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
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