Night Manager

Job description

Job Description

The Night Manager is primarily responsible for supervising all the Receptionists while they are on shift, ensuring all tasks are completed on a daily basis and that the shift runs smoothly, being the main point of communication for Reception and all other operating departments, such as Housekeeping and Engineering.

·  Supervise Receptionists/Guest Service Agents, assisting them with issues that may arise and ensuring that all tasks are completed up to Fairmont standards
·  Ensure staff have their breaks, according to the number of hours worked
·  Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times
·  Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy
·  Be fully competent in all reception and cashier duties
·  Cover all shifts if required
·  Cover Rooms Coordinator shifts if required
·  Liaise with other Departments in regards to special guest requirements (i.e. Uniform/Guest Services, Florist, Housekeeping, In Room Dining)
·  Be present at the Reception/Front Desk whenever possible
·  Deal promptly and effectively with any complaints
·  Meet and greet VIP guests
·  Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible
·  Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
·  Liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows
·  Liaise with Concierge to ensure swift baggage dispatch and collection
·  Follow up on late cancellations and no shows and charge when appropriate
·  Inform the receptionist/cashiers of new memo’s during the handover
·  Check the next day’s arrivals correspondence, confirming car-, restaurant- and theatre-bookings. Ensure that all guest needs are dealt with satisfactory
·  Coordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists/Guest Service Agents
·  Deal with room moves, and ensure seamless communication of these with the relevant departments
·  Check potential room revenue for any discrepancies and do necessary corrections
·  Balance the screen (room types) for next day
·  Maintain amicable and co-operative working relations with all other departments
·  To be responsible for identifying any training needs of Reception/Front Office staff and communicating these to the Front Office Training Manager
·  Ensure enough supplies of all stationary items are in storage
·  Assist the Director of Front Office and Assistant Director of Front Office in all aspects of the department and ensure service standards are followed
·  Manage any emergencies on the desk and take necessary actions
·  Follow up all audit points with regards to LQA, JD Powers, etc..
·  Assist guests regarding hotel facilities in an informative and helpful way
·  Follow department policies, procedures and service standards
·  Follow all safety policies 
·  Other duties as assigned
·  The Night Manager may be required to carry out other duties, directed by the Assistant Director of Front Office 

Qualifications

·  Previous Front Office experience in supervisory/management capacity in a 5 star or Luxury property is required.
·  Service focused personality is essential and previous leadership experience required
·  Prior experience working with Opera or a related system
·  Proven ability to build and maintain good relationships with all stakeholders
·  Communicate thoughts, actions and opportunities clearly with strong networking skills
·  Ability to lead by example, believe in a strong team culture and set the scene for high performance
·  Excellent written and verbal communication, interpersonal and leadership skills
·  Fluency in English; additional languages are a plus