Night Manager
POSITION PURPOSE: To oversee all hotel operations in the absence of department managers on the evening/3rd shift. To resolve all guest complaints to a level which exceeds the customer’s expectations. To respond promptly and appropriately to emergency situations. Responsible for security tours throughout the property ensuring safety of guests and associates and security of assets.
ESSENTIAL FUNCTIONS:
Actively involved in all hotel/restaurant operations during the shift. Assists associates as needed to expedite timely and courteous service.
Fields guest needs/concerns, conducts thorough research to develop the most effective solutions and negotiate results.
Listens and extends assistance in order to resolve any problems that may arise.
Establish and maintain effective associate relations.
Trains and develops Night Audit and Security officer associates.
Coaches and counsels and performance reviews of Night Audit and Security staff.
Conducts security tours of property to include parking lot/ramp on a regular basis throughout the shift.
Completes security and incident reports as needed.
Assists in enforcing decisions made by fellow managers. Acts as Manager On Duty during the overnight hours.
Ensures guest corridors are clear of room service trays and other items
Handles noise complaints, credit problems, employee conflicts, guest relocation, and eviction of unruly guests.
Acts as security utilizing diplomacy and good judgement.
Full knowledge and participation in the hotels Fire, Safety, Security, and Environmental plan and/or committees.
Regular room and public space inspections on a nightly basis.
Perform other duties as assigned.
POSITION REQUIREMENTS:
Basic leadership skills including coaching, motivating, counseling, and disciplining.
Ability to use computer keyboard, telephone, and electronic equipment to meet requests effectively.
Ability to communicate all significant incidents/accidents in clear English language, utilizing excellent writing skills.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to diffuse anger and collect accurate information and professionally resolve problems.
Considerable knowledge of all departments’ functionality, hotel facilities/services, as well as city and current events.
Excellent verbal communication skills.
Good hearing and visual ability in order to detect signs of emergency.
High school diploma required.
Prior hotel experience required, prior supervisory experience preferred.
Conflict resolution skills.
Multi-tasking skills.
Ability to meet deadlines and work toward department goals.
CPR and First Aid certification required.