POSITION SUMMARY

Under the general guidance of the Front Office Manager, the Night Manager is a hands-on leadership position responsible for managing daily front office operations on the Night Shift, ensuring all Hotel-established standards are met or exceeded. This is the most senior position at the Hotel during the Night Shift and oversees all areas of hotel operations in the absence of senior management. The Night Manager will be required to make effective decisions by using sound judgment in guest-related and emergency situations.

KEY RESPONSIBILITIES

THE KEY RESPONSIBILITIES OF THE NIGHT MANAGER INCLUDE, BUT ARE NOT LIMITED TO: 

• LEAD, DEVELOP AND SUPERVISE ALL FRONT OFFICE ASSOCIATES; ASSIST WITH CHECK-INS AND CHECK-OUTS AT THE FRONT DESK WHERE NECESSARY; ENSURE THAT THE FRONT DESK PROVIDES QUALITY SERVICE TO ALL HOTEL GUESTS

• COACH THE FRONT OFFICE TEAM TO RESPOND QUICKLY TO BUSINESS FLUCTUATIONS AND MAINTAIN BUDGETARY GUIDELINES USING JUDGMENT AND DISCRETION; EFFECTIVELY MANAGE ROOM INVENTORY TO MAXIMIZE REVENUE, DRIVE UPSELL PROGRAMS, AND CONTRIBUTE IDEAS FOR REVENUE ENHANCEMENT.

• OVERSEE ALL AREAS OF HOTEL OPERATIONS IN THE ABSENCE OF SENIOR MANAGEMENT, ACTING ON URGENT ISSUES AS REQUIRED AND REPORTING OBSERVATIONS TO THE DEPARTMENT HEAD WHERE APPLICABLE.

• WORK IN CONJUNCTION WITH HOTEL SECURITY OFFICERS AND RELEVANT LOCAL AUTHORITIES, AS REQUIRED, TO RESPOND TO DISTURBANCES IN GUEST ROOMS, MEDICAL EMERGENCIES, UNDESIRABLE GUESTS AND TO ENSURE OVERALL SAFETY AND SECURITY THROUGHOUT THE HOTEL.

• IN CONJUNCTION WITH THE NIGHT SECURITY OFFICER, LEADS ALL HOTEL POLICIES AND PROCEDURES RELATED TO EMERGENCY AND EVACUATION SITUATIONS, INCLUDING FIRE, BOMB THREATS, NATURAL DISASTERS, AND MEDICAL EMERGENCIES, UNTIL LOCAL AUTHORITIES ARRIVE ON SCENE. 

• RESPONSIBLE FOR THE ACCURATE REPORTING AND RECORD KEEPING OF ANY AND ALL INCIDENTS TO HOTEL MANAGEMENT AND LOCAL AUTHORITIES, WHERE REQUIRED. 

• ACT AS A RESOURCE TO FRONT OFFICE ASSOCIATES AND ROOMS DIVISION ASSOCIATES AND LIAISON BETWEEN THE FRONT OFFICE MANAGER AND THE FRONT DESK ASSOCIATES. 

• MONITOR WORK HOURS AND SCHEDULING OF FRONT DESK ASSOCIATES WHILE ADHERING TO BUDGETED LABOUR COSTS BASED ON HOTEL OCCUPANCY AND WORK VOLUMES.

• PARTICIPATE IN RECRUITMENT, SELECTION, TRAINING AND PERFORMANCE MANAGEMENT OF TEAM MEMBERS. 

• ATTEND VARIOUS MEETINGS AND HOTEL FUNCTIONS RELATED TO THE FRONT OFFICE FUNCTION IN LIEU OF THE ROOMS DIVISION MANAGER; ASSISTS IN CONDUCTING REGULAR DEPARTMENT MEETINGS.

• IS ABLE TO WORK IN OTHER AREAS WITHIN ROOM DIVISION AND PERFORM OTHER RELATED DUTIES AND SPECIAL PROJECTS AS ASSIGNED. 

• Performs other related duties and special projects as assigned. 

SELECTION CRITERIA

QUALIFICATIONS AND TECHNICAL EXPERIENCE

• CANDIDATE MUST HAVE A MINIMUM OF 2–3 YEARS OF PROGRESSIVE SUPERVISORY AND/OR MANAGEMENT EXPERIENCE IN A LARGE-SCALE ROOM OPERATION.

• IS KNOWLEDGEABLE AND HAS DEMONSTRATED EXPERIENCE IN MANAGING THE SAFETY COMPONENT OF ASSOCIATES, GUESTS AND PROPERTY DURING EMERGENCIES; FIRST AID CERTIFICATE AND KNOWLEDGE OF FIRE, LIFE AND SAFE PROCEDURES AN ASSET.

• A DIPLOMA / DEGREE IN HOSPITALITY MANAGEMENT IS PREFERRED. 

• COMPUTER SKILLS - DEMONSTRATED ABILITY WITH REGARD TO COMPUTER SKILLS, INCLUDING EXPERIENCE USING HOTEL BOOKING PROGRAMS; PREFERENCE GIVEN TO CANDIDATES WITH KNOWLEDGE OF OPERA.

• HAS A HISTORY OF DEMONSTRATING CONFIDENTIALITY AND TACT IN BUSINESS/PERSONNEL SITUATIONS, WITH EXCELLENT VERBAL COMMUNICATION & INTERPERSONAL SKILLS.

• FLUENT IN WRITTEN AND SPOKEN ENGLISH; 2ND LANGUAGE WOULD BE CONSIDERED AN ASSET

PHYSICAL DEMANDS

• MUST BE ABLE TO STAND FOR LONG PERIODS OF TIME.

• AS VERBAL COMMUNICATION AND OBSERVATION BETWEEN ASSOCIATES OCCUR FREQUENTLY, THE ABILITY TO HEAR AND SEE IS ESSENTIAL TO THE INCUMBENT AND THEIR WORK COLLEAGUES’ SAFETY.

• MUST BE ABLE TO WORK FOR LONG PERIODS OF TIME WHERE A HIGH LEVEL OF CONCENTRATION IS REQUIRED.

DECISION MAKING AUTHORITY

 

This position has the full authority to make decisions as it relates to:

• Scheduling of labour to meet operational requirements, including the reduction of shifts.
• Guest room and Suite upgrades. 
• Room rate reductions, complimentary meals or taxi fares as compensation for relevant/related incidents.
• Relocation of guests on oversold nights and paying for accommodations and transfers by taxi.
• Eviction of guests or F&B outlets. 
• Notifying and consulting with local authorities in emergency situations.

TOOLS AND EQUIPMENT 

 

• THE POSITION REQUIRES ACCESS TO A COMPUTER WITH MICROSOFT OFFICE SUITE, EMAIL, AND THE INTERNET.

• THIS POSITION WILL REQUIRE THE USE OF A TWO-WAY RADIO.

• INCUMBENT MUST PROVIDE AND WEAR NON-SLIP RUBBER SOLES, ENCLOSED SHOES IN ACCORDANCE WITH COMPANY POLICY.

• ALL OTHER OUTLET-RELATED EQUIPMENT AND TOOLS ARE TO BE PROVIDED BY THE COMPANY.