Night Manager

Description

POSITION OVERVIEW

The Night Manager is responsible for overseeing all hotel activities during the overnight shift to continue the hotel’s service culture and focus on guest experience. They are responsible for settling and reviewing daily transactions as well as completing financial statements and distributing information for the upcoming day.

DUTIES AND RESPONSIBILITIES

• Alongside the Director of Guest Services, provide leadership and guidance to all Front of House associates to ensure consistent quality service is provided to guests, according to hotel standards. 
• Ensure seamless arrival, during stay, and departure aspects of guest experience. 
• Ensure VIP guests are provided with extra care and personally check room and amenity settings. 
• Ensure standards, policies, and service culture are followed according to hotel standards. 
• Effectively drive the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests. 
• Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences. 
• Strive to continually improve guest and associate satisfaction while maximizing the financial performance of the department. 
• Inspect areas of responsibilities and follow-up with a plan for improving results. 
• Respond promptly and expedite all guest requests, monitoring guest comments and taking corrective action as necessary to improve service. 
• Monitor and track associate tasks via GXP according to hotel standards. 
• Be highly visible and interface with guests on a regular basis to obtain feedback on quality of product, services levels, and overall satisfaction. 
• Act as Manager on Duty for the overnight shift, assisting with other departments as needed.
• Review upcoming arrivals and find ways to enhance and personalize the guests’ stay.
• Direct security and valet staff to ensure their jobs are completed.
• Maintain a professional and personable appearance at all times, according to hotel standards. 
• Successfully achieve the hotel’s core competencies including work product, teamwork and culture, guest and customer service, work ethic, impact-oriented problem solver, and entrepreneurship.
• All other duties as requested.
• Primary duty will be performing work that is directly related to the hotel’s business operations and customers. This includes exercising discretion and independent judgment with respect to matters of significance.

Qualifications

QUALIFICATIONS

• Previous experience in a similar role in a luxury hospitality operation. 
• Strong communication skills, both verbal and written, including complaint handling and resolution.  
• Strong computer skills, including Microsoft Office and PMS. 
• Ability to stay calm under pressure and manage multiple concurrent demands while prioritizing responsibilities. 
• A proven track record in a management role with the ability to inspire, motivate, and engage. 
• Good reading, writing, and oral proficiency in the English language.
• Must be able to perform job functions with attention to detail and speed and accuracy with the ability to remain calm and resolve problems using good judgement.
• Ability to work effectively with co-workers as part of a team and with minimal supervision.
• Flexibility to work a varied schedule, always overnight, which may include weekends and holidays.
• Ability to lift and carry up to 40 pounds on own and up to 100 pounds with assistance.
• Ability to stand and walk for the entire shift.
• Requires writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual acuity.

Reasonable accommodation(s) may be made through the interactive process when necessary to allow qualified applicants and associates to perform the duties of this position.

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit, and business need.