What are the responsibilities and job description for the Overnight Guest Experience Manager, OEM position at Highgate?
Overview
The Overnight Guest Experience Manager, OEM is responsible for ensuring that all daily reports are generated, daily revenues are balanced, express checkouts are processed efficiently and guests needing assistance during the shift are accommodated. The Overnight Guest Experience Manager, OEM will provide the management team with accurate and reliable information needed to make effective operational decisions.
Responsibilities
Check guests in and out.
Handle and take reservations.
Handle guest’s special requests and customer complaints during shift.
Perform all other front desk duties and responsibilities.
Investigate and handle complaints, disturbances, emergencies, etc. during shift.
Perform some Night Audit functions, able to review all Night Audit related functions and able to produce Night Audit reports.
Assist in the preparation of Night Audit month-end reports, including in-house movie reports, house account summary, phone summary, etc.
Interview, train, supervise and develop Night Audit staff, including coaching, counseling and discipline.
Prepare, copy, and distribute reports as required.
Handle special guest requests.
Monitor and prepare Night Audit reports in accordance with Highgate Hotel’s requirements meeting various due dates and deadlines, ,
Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.
Qualifications
At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and at least 3 years of progressive experience in a related field; or a 4-year degree and a minimum of 1 year of progressive experience in a related field.
Previous supervisory responsibilities preferred.
Must be proficient in Windows, Company approved spreadsheets and word processing.
Long hours sometimes required.
Sedentary work, exerting up to 10 pounds of force occasionally and / or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in coverage as required.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing nametags.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
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