Assistant Night Manager

Job description

You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask "why" when given an explanation. Today, you bring your personal style to every experience. You live life to discover. You are passionate about your neighborhood, always looking to explore the places one wouldn't find in a travel guide. If this sounds like you, you're in the right place. You've got authentic style, natural curiosity and a warm way with people. Renaissance is not just a place to spend the night, it's a place to discover, a place in the world with style like yours. That's why we're not just looking for anyone. We're looking for someone like you.

Desired profile

JOB SUMMARY

Entry level management position that is responsible for leading and assisting with the successful completion of nightly shift requirements.

Supports Night Manager by overseeing the running of the hotel during the night, completing the Night audit functions and performing all the necessary Manager On
Duty functions while ensuring leadership and motivation to all associates. To assist our guests with enthusiasm, efficiency and professionally at all times. To
maintain the hotels' high standard of service and hospitality.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

· 
Act in the best interest of hotel, guests and associates in the absence of Night Manager

· 
Perform all Night Manager functions, roles and responsilbities in his/her absence

· 
Ensure radio/ear piece unit is clean, charged & functional

· 
Receive a handover from the Reception Supervisor/Manager and Guest Relations Manager

· 
Oversee the Reception, Concierge and Night bell associates during the night and monitor the distribution of responsibilities

· 
Ensure the correct night audit functions are completed accurately and with the greatest attention to detail

· 
Communicate daily with the Accounts department on any challenges or issues that have arisen the night before

· 
Stay into the next shifts as is needed to respond to crashed systems, corruptions with the Night Audit file, GRR reports and all other functions affecting the continuing of business until the issues are resolved

· 
Follow up on all arrivals left for the day

· 
Ensure that the necessary preparation is carried out for the morning shift – handover sheet is prepared as per LSOP

· 
Conduct full nightly tour of property to ensure everything is in order

· 
Have a working knowledge of all the emergency procedures and work closely with the Loss Prevention team (to include but not limited to, accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.)

· 
Ensure the smooth running of the whole hotel by liasing with all departments and addressing challenges that the night team have experienced

· 
Every morning, check in on the Heritage Lounge to ensure it is presented to high standards of cleanliness per LSOP & provide support when required

· 
Be familiar with all the rate packages, programs, specials etc.,

· 
Take full responsibility as Manager on Duty for the whole hotel at all times. Log incidents as they occur and ensure follow up is completed.

· 
Be able to perform Front Desk/Concierge duties & provide support when required.

· 
Completes MOD report for the Night shift

· 
Ensure Service Standards and Brand Standards are being delivered on consistently. Perform audits daily.

· 
Ensure that 15 Minutes of Training is delivered on every day/shift (including weekends), ensure associates clearly understand training and how to deliver to our guests. Sign off on training sheet.

·  ‘I am on Stage' – Basic 16 - Monitor associates uniform on a daily basis, ensure the correct dress code/grooming is adhered to, Savvy BASICS card is part of the uniform - maintain professional image always. Ensure that associates are trained to be respectful and disciplined towards guests, hotel, equipment and materials.
·  Lead by example in always using the correct standard and LSOP for answering the telephone

Lead the daily learnings on ‘Passport to Success' for new hires – action relevant performance feedback with Night Manager. Be a mentor to new hires, support and encourage their learning.

·  Address any complaints or problems happening within the hotel whether in person or in writing and to use the LEARN process dealing with any concerns. Update all complaints, issues or problems in guest profiles to ensure total communication

·  Ensure the cleanliness and neatness of the Front Desk and Back Office and of Total Hotel

·  Ensure all night associates know how to appropriately respond in any emergency

·  Leads by example in GSS, Marriott Rewards and Repeat Guest Programs. Act as GRM with regards to VIP's and any special procedures which may be necessary and share with night associates

·  Able to work flexible hours when & as required

·  Provides personal & attentive service to guests to make each guest feel special

·  Complete a thorough handover with the Front Desk Supervisor/Manager and Guest Relations Manager in the mornings

·  Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel
·  Has knowledge of all jobs within Front office. Relieves Mgrs/supervisors in FO to run shifts as is necessary/needed
·  Intervenes in any guest/associate situation as needed to insure the integrity of the hotel is maintained, guest satisfaction is achieved, and associate well being is preserved
·  Outlines consistent process/procedure failures and works to implement functional process change
·  Establish & ensure compliance with all Health & Safety regulations of self, associates and guests
·  Participates in the investigation of associate and guest accidents.
·  Ensure you can speak to The Shelbourne history - have your history sheet with you at all times
·  Attend all meetings required and/or requested
·  Complies with all current Marriott standard and local operating policies and procedures

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Sets a positive example for guest relations.

• Empowers employees to provide excellent customer service within guidelines.

• Handles guest problems and complaints seeking assistance from supervisor as necessary.

• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implementing the customer recognition/service program, communicating and ensuring the process.

• Assists in the review of comment cards and guest satisfaction results with employees.

• Ensures employees have the proper supplies and uniforms.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Provides feedback to individuals based on observation of service behaviors.

• Participates in an ongoing employee recognition program.

• Conducts training when appropriate.

• Participates in the employee performance appraisal process.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

• Performs all duties at the Front Desk as necessary.

• Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.

• Complies with loss prevention policies and procedures.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.