Night Manager on Duty
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Position Title: Night Manager on Duty Department: Guest Services FLSA: Exempt Reports To: Director of Rooms JOB OVERVIEW: Manage and monitor the night operations of the hotel by supporting, and supervising all Front Office operations and staff. Oversee hotel availability, room inventory, increased sales and profitability, and ensure overall guest satisfaction. DUTIES AND RESPONSIBILITIES: · Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed. · Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety. · Conduct Briefing for all staff during Night Shift. · Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests. · Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate. Ensure any guests that may experience a problem receive an immediate response along with satisfactory resolution, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. · Maintain a professional and high quality service oriented environment at all times. · Act as manager on duty for the hotel in the absence of the Guest Services Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. · Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments. · Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy. · Occasionally Assist guests with their luggage, be a point of contact for our guests. · Must actively participate in the decision making process on guest relocation for nights when overcapacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Director of Rooms and/or Manager on Duty prior to shift start. · Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counseling and evaluations and delivering recognition and also reward. · Ensure the accurate completion of the daily night audit in a timely fashion. · Must be able to perform the full night audit if needed. · Oversee preparation of daily summary reports. · Assist the Guest Services Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing. · Should Show Initiative, Problem Solving, Staff Training, Team Leading. · Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication. · Be aware and able to enforce all fire-life-safety procedures. · Remain current in all updates with regards to new procedures and training. · Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager. · Other duties as assigned.