoverCheck the next days arrivals correspondence, confirming car-, restaurant- and theatre-bookings. Ensure that all guest needs are dealt with satisfactoryCoordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists/Guest Service AgentsDeal with room moves, and ensure seamless communication of these with the relevant departmentsCheck potential room revenue for any discrepancies and do necessary correctionsBalance the screen (room types) for next dayMaintain amicable and co-operative working relations with all other departmentsTo be responsible for identifying any training needs of Reception/Front Office staff and communicating these to the Front Office Training ManagerEnsure enough supplies of all stationary items are in storageAssist the Director of Front Office and Assistant Director of Front Office in all aspects of the department and ensure service standards are followedManage any emergencies on the desk and take necessary actionsFollow up all audit points with regards to LQA, JD Powers, etc..Assist guests regarding hotel facilities in an informative and helpful wayFollow department policies, procedures and service standardsFollow all safety policies Other duties as assignedThe Night Manager may be required to carry out other duties, directed by the Assistant Director of Front Office Qualifications Previous Front Office experience in supervisory/management capacity in hospitality is required.Service focused personality is essential and previous leadership experience requiredPrior experience working with Opera or a related systemProven ability to build and maintain good relationships with all stakeholdersCommunicate thoughts, actions and opportunities clearly with strong networking skillsAbility to lead by example, believe in a strong team culture and set the scene for high performanceExcellent written and verbal communication, interpersonal and leadership skillsFluency in English; additional languages are a plus Additional Information Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.Your team and working environment:Opportunities to make your mark. We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accors Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.Your experience and skills include:Excellent interpersonal and communication skillsAbility to prioritize work in an environment with multiple interestsAbility to handle complex and confidential information with discretion
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