Overnight Manager

• Maintain warm, welcoming and professional demeanor when greeting and interacting with all guests.
• Check guests in and out, ensuring proper payment is received, special requests are noted and fulfilled, and accurate information is recorded.
• Converse with the guests at a high level, being aware of their needs and fulfill special guest requests as instructed by management or the guest directly.
• Ensure confidentiality of guests before and throughout their stay.
• Create guest folders within the resort systems for each arriving reservation.
• Answer all inquiries via phone, email, or in person in a prompt and professional manner.
• Oversee the guest’s account close out process, ensuring all accounts balance and all revenue is reported accurately.
• Maintain guest folios and appropriate billing needs to ensure all guest final bills are accurate.
• Perform nightly account audits through resort system in a prompt manner.
• Follow set procedures on posting charges and settling guest accounts.
• Reconcile all receipts from various departments to ensure charges are posting accurately and receipts are signed.
• Email appropriate department Managers when charge discrepancies are located.
• Scan all unsigned receipts in one document and send to appropriate Managers each shift.
• Scan and save all guest receipts in their appropriate electronic folders.
• Settle all credit card transactions posted in Shift 4 Dollars on the Net, our credit card settlement program.
• Ensure all credit card transactions are posted and processed accurately.
• Log all payments made daily onto appropriate spreadsheet each shift and email to accounting personnel.
• Generate and email all appropriate reports each shift.
• Assist in late night/early morning transportation as needed.

• Perform wake up calls as needed, always following the pre-set script.
• Complete standard cleaning duties each night.
• Assist day/evening Front Desk shifts in creating guest Welcome Packets and Turndown Letters, and other Front Office tasks as needed.
• Maintain flexible hours to accommodate guest needs, due to the cyclical nature of the hospitality industry; Position requires full availability including evenings, weekends, holidays or as needed.

Supportive Responsibilities:

• Remains flexible with open availability in order to cover the unexpected needs of the Resort.
• Expert knowledge of Maestro PMS, the Paws Up app, and all other programs and systems.
• Ability to lift and carry 50 pounds.
• Greets guests arriving and departing from the airport.
• Monitors daily arrivals and ensures accommodations are prepared prior to check in.
• Ensures the Lexus app is filled out and complete per our Lexus partnership.
• Audits daily arrivals and departures to ensure accurate guest flight information.
• Provide feedback to the team, both positive and constructive, to ensure we are hitting our targets.
• Analyze guest feedback and provide strategic direction to improve overall rating.
• First point of contact for guest feedback and service recovery situations. Must be comfortable accepting constructive feedback and correcting issues. Responsible for finding a solution for the guest to complete guest follow up.
• Positive attitude always, especially under pressure.