Front Desk Night Manager

IHG•San Antonio, TX

2d•$26 - $28

About The Position

Oversee hotel operations during the day or night shift to ensure guest service standards are met and hotel assets are secured and protected. Represent hotel management in judgment and decision-making, typically taking charge of hotel operations when the General Manager and/or other management staff are absent. The role does not routinely perform front desk or night audit functions. The manager may oversee nighttime security, serve as manager on duty as needed, and perform other assigned duties.

Requirements

Some college and three years of guest service or hotel experience, or an equivalent combination of education and/or experience.
Full knowledge of the guest service/night function.
Fluent English.
Communication skills and the ability to interact with guests, employees, and third parties in a way that reflects positively on the hotel, brand, and Company.
Reading and writing abilities for paperwork, shift reports, and giving and receiving instructions.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
Problem-solving, reasoning, motivating, organizational, and training abilities.
Ability to travel to attend workshops, conferences, and similar events.
Ability to carry or lift items weighing up to 25 pounds; frequently stand and move about the hotel, handle objects and equipment, and bend, stoop, and kneel.

Nice To Haves

Some supervisory training or experience preferred.
Other languages preferred.

Responsibilities

Manage day or night hotel operations and conduct periodic walk-throughs of departments, public areas, and grounds; correct deficiencies in appearance.
Monitor employee performance during the shift and recommend or initiate disciplinary actions consistent with company rules and policies; report serious issues to management.
Oversee front desk and night audit functions according to established procedures; ensure prompt, professional guest attention, timely completion of audits and reports, and communication and follow-up regarding VIP, Priority Club, and special guest needs.
Resolve guest complaints promptly and professionally under service recovery guidelines to support guest satisfaction and repeat business.
Coordinate employee and guest evacuation or notification during emergencies.
Help educate employees on current safety issues and compliance with health and safety regulations; inform management of hazards, emergencies, or threats to guests, employees, or hotel assets.
Ensure procedures are followed for the security of money, credit and financial transactions, and guests.
Inspect front-office and public areas throughout the shift and correct deficiencies.
Document incidents involving guests or employees and other relevant events in appropriate reports; report injuries to Loss Prevention according to policy.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Interact with guests to support their satisfaction and with regulatory agencies, law enforcement, local government authorities, and other contacts as needed on safety, compliance, and related matters.
May serve as manager on duty as required.
Perform other duties as assigned.