Night Manager

Job description / Role

Job Description

Main Duties

- To be an ambassador of the Front Office and of the hotel, in and outside the work place.
- To ensure the efficient running of the night operations in the hotel.
- To oversee directly the overnight ambassador of the hotel and indirectly the Front Office operations during the night, including the Reception, CID, Bell Desk, Concierge, Guest Relations, Business Center, Airport representatives, Drivers and Valet Parking, ensuring that the hotel standards and procedures are fully known and followed.
- To ensure uncompromising levels of cleanliness and maintenance through each ambassador's responsibility.
- To ensure appropriate stock level for the smooth run of the night operations and to approve requisitions accordingly.
- To ensure a proper use of the telephone etiquette as per Sofitel standards.
- To ensure a proper coverage and supervision of all the sections at all times during the night.
- To be present in the reception or lobby during check-in and check-out time or any event and to socialize with guests, playing a Public Relations role.
- To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
- To personally greet and escort the guests rather than pointing out directions.
- To ensure that the privacy of the guests and the confidentiality of the information is respected.
- To act as a representative of the Management when dealing with guest complaints or if a ambassador member is facing difficulties that she/ he cannot solve on her/ his own.
- To manage any guest complaint in a professional manner by resolving it and making sure the guest is satisfied, and recording it.
- To call the DOR for advice in serious cases or if an approval is required.
- To be fully aware of and to report all guest comments or complaints.
- To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.
- To ensure that the night arrival lists are updated, transportation and airport services are scheduled and all the rooms are blocked according to guest requests and needs.
- To ensure proper completion of all CID and local government requirements concerning hotel guests and files.
- To implement and control the "Focus" and other financial and audit procedures.
- To be aware of all VIPs visiting or staying in the hotel.
- To ensure that the night departure lists are updated, check-out times are respected and that the transportation needs are scheduled.
- To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction.
- To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
- To ensure the strict control of room keys and section keys.
- To patrol in the hotel, implementing and following up daily check lists.
- To assist in securing external guest accommodation should an overbooking occur.
- To ensure that the opening and closing times of all the outlets are properly respected.
- To have a sound knowledge of the local environment such as restaurants, and shopping areas or other points of interest within the city.
- To ensure that all the safety and security procedures are well conducted during the night.
- To ensure that all night audit functions are completed efficiently, and to daily review the night audit reports.
- To assist in preparing forecasts and statistics.
- To respect schedules, terms and deadlines as agreed with the Management.
- To check that all ambassadors are aware of the outlet timings and promote the internal activities and events.
- To check that all ambassadors are updated with the latest administrative, organizational, operational or other changes and news.
- To be updated with the competitors' offerings and rates.
- To make regular room and public area inspections and liaise with the Housekeeping Department on deviation from standard set-ups.
- To liaise with Housekeeping Department on the scheduling of rooms for maintenance programs.
- To conduct a daily line up briefing with the supervisors on duty during the night to recapitulate tasks and activity.
- To attend any inter-departmental meeting using this opportunity to review the operational standards and procedures during the night.
- To report daily activity highlights with the Director of Rooms, including internal and external guest opportunities.
- To assist the Director of Rooms in fulfilling administrative responsibilities and monitoring activities. To replace him whenever needed.

Requirements

- To entertain regular and potential clients.
- To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.
- To create an atmosphere of high morale and a happy working relationship among the ambassador during the night.
- To conduct ambassador evaluations and surveys. To develop ambassador motivation and performance through action plans. To be involved in ambassador retention and satisfaction.
- To ensure trainings and regular "refresher" courses are conducted and attended as scheduled.
- To be entirely flexible and adapt to rotate within the different sub sections of the Rooms Departments.
- To carry out any other reasonable duties as assigned by the Director of Rooms.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.