Job DescriptionPage | 1TITLE: Night ManagerREPORTING TO: Front Office ManagerMAIN PURPOSE OF THE JOB: To ensure that guests are offered the highest quality standards in service ndcare, anticipating their needs and being attentive at all times. Night Manager is responsible for the Hoteloperations during overnight shift hours, focusing on Front Office Operations. Completing the Night Auditand hotel safety/security procedures. Manage Night Porters, ensuring that lal tasks and duties arecompleted to the highest quality standards as per hotel policy.MAIN DUTIES AND RESPONSIBILITIESReception and F&B Operations: Receiving a hand-over from the Duty Manager/Receptionist and ensuring that all aspects of night service aredealt with in an efficient and effective manner. To be responsible for a cash float which must be balanced at the start and end of each shift. Ensure the float hasadequate change and request further change when required. To ensure that you are wearing correct uniform in line with company standards and your name badges. To welcome guests to the hotel in a courteous and helpful manner. To handle any guest complaints or problems promptly and to ensure that all resolved and unresolved problemsare reported to the Duty Manager. To highlight any guests' special requests details to the Day team/relevant department to ensure they are caredfor correctly. Ensures all guests are assisted with their luggage when arriving or departing hotel. Parks and retrieves guest vehicles. Calls taxis for guests. To ensure that a suitable method of payment for each guest account at the time of check in. Undertake payment or pre-authorisation from the guest following correct standard procedures and checkingdetails accurately. ensuring credit is only open to those guests with authorisation. Informs guest about formalities. any special conditions relating to their stay and the services available. To make additional charges to guest and conference accounts. using the Hotel's software system. Ensure that all guests are safe and comfortable. Be fully aware of all daily and weekly events in the hotel. Serve guests at the resident bar/lobby ensuring accuracy by checking name and room number and having guestto sign bill. Ensures the breakfast rooms are set for the next day's business and ensure all meeting rooms are cleaned andvacuumed nightly To ensure that the public areas are cleaned in a manner that exceeds our guest's expectations and is to the Hotelstandards. Completing daily and weekly cleaning task. To produce room service food in line with Food Hygiene standards and that the service provided complies withthe Hotel standards. Ensures that wake up calls are made promptly. Ensure breakfast trays are set and early breakfast delivered to rooms. Follow night audit procedures and generate the relevant reports for each department. To undertake any other duties which may be assigned to the role. Maximise revenue where possible by means of up selling. Carry out a comprehensive hand over to early Duty Manager before end of shift.Security: Ensures all access to the hotel is secure as required by hotel policy and procedure.Page | 2 Ensuring the minimum of 3 security checks at regular intervals with emphasis on security. and fire safety. To conduct security floor walks and car park checks throughout the night. Ensures that all F&B outlets are closed down correctly. Ensures that the all hotel stores are locked. Ensure that all guests are safe and comfortable. Comply with all Hotel policies. procedures and standards. Understands the Hotel's fire. emergency and bomb procedures. Report all maintenance faults to the Maintenance Manager and Duty Manager. Record all accidents and injuries. which occur on the premises to the Duty Manager.Team Management: Inform all overnight staff of nightly activities. group and VIP arrivals as well as special requests and repeatguests. Making sure that staff are wearing the correct uniforms in line with hotel standards. Ensures all VIP guests are highlighted and actioned on. Managing and monitoring the activities of all employees during a night shift. Supervise the Night team to ensure that they are performing their nightly tasks in line with the night checklistand hotel health and safety standards. Supervise Room Service with attention to accuracy and efficiency of orders. Give assistance to other departments as and when necessary. Motivate the Night team and focus on improving and increasing service delivery efficiency. Plan and produce rosters ensuring effective deployment of the team. Attend meetings and training sessions as and when required. Conduct annual Appraisals with Team Members. Brings issues concerning employee satisfaction to the attention of the department manager and HumanResources. Participates in employee progressive discipline procedures. Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. General:Guest Service & Focus: To comply with the company Guest Service policy by ensuring that our guests are a priority always; toendeavour to anticipate guest needs & respond appropriately. care for and resolve any queries. requests andcomplaints. We support and respect each other as colleagues whether in a support role or frontline with our guestSERVICE STANDARDSThe quality of the services we provide are central to the future success of the Company and vital to earning a loyalcustomer base. To comply with the company Guest Service policy by ensuring that our guests are a priority always, toendeavour to anticipate guests needs and respond appropriately, care for and resolve any queries, requests, andcomplaints. We support and respect each other as colleagues whether in a support role or frontline with our guests.GENERAL To reflect and enhance the Company's mission statement and objectives in all activities. Be aware of both environmental concerns and energy conservation throughout your workplace. To attend and have input at meetings as required. Ensure that all requests and correspondence from colleagues and management are dealt with in a timely andaccurate manner. To communicate any relevant information to colleagues and other departments as required. Attend all training courses as assigned to you by management. Be proactive with regards to personaldevelopment, highlighting areas of development you are interested in.Page | 3 Receive and deliver when necessary constructive feedback in a respectful and courteous manner. Assist with training of new team members as required. To work closely with the Management Team to continuously improve standards within the Hotel by embracingand accepting cost efficiencies, new technology, customer service and facility management. Provide assistance at other MHL properties as required. Carry out any other duties as requested by management. Adhere to all regulations in respect of Company policies and procedures as outlined in the Team MemberHandbook. http://www.mhlhotelcollectionemployeehandbook.com Report to Management, on a confidential basis, any activity that could be damaging to employment, customerexperience or the Company.This job description is not intended to be exhaustive or restrictive and may be amended as the business requires.It is envisaged, that as a member of the team you will at all times act in accordance with our company policies and inthe best interest of the company.We expect that you will display honesty and integrity in your actions and deeds and that you will be flexible in yourapproach to meeting the needs of the business and your own role.Declaration:I have read this job description and have a clear understanding of the duties and responsibilities of the role. Iunderstand that due to the nature of the business the role will be constantly evolving to ensure that the needs of ourcustomers and the business are constantly met and surpassed.Name (Print): Signature: Date:
