Night Manager

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)