Night Manager

Job Description Summary

The Night Manager acts as Manager on Duty for the overnight shift. Ensuring completion of end-of-day and Night Audit functions. Overseeing the Front Desk and PBX on the overnight shift. Provide operational support to the Front Office with daily overnight Front Office Tasks, Guest Services and assisting in preparing Travel Pass arrivals. Assisting in preparation for daily VIP Arrivals, Travel Pass Arrivals, and assisting the Director of Front Office operations as instructed.

Job Description

• Ensure end of day process is completed.
• Manage and perform all Night Audit functions.
• Handle walked guests and follow up reports following specific standards.
• Responsible for Overnight Departmental Rounds to assure all Departments are properly operating, assuring staffing, presentation and the usage of Sonesta Standards.
• Prepare the daily SOX compliance report.
• Audit Travel Pass arrivals for next day.
• Financial routing, etc.
• Review all VIP arrivals assuring proper accommodations, amenities and that all Front Office team members are aware and handle VIP’s accordingly.
• Following up with Front Office team with any issues or log entries from the prior shift, also adding comments to Daily Management Log.
• Update guest profiles in all necessary systems to assure that all departmental teams have as much information as possible on our guests. Update the relevant departments so they are aware of the profile information as necessary.
• Handle all group arrivals preparations to assure that any specific Front Office operational needs are met and handle correctly.
• Proactively be aware of all guest arrivals and departures to ensure that sufficient staff are available to service them, also assure that all outlets are staffed to handle volumes of business as they occur – assist where necessary.
• Coordinate with Housekeeping to ensure that all arrivals are correctly handled in accordance with early check in procedures.
• Promote a positive perception of the company both internally and externally.
• Support the Front Office team where necessary to ensure that all Sonesta department objectives and standards are met.
• Ensure the Hotel is always well presented, with reference to the cleanliness, internal and external maintenance.
• Anticipate and rectify problems to ensure a guest's wellbeing and satisfaction with the hotel.
• Follow correct cash handling procedures.
• Responsible for the safety of all persons in the Hotel and ensure that all health and safety procedures are adhered to.
• Ensure that all reports are completed accurately and within the required timelines.
• Ensure that all reports and guest issues are handled correctly and that any issues or discrepancies are investigated, corrected and report to the Director of Front Office.
• Report to managers any items of interest/concern regarding actions by their staff so that appropriate measures may be taken by that manager regarding coaching/counseling/commending of the department employee.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions. Conduct training for all current and new associates.
• Build solid relationship with your Colleagues
• Treat colleagues with respect and dignity
• Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
• Deliver Passionate & Engaging Service to our Guests
• You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
• You will consistently deliver our GUEST model:
  • Greet or welcome everyone, warmly with a smile
  • Use eye and ear contact and guest’s name
  • Establish/anticipate needs
  • Solve and own all requests/complaints
  • Thank everyone

Additional Job Information/Anticipated

Pay Range

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• Track record of delivering exceptional guest or client experience.
• Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
• Appropriate professional appearance and demeanor.
• Ability to satisfactorily operate computers, familiarity with Microsoft Office/OPERA Cloud/or willingness to learn new software systems.
• Demonstrates attention to detail.
• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Ability to calculate figures and amounts such as discounts, interest, commissions and percentages
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Education and/or Experience

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Physical Demands

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

While performing the duties of this job, the employee is regularly required to stand, walk, talk or hear. The employee is occasionally required to use hands, reach, stoop, kneel, crouch and crawl. The employee must occasionally lift and/or move up to 50 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.