Night Manager

Job description

Job Description

Key Deliverables and Responsibilities

 

Planning & Organizing:

·  Review and update the Logbook.
·  Be smart, well-groomed and maintain a friendly and cheerful disposition all the times.
·  Report regularly on happenings to FOM and GM.
·  Guests should not be kept waiting.
·  Maintain associate relations.
·  Resolve complaints.
·  Handle the disputes.
·  Ensure the services are up to the required standard.
·  Smooth check-in / check-out procedures for the hotel and the residences component.
·  Co-operation with hotel’s Departments Housekeeping, Engineering, F&B etc.
·  Hotel tour as per list.
·  Check hotel situation, occupancy, functions, groups and VIPs.
·  Perform as per OSM Standards and in line with the 7 key issues and 4 corner stone’s.
·  Be fully aware of the Talk of the Walk for the day
·  Proper grooming at all times
·  Attend training classes as per schedule
·  Show fullest cooperation and respect within the team and other departments

Is aware of the daily activities and has product knowledge of all the hotel facilities

Operations:

·  Direct and co-ordinate various services related to night operations as required.
·  Ensures prompt, courteous and accurate service to all guests to maximize customer satisfaction to exceed TrustYou targets.
·  Assure safety and security of the guests, visitors, employees and protects the property by working closely with hotel’s security personnel.
·  Maintain an awareness of guest profile through the Opera guest profile system.
·  Prepare and send night reports on time HODs and & GM, ensure accurate and detailed Hotel and Residences duty log, as well as any incident that may accrue overnight shift.
·  Ensures adherence to company and hotel policies by all departmental employees.
·  Ensures an effective handover of nights activities to the FOM.
·  Ensure working closely with the Night Auditor, changing PMS business date on time, and resolve all pending issues and errors before changing business date.
·  Ensure panic report is printed and filed every 2 hours (or at least twice a shift).
·  Meet and greet all RIPs & MIPs on the arrival and departure during the night
·  Check the no-shows and ensure all no-shows are guaranteed and chargeable.
·  Pre-assign rooms for early arrival for the next day, coordinate with Housekeeping to ensure rooms are ready on arrivals.
·  Establish, promote and maintain good public relations while meeting or exceeding guest expectations
·  Call General Manager and concerned HOD’s without delay for any fire, bomb threat, burglary or death that has occurred on the premises.
·  Calls Hotel Doctor, Security in case of guest accident and reported according.
·  Handle all employees’ accident as per hotel policy.
·  Ensures hotel's employees grooming & appearance standards are met.
·  Handles government officials, press, etc. during the night and report it accordingly.
·  Familiarity with all Front Desk and Cashiering functions.
·  Handles turn-away guests. (book out)
·  Open stores in case of emergencies.
·  Authorize payments in case of emergencies.

 

 

Administration:

·  Co-ordination and information with the all departments.
·  Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency which may accrue.
·  He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
·  Assumes responsibility of Duty Manager when scheduled to do so.
·  Assist in Task Force Teams for new openings. (if asked)