Manager, Night

To be present at the reception to assist in welcoming guests on arrival and departure.

Monitor front desk personnel to ensure guests receive prompt service and personal recognition.

Monitor front desk personnel to ensure they know repeat guests, other VIP's receive special attention and recognition.

Promotes the hotel standard and its facilities in a warm, personalized manner to encourage hotel guests to return.

Inform other operating departments, notably Reservations, Housekeeping and Food & Beverage of Guest Relations matters which concern them.

Establish and maintain effective employee relations to gain optimum Associates job satisfaction and guest service through motivation and training.

Supervise the preparation of duty hotel in accordance with occupancy. Manage staff files in relation to annual leave, public holidays and days off in conjunction.

Conduct such functions as interviewing, orientations, hiring, performance appraisal, counseling, coaching, training and suspending if necessary to ensure appropriate staffing and productivity.

Identify training needs, develop formal training plans and implement training sessions.

Assist the Departmental Trainers in developing and monitoring training plans so that they are effective.

Assume overall responsibility for maintaining standards to ensure furnishing, facilities and equipment are clean, in good repair and well maintained.

Schedule and regularly conduct routine inspections of areas under control.

Maintain appropriate standard of conduct, dress, hygiene, uniform, appearance and posture of Departmental Associates.

Conduct daily departmental briefings, which include a review of procedures, events, guest satisfaction, which warrant special handling and detailed information.

To always supervise the Night Team.

Monitors the updating of guest history profiles and ensuring that all complaints are recorded.

Promotes sales opportunities whilst driving and monitoring upselling in Reception.

Supervise the activities of the front desk, Cashiers and Night Audit to the extent necessary to ensure guest satisfaction and a smooth working relationship with other Departments. Report any procedural problems to the Department Concerned.

Check billing instructions and guest credit for accuracy and compliance with the hotel's credit policy.Ensuring PM accounts are followed up immediately and regular updates given to the Front Office Manager.

Analyze and approve discounts and rebates prepared by the Front Office department.To query all rebates to ensure they are legitimate.

Ensure room allocations and room assignments are checked on a daily basis.

Attend regular meetings with all section heads of Front Office.

To ensure all security matters are reported immediately to The General Manager and to carry out regular checks of the hotels public areas.

Co-coordinating and issuing Month End Report every month.

Preparing the daily reports for HOD briefings.

Compiling Hotel Comparison and Competitors reports on a daily basis.

Updating of hotel revenue and VIP Boards.

Communicate to the General Manager or FOM for all information likely to be of interest to them, such as the expected arrival/departure of VIP's, guest dissatisfaction and all other pertinent information.

Coordinate (in conjunction with designated department) fire and emergency evacuation procedures.

Conduct regular perimeter checks of the hotel to ensure standards are being maintained, safeguard potential loss of hotel assets.

Ensuring the Manager's float is maintained at a constant level.

Handle emergencies and ensure the safety and security of guests and staff.

At least bachelor's degree in any field

At least 3 years experience in Supervisor (FO) position.

Strong leadership and people management skills and training skills with a hands-on solution.focused approach.

Willing to roll up your sleeves and extend work shifts if needed, working alongside the team.

Manage the quality and passion for personalized service for casual-luxury travelers.

Strong in inter-personality skill and outgoing, friendly.

Fluently in English and a second language is preferable.

Strong in analytical, problem-solving skills, and execution of work.

Able to communicate in English, both verbally, and in writing, with guests and employees, some of whom will require high levels of patience tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.

Have empathy, genuinely keen in reaching out to guests, team, suppliers and the community.

Flexible and responds quickly and positively and positively to changing requirements including the performance of any tasks requested of you.

Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.

Guest oriented and able to confidently build and exceed service standards.

Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Flexibility to work various shifts, including weekends and holidays.