Overnight Manager - Non Exempt ("Gerente de Turno Nocturno")

POSITION PURPOSE
Supervise the daily operations of the Front Desk, Guest Services, and Housekeeping departments during the overnight shift. Record, process, and analyze the closing figures for the day. Complete all necessary reports and ensure that all credit transactions for the day are balanced. Address guests' needs, which include, but are not limited to, registration, checkout, cashiering, valet services, porter assistance, and making wake-up calls for guests.

ESSENTIAL RESPONSIBILITIES

• Manage all Front Office operations on the overnight shift to include, but not limited to, guest service and registration (check-in, check-out), room inventory and availability, guest service standards and initiatives, product quality, department management, policy and procedure implementation and enforcement.
• Acts as a Front Desk Agent during the night-time hours, greets and welcomes Guests upon arrival.
• Complies and follows all Brand Standards for department. If applicable, proficient with guest reward program and ensures hotel delivery.
• Guests are handled both courteously and professionally, proper identification, input of personal information, and credit are established and all posting, rate schedules, packages, cash transactions, account settlements and deposits are handled correctly.
• Issues room key and escort instructions to Bell person or directly to guest as appropriate.
• Ensure all wake-up calls are made in a timely fashion, properly using guest names.
• Oversees and performs all audit procedures as set forth by the hotel and company, on a daily basis completing all necessary audit reports.
• Completes Daily Report, Comp Reports including Food and Beverage as well as Rooms, Pace Reports, and any other reporting that is assigned.
• Ensure direct reports complete all audit duties in accordance with the hotel and company procedures.
• Trains and develop the overnight team on hotel and company standards and procedures regarding night audit, valet, guest services and porter.
• Monitor and respond to Guest Satisfaction Surveys and guest comments via third party sites, comments card etc.
• Verifies the status of all wake-up call requests and ensures they are properly handled.
• Balances all cash receipts and work performed during the audit shift. Make deposits of cash.
• Prepares the front office for the AM Shift and resets days business.
• Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
• Maintaining all nightly reports to inform day hotel management of overnight activities/incidents.
• Ensure proper staffing levels based on resort demand and all necessary reports and forms are completed daily.
• Recruit, interview, and train team members
• Arrange, provide, and supervise training of new staff members to include familiarization of property, standard operating procedures, and policies. Cross-train staff members in all positions within their area of responsibility and all types of equipment to perform their duties, in addition to successful implementation and follow-up checklists. Ensure that all staff members are retrained as needed.
• Attends, lead, and actively participates in all front office meetings.
• Acts as PBX operator during the audit shift.
• Ensure all security protocols are followed as well as departmental and company procedures. As MOD follows all Emergency Procedures.
• Knowledgeable for all special hotel accommodation promotions and packages for the outlets.
• Correctly handling cash transactions and balancing a cash drawer to the given amount.
• Transmits and receives messages using equipment such as telephone, fax, and switchboard.
• Answers inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
• Keeps records of room availability and guests accounts.
• Serve as a role model to all staff members, adhering closely to policies and procedures, practicing the highest standards of performance. Set the highest possible example in conduct, temperament, punctuality, and standards of work.
• Ability to assist/direct hotel guests and/or emergency personnel in case of an emergency.
• Accept payment for guests accounts both at the time of registration and at check-in and out. Maintain a house bank and make a deposit and accurate reports of daily receipts. Cash checks and exchange currency for guests.
• Confirm, and cancel reservations for guests.
• Post charges such as room, food, liquor, or telephone by hand or machine.
• Make restaurant, transportation, or entertainment reservations for guests.
• Recognition of repeat guests and familiarization of corporate accounts.
• Maintain Lobby cleanliness and organization.
• Correctly processing all check-outs by ensuring all billing set up and guest folios paid.
• All other duties assigned by manager or supervisor.

SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by direct and indirect supervisors.

PHYSICAL DEMANDS

• Environmental conditions are inside, a job is considered inside if staff spends approximately 90 percent or more of the time inside. Temperature is moderate and controlled by office environmental systems.
• Must be able to sit at a desk for up to eight (8) hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to lift up to 45 lbs. as needed.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Hearing, smelling, tasting, and visual ability to observe and distinguish product quality and detect signs of emergency situations.
• Talking and hearing occur continuously in the process of communicating with staff, supervisors, subordinates, occasionally clients and ownership.
• Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to speak, read, write and understand the primary language used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Considerable knowledge of complex mathematical calculations and computer accounting programs. Budgetary analysis capabilities required.
• Extensive knowledge of the hotel, its services and facilities.
• Must have excellent leadership capability and customer relations skills. Most tasks are performed in a team environment with the staff member acting as a team leader. There is minimal direct supervision.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
• Self-driven and able to work independently.
• Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail
• Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.

EDUCATION

EXPERIENCE

• Experience in the hospitality industry preferred.
• Experience at a front desk or customer service role preferred.
• One to two years experience in a public contact position and accounting.
• Front desk operations experience required.

LICENSES OR CERTIFICATIONS

• First Aid/CPR/AED Certified preferred
• Ability to provide and maintain a valid drivers license as the position may require the operation of motorized and electric vehicles.

GROOMING
All Staff Members must maintain a neat, clean, and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.

ATTENDANCE
Regular attendance in conformance with the standards which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff are required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotels facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. This job description is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.