Job Department:  Front Office

What is the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Night Manager your role is to manage the smooth and effective operation of the Hotel to ensure profitability through proper coordination, organization, implementation and control. You will solely represent the management in resolving guest concerns to the best interest of the hotel. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Daily tasks and responsibilities

  • Overlook the overall hotel operations during day shift and night shift when is needed.
  • Monitor responsible use of all available systems and equipment in the hotel.
  • Ensure that daily financial reports prepared during the night are accurate, review and submit to finance.
  • All reports required by all departments are printed/consistently distributed on time.
  • Act in the best interests of the Hotel during the absence of Executive Committee Members and Department Heads.
  • Handle all guest comments or complaints relating to all Departments and take necessary action.
  • Endorse the next morning to concerned Department any situation encountered during the shift, either for information or follow-through.
  • Conduct a complete facility inspection of the entire hotel at least once during shift.
  • Ensure that all incoming reservations for the day match the necessary accommodation.
  • Constantly check reservations to ensure room availability and special blockings are handled correctly.
  • On overbooking situation, facilitate the reservation of alternate hotel, supervise guest transfer, and make rational decisions best for the hotel.
  • Communicate with other departments to ensure proper handling of guests and groups.
  • Ensure reservation requests for suites and other special accommodation are met when possible.
  • Conduct regular inspection of VIP rooms and of the entire hotel and liaise with the housekeeping department on deviation from standard set-ups.
  • Be on hand to meet and escort all arriving VIPs ensuring that their needs are satisfied.
  • Ensure proper completion of all local government requirements concerning hotel guests (i.e. securing/scanning of acceptable documents from guests and forwarding the same to CID/Police through established electronic method).
  • Ensure strict control of room keys. Supervise the key handling procedures for maximum security.
  • Assist subordinates during peak periods.
  • Ensure that all rooms which are due to check-out are checked and the daily housekeeping discrepancy reports are resolved.
  • Be constantly aware of the room situation of competitor hotels.
  • Be familiar with all hotel services, offers and facilities with their operating hours.
  • Ensure that the hotel credit policies are adhered to at all times.
  • Promotes and follows a safe work environment.
  • Promotes and leads a service driven, results driven work environment.
  • Follows departmental SOP’s (Standard Operating Procedures) including all safety policies.
  • Promote all hotel services, offers and facilities and their operating hours.
  • Effectively supervise all services provided at the Front Desk that these are always available and are carried out efficiently as per Standard Operating Procedures.
  • Assist subordinates during peak periods.
  • Other duties as assigned.
  • Adhere to Hotel’s Hygiene and HACCP standards and ensure its Standard Operating Procedures and Requirements are fully met
  • Drive and champion IHG Club Rewards loyalty program.
  • Drive FO Up selling program.

What we need from you

  • Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
  • Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
  • Handle cash and credit transactions
  • Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
  • Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
  • Take pride in your appearance and place as a brand ambassador
  • Other duties as assigned.

General Tasks & Miscellaneous

  • All colleagues must assess situations and react accordingly through analysis and perspective.
  • All colleagues must be flexible and able to carry out any other reasonable duties and responsibilities within the scope of their job, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
  • All colleagues should be visible and available to both guests and colleagues, in accordance with their position, and serve as an example for others.
  • All colleagues are required to comply with any reasonable request from their supervisor(s) within a reasonable time frame, under normal circumstances.

Human Resources & Training

  • It is the colleague’s responsibility to report any case of harassment and discrimination as soon as it happens, either to their direct leader or to the Talent & Culture. It is the leader’s responsibility to treat complaints of harassment and discrimination promptly and confidentially.
  • It is everyone’s responsibility to treat customers and Colleagues from all cultural groups with respect and sensitivity.
  • All Colleagues must attend trainings and meetings as and when required.

Confidentiality

  • All Colleagues must ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic.
  • All Colleagues must ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.