Night Manager - Front Office

Job description

Main Duties and Responsibilities:

Operational:

§ Block the morning arrivals and communicate them to Room Service for the amenities

§ Check today’s pick up and cancelled reservations for HWEB bookings, charge them accordingly and update PMS, also refund the guests credit card.

§ Check the following reports before roll over and ensure all room rates are charged correctly: Complimentary report, Fixed rate report, upgrade report, Rate variance report, Night Manager check report, PM folios in-house, package report for the Kitchen outlet.

§ Ensure all rooms are charged correctly as per single and double occupancy.

§ Print the Credit Card batch reports and forward them to Accounts.

§ Check out and check in all POS folios before rollover.

§ Remove amenities from No-Show rooms before rollover.

§ Double-check on all remaining arrivals before rollover and charge No Shows accordingly as per the hotels procedure.

§ Perform the rollover in the PMS.

§ Create and distribute the relevant reports after rollover: Exco reports, Night Clerk report, Other reports for other departments as required

§ To conduct daily pre-shift briefings to staff on rooms occupancy, arrival and departures, functions / event and special attention that is needed.

§ Continually strive to maintain maximum guest satisfaction

§ To assist the Front Office Manager in maximizing room sales and yield.

§ To open and close the hotel inventory whenever it is deemed necessary and avoid booking out guests and through this managing overbooking levels during the night.

§ To handle guest reservations and issue amenity orders for VIP guests.

§ To ensure that all wake up calls are completed punctually and with courtesy.

§ To ensure that all VIP’s in-house names are displayed on the board in the Operator room.

§ To report all relevant emergencies to the Executive Management as required, e.g. Fire, Bomb threat, etc…..

§ To inspect the hotels main entrance, main lobby, guest elevators, restaurants, guest floors and report the findings in the logbook.

§ To check and follow up on the working order of the public areas, guest elevators, guest floors, etc…

§ To liaise with the Bell Desk for updating the lobby signboard.

§ To liaise with and assist other departments as may be required from time to time to ensure a smooth operation in all places during the night.

§ To strictly adhere to the established operating expenses and that all costs are controlled.

§ To assist the Front Manager in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times, following Park Hyatt Abu Dhabi Standards of Performance.

§ To have a full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned Place of Work.

§ To assign responsibilities to subordinates implementing Multi Tasking principle and to check their performance periodically.

§ To implement a flexible scheduling based on business patterns.

§ To ensure that the par stocks for all operating equipment and supplies are strictly adhered to and that the department is adequately equipped.

§ To assist in controlling the requisitioning, storage and careful use of all operating equipment and supplies.

§ To liaise with housekeeping and other related department on daily operation.

§ To have a thorough understanding and knowledge of all Rooms related services.

§ To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.

§ To establish a rapport with guests maintaining good customer relationships.

§ To ensure that the cashiering procedures are strictly adhered to.

§ To ensure that telephone calls are answered as per the policies and procedure and telephone etiquette.

§ To monitor a clean, orderly and business like working environment, ensuring minimal background noise and conversation.

§ To train the subordinates on the correct procedure of handling calls and message handling.

§ To make sure that all staff are aware and trained on the hotel emergency policy and procedure and adhered to it.

§ To ensure that all Luggage & Faxes are delivered within 10 minutes of arrival and follow up accordingly.

§ To act as the communication coordinator between all departments in the hotel.

§ To ensure that all arrival rooms are blocked and clean.

§ To ensure that all guests are checked in and checked out as per Hyatt Internationals Policy and Procedures.

§ To handle guest complaints in accordance with the hotel policy and liaise with the Front Office Manager for any guest complaints and problems next day morning.

§ To perform spot-checks on Registration Cards and check all room rates before the rollover.

Desired profile

Qualifications :

·  A true desire to satisfy the needs of others in a fast paced environment.
·  Refined verbal and written communication skills.
·  Previous front office supervisory/team leader experience preferred, in a luxury hospitality company.
·  Experience working with Opera is required.
·  Ability to work a flexible schedule.
·  German language will be ideal.