Night Manager

Main duties & responsibilities:

• Is available to register, process, and greet guests promptly
• Checks the daily arrival list
• Welcomes guests to the hotel
• Responds to guest’s requests for information about the hotel and its surroundings
• Arranges for special services requested by guests
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
• Arranges or delegates fulfilment of customer services by supplying limited services in the following areas:

- Telephone services

- Business Service Centre

- Housekeeping

- Reservations

- Room Service

- Bar service

• Prepares night audit reports as requested
• Develops and maintains a working relationship with the local fire, police and government agencies
• Patrols the hotel on regular basis and documents activities in accordance with safety and security policy
• Process written reports involving security at the hotel by communicating hazards with department heads and taking appropriate action
• Develops written procedure for handling any emergency that would require partial or complete evacuation of the hotel such as fire, armed robbery, severe injuries, power failure or bomb threats
• Ensures that all hotel entrances and exits are locked and unlocked per hotel policy
• Maintains hotel key management procedure and ensures that all keys are accountable and only authorized persons have access to keys
• Closes the different outlets at closing time or liaising with the supervisors.
• Ensures that all meeting rooms and conference rooms are secured to keep unauthorized individuals out of area and prevent theft.
• Completes daily security log, including pertinent information from the shift.
• Anticipates possible and probable hazards and conditions and either corrects them or act to prevent them from happening
• Follows-up and verifies arrivals by updating registration cards in regard to spelling of guest’s name, address and method of payment
• Changes room rates and guest rooms if a discrepancy found and informs the morning management about the changes
• Handles incoming guest room reservations
• Handles reservations for guests with rental cars, restaurants, etc.
• Is aware, at all times, of current room status and room availability
• Is fully aware of Trigon Hotel Group service concepts
• Is fully aware of, and knows how to handle, all current and future hotel promotions
• Utilises yield management to maximise room revenue, and to fill the hotel to maximum occupancy while also proactive selling
• Increases hotel revenue by promoting food and beverage alternatives within the hotel and managers upselling and proactive sales technique amongst the night team.
• Familiar with the Owners and key stakeholders
• Minimises loss of revenue by adhering to all established credit procedures
• Insures all guests establish credit upon check-in
• Receives proper approval codes for cash and credit card paying customers
• Identifies and records special billing instructions and notifies accounting and Front Office Manager
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes
• Adheres to hotel policies regarding the use of cash banks
• Communicates effectively with customers, colleagues, and supervisors
• Demonstrates teamwork by co-operating and assisting colleagues as needed
• Keeps effective key control
• Ensures that guest mail and messages are delivered promptly
• Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests
• Issues safety deposit boxes to guests upon request
• Maintains a clean and tidy lobby, and performs light cleaning duties if required
• Continually look at new ways to improve service standards and offerings at Trigon Hotel Group
• To complete a weekly rota ensuring adequate coverage, effective holiday control and cost-effective wages in line with projected business.
• Respond to guest comments and criticism in a constructive and positive manner, looking at as an opportunity to build guest count. Educate and empower team to act in a similar capacity.
• Demonstrate and encourage all member of team to a high ethical standard always, adhering to standards laid out in the Company’s handbook
• Conduct regular communication with team and attend departmental communication meetings
• Ensure team receive timely and meaningful performance reviews or job chats
• Carry out team training's on an ongoing basis