Job Summary:
The Night Manager is responsible for ensuring the smooth operation of the hotel during nighttime hours, providing exceptional guest service, overseeing night staff, and maintaining security and operational efficiency. This role requires strong leadership, problem-solving skills, and a commitment to upholding the highest standards of hospitality.
Key Responsibilities:
Guest Services:
Provide a warm, friendly, and professional welcome to all guests upon arrival and throughout their stay.
Anticipate guests' needs and deliver exceptional service to enhance guest satisfaction.
Address and resolve guest queries and concerns promptly and efficiently.
Ensure 100% guest satisfaction by implementing best service practices.
Record and follow up on all guest feedback and report significant issues to management.
Quality Assurance:
Uphold and promote the hotel’s mission, values, and quality objectives.
Assist in maintaining high-quality service standards across all hotel departments.
Contribute to achieving annual service and quality awards.
Complete departmental checklists and ensure adherence to established SOPs.
Support initiatives to improve guest experience scores and customer service indices.
Operational Standards:
Ensure that all operations comply with Holiday Inn Express brand standards.
Maintain personal and professional presentation, adhering to uniform and grooming standards.
Ensure adherence to departmental SOPs and service protocols.
Assist in enforcing consistent standards of cleanliness, hygiene, and safety throughout the hotel.
Training & Development:
Deliver service training and coaching to new and existing staff.
Attend and facilitate all mandatory and departmental training sessions.
Foster a culture of learning and development within the night team.
Flexibility & Support:
Adapt to flexible work schedules to ensure seamless hotel operations.
Support other departments when needed to enhance overall service delivery.
Health, Safety & Security:
Ensure all accidents and incidents are reported, documented, and addressed appropriately.
Maintain high levels of security within the hotel and safeguard guests and employees.
Oversee the control of master keys and ensure staff vigilance regarding security procedures.
Be fully aware of fire safety, emergency, and health protocols.
Ensure compliance with HACCP and hygiene regulations.
People Management:
Uphold hotel policies regarding grievance and disciplinary procedures.
Maintain high team morale and resolve any employee concerns efficiently.
Set performance targets and encourage staff development through engagement and training.
Foster a culture of collaboration, innovation, and excellence within the team.
Communication & Collaboration:
Maintain open communication with management and all hotel departments.
Attend and actively participate in departmental and interdepartmental meetings.
Provide constructive suggestions and feedback for operational improvements.
Sales & Cost Management:
Assist in maximizing sales opportunities and promoting hotel services.
Support cost control initiatives and stock management to achieve budgeted profit margins.
Ensure security of cash, stock, and equipment in compliance with hotel policies.
Promote hotel events, promotions, and local attractions to enhance guest experience.
Support recycling and waste management initiatives to optimize hotel costs.
Duty Management Responsibilities:
Complete all required checklists and reports during duty shifts.
Handle wake-up calls, room allocations, and VIP guest requests.
Supervise and provide guidance to the night team.
Conduct follow-up calls to ensure guest satisfaction post check-in.
Maintain cash handling, billing, and credit policies.
Coordinate with housekeeping to ensure timely response to guest requests.
Answer telephones, transfer calls, and take messages professionally.
Ensure seamless shift handovers between night and day teams.
Maximize occupancy and rate management during the shift.
Oversee hotel security during the night, ensuring the safety of all guests and staff.
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Ensure accurate posting of charges, banking procedures, and compliance with financial policies.
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Maintain cleanliness and organization of front office areas.
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Assist in enforcing RSA policies and ensuring legal compliance.
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Support and step in for the Night Manager when required.
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Take and process reservations as needed.
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Ensure proper allocation of rooms and group bookings.
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Maintain organized and up-to-date records of all guest transactions and registration details.
The above list is not exhaustive and may be added to in the future.
Pay: €33,000.00-€35,000.00 per year
Benefits:
- Employee assistance program
- On-site parking
Work Location: In person
