Night Manager

SUMMARY: Ensures that goals are being translated to the team as they relate to guest tracking and productivity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
• Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.
• Extends professionalism and courtesy to employees at all times.
• Communicates/updates all goals and results with employees.
• Provides excellent customer service by being readily available/approachable for all guests.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department request.
• Ensures all team members meet or exceed all hospitality requirements.
• Ensures a viable key control program is in place.
• Establish a service-focused culture through leading daily “Huddle” meetings with Front Office, Maintenance and Housekeeping staff.
• Knowledge and enforcement of Fire Alarm system and all Emergency Procedures.
• Ensure security of guests, fellow team members and Hotel assets.
• Must become CPR certified, MSDS trained, and complete all Brand-required specific training programs.'
• Must exhibit a professional demeanor and all times and lead by example.
• Interact with internal and external customers in a positive, professional and accommodating manner.
• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, team member issues etc.
• Must perform any other required duties as requested by the Assistant General Manager to aid in better operation of the Hotel and service to the guests.

• Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Professional high standards for personal appearance and grooming, which include appropriate attire and name tag according to brand standard.
• Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.
• Be familiar with and adhere to Legacy Ventures Service standards as outlined in the Blueprint and other policies / rules of conduct, to include personal appearance / grooming, attendance and safe / efficient operations.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

Qualifications

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires a minimum of 1-2 years of leadership experience in a hotel environment.
• Must have a flexible schedule and ability to work days, evenings or nights any day of the week, including weekends and holidays.
• Must have exceptional customer service skills.
• Demonstrated ability to perform multiple tasks in a busy environment and remain flexible.
• Ability to work well in a team environment.
• Must have a self-starting personality with an even disposition to effectively communicate with guests and staff.
• Maintain a professional appearance and manner at all times. Can communicate well with guests.
• Must possess thorough knowledge of all guest services department operations, and individual job requirements.
• Possess excellent written, verbal, and organizational skills. Computer literacy and financial management a must.
• Ability to resolve guest, supervisor and employee conflicts.

  Technical Requirements

• Track record for driving and meeting guest service satisfaction.
• Assume responsibility/accountability.
• Provide leadership to the department to achieve their goals and objectives.

Education and/or Experience: College degree preferred. High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other associates of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to ensure individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The associate is occasionally required to walk and reach with hands and arms.

The associate must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.