Night Manager
Sharm El-sheikh, EGYPT Design / Civil engineering / Industrial engineering
Job description
Job Description
The Night Manager is primarily responsible for supervising all the Receptionists while they are on shift, ensuring all tasks are completed on a daily basis and that the shift runs smoothly, being the main point of communication for Reception and all other operating departments, such as Housekeeping and Engineering.
· Supervise Receptionists/Guest Service Agents, assisting them with issues that may arise and ensuring that all tasks are completed up to Fairmont standards
· Ensure staff have their breaks, according to the number of hours worked
· Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times
· Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy
· Be fully competent in all reception and cashier duties
· Cover all shifts if required
· Cover Rooms Coordinator shifts if required
· Liaise with other Departments in regards to special guest requirements (i.e. Uniform/Guest Services, Florist, Housekeeping, In Room Dining)
· Be present at the Reception/Front Desk whenever possible
· Deal promptly and effectively with any complaints
· Meet and greet VIP guests
· Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible
· Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
· Liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows
· Liaise with Concierge to ensure swift baggage dispatch and collection
· Follow up on late cancellations and no shows and charge when appropriate
· Inform the receptionist/cashiers of new memo’s during the handover
· Check the next day’s arrivals correspondence, confirming car-, restaurant- and theatre-bookings. Ensure that all guest needs are dealt with satisfactory
· Coordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists/Guest Service Agents
· Deal with room moves, and ensure seamless communication of these with the relevant departments
· Check potential room revenue for any discrepancies and do necessary corrections
· Balance the screen (room types) for next day
· Maintain amicable and co-operative working relations with all other departments
· To be responsible for identifying any training needs of Reception/Front Office staff and communicating these to the Front Office Training Manager
· Ensure enough supplies of all stationary items are in storage
· Assist the Director of Front Office and Assistant Director of Front Office in all aspects of the department and ensure service standards are followed
· Manage any emergencies on the desk and take necessary actions
· Follow up all audit points with regards to LQA, JD Powers, etc..
· Assist guests regarding hotel facilities in an informative and helpful way
· Follow department policies, procedures and service standards
· Follow all safety policies
· Other duties as assigned
· The Night Manager may be required to carry out other duties, directed by the Assistant Director of Front Office
Qualifications
· Previous Front Office experience in supervisory/management capacity in a 5 star or Luxury property is required.
· Service focused personality is essential and previous leadership experience required
· Prior experience working with Opera or a related system
· Proven ability to build and maintain good relationships with all stakeholders
· Communicate thoughts, actions and opportunities clearly with strong networking skills
· Ability to lead by example, believe in a strong team culture and set the scene for high performance
· Excellent written and verbal communication, interpersonal and leadership skills
· Fluency in English; additional languages are a plus