Job Title: Night Manager
Department: Front Office
Reports to: Front Office Manager
Job Objectives
Department: Front Office
Reports to: Front Office Manager
Job Objectives
- To ensure that
all guests receive a warm, memorable and personalized welcome to the
Hotels setting the scene for their stay
- To manage the
Night team, ensuring that all assigned task are completed within time and
up to the Hotel standards as prescribed in the SOPS.
- To complete
administrative tasks accurately and within set deadlines
- To ensure night
audit is completed on time following set accounting procedures
- To implement
and enforce new procedures as may be introduced by management from time to
time
- To ensure that
guest needs are anticipated and that requests are actioned accordingly.
- Ensure that
guests, their property, staff and hotel facilities as a whole are
adequately secured through correct deployment of guards and utilization of
CCTV system.
Key Job Responsibilities
Our People
- Ensure that
staffs who report on duty are punctual, correctly dressed including name
badge paying attention to hygiene and tidiness.
- Ensure that
full and complete handovers are carried out in all departments before
closure of the previous shift.
- Ensure that
persons in charge of previous shifts have adequately manned and equipped
the night team for efficient operations during the night.
- Help to
maintain a good working environment and ensuring that a team spirit is
fostered across departments through support to overwhelmed sections.
- Carry out any
reasonable requests by heads of departments and supervise and ensure that
projects scheduled to be carried out at night are completed to standard
without disturbance and/or inconvenience to customers.
- Inspect
vehicles contracted to transport staff and make judgment on their
suitability from a safety point of view to carry staff.
- Release
transport as scheduled and organize for other staff drop offs and pickups
based on business needs.
- Recognize,
appreciate and recommend teamers for their consistency in level of service
to customers, good behavior or for going the extra mile to serve guests.
Customer service - Our
Business
- Update yourself
of the business levels and the activities carried over from the previous
shift for seamless continuity between the two shifts.
- Receive a
detailed handover of any ongoing functions including introduction to key
people to ensure that closing duties including billing are done according
to prior agreements with the customer.
- Check on
regular guests and VIPs in house to ensure that they are accorded the
recognition they deserve.
- Be fully
conversant with and adhere to hotel standards of operation and department
procedures. Question, amend and introduce new procedures as and when
appropriate in consultation with departmental heads.
- Ensure that new
standards are understood and become part of daily procedures during your
shift
- Be aware of all
daily and weekly events in the hotel and proactively ensure that support
is available including loose change in cases of cash bar functions and
extra transport is on hand for teamers who might work late.
- Maintain high
profile/visibility in busy service areas for support and guidance
- Be aware of the
status of operating floats with a view to ensuring that all cashiers have
adequate loose change and confirm sales/collections before cashier drops
at the end of the shift
- Ensure pre-
check out procedures for any late/early departures are carried for billing
accuracy and efficiency at the front desk
- Be competent in
guest show around of all hotels’ facilities including rooms, restaurants,
conference centre, health club, etc.
- Ensure that all
departments are appropriately manned and equipped for efficient running
during the shift.
- Routinely inspect
facilities including rooms, restaurants, washrooms, etc to ensure that the
state of cleanliness, repair and the general outlook is to Hotel
standards.
Check on FO operations;
- Reception night
duties including pre-allocation of rooms for the following day’s arrivals.
Ensure that VIP arrivals are appropriately flagged and requests if any
taken into consideration in room allocation.
- Check on
functionality of hotel lines and internet to ensure that open lines of
communication are maintained between the hotel and external customers
- Confirm
requests for any groups’ in house including wake up calls, breakfast, and
pickups are appropriately organized.
- Check on
pending late arrivals, expected early arrivals and late departures and
ensure that the team is geared to serve them efficiently as per SOPS.
- Treat no shows
as per instructions from the day team or policy. Where none exists, record
and handover to morning FO Manager for further action.
- Ensure pre
audit, audit and post audit activities are carried out and completed on
time.
- Routinely
inspect pits at the reception to ensure that contents are correctly
reflected on customers’ profiles and folios.
- Analyze the
rate variance report and highlight any abnormal rates for purposes of
follow ups by relevant managers.
- Check on room
service and ensure that orders are served to standard and on time.
- Handle, follow
up and communicate any comments or complaints. Pass on to relevant HODS if
unable to resolve or for further follow ups.
- Be familiar
with and promote hotel facilities. Assist guests with any
requests/enquiries including information, making bookings, directions,
etc.
- Be fully
conversant with ongoing offers and handle related reservations as they
arise.
- At regular
intervals, do property walk about to confirm that correct work flow and
processes are as required and report any irregularities that cannot be
handled at night to the relevant departments.
- Ensure that all
guest areas including the floors are clean and tidy and that unnecessary
lights in unoccupied areas are switched off.
- Attend relevant
HOD meetings, courses and any other operational meetings that are required
of you to ensure a smooth running hotel during the night.
Health and Safety
- During the
property walk around, report all potential and real hazards immediately
- Ensure that
security as deployed adequately addresses the security needs of the hotels
and alert PSM.
- Ensure lights
to enhance security but off in areas where they are unnecessary.
- Be fully
conversant with the hotels’ emergency procedures and ensure that personnel
on duty are aware of the relevant contact numbers
- Attend fire,
health and safety training as and when scheduled
- Have an
awareness of the health and safety in relation to all the activities and
tasks taking place in the hotel during the shift.
How to Apply
Applications quoting the
position title with detailed CV, with contact details of 3 referees including
their email addresses (1 of which should be your immediate supervisor, 1 former
supervisor and 1 any other not relatives) should be submitted to:sheerlogictalentsourcing2@gmail.com on
or before 29th December 2016.
Only shortlisted candidates
will be contacted.
NB: Please clearly indicate in the subject line as “NIGHT MANAGER”
NB: Please clearly indicate in the subject line as “NIGHT MANAGER”