Front Desk Night Manager (Salaried; Overnight Shift) - InterContinental Houston

IHG•Houston, TX

4d•$48,000 - $50,000

About The Position

The Front Desk Night Manager oversees hotel operations during the assigned shift to ensure guest service standards are met and hotel assets are secured and protected. The role represents hotel management in judgment and decision-making and is typically in charge of hotel operations when the General Manager or other management staff are absent. It does not routinely perform front desk or night audit functions. The manager oversees front desk and night audit functions, monitors employee performance, coordinates with other shifts and departments, handles guest complaints, and supports safety, security, and emergency procedures. The position may also oversee nighttime security and serve as manager on duty.

Requirements

Some college and three years of guest service or hotel experience, or an equivalent combination of education and experience.
Full knowledge of guest service and night functions.
Fluent English.
Ability to carry or lift items weighing up to 25 pounds.
Ability to frequently stand and move about the hotel, handle objects and equipment, and bend, stoop, or kneel.
Demonstrated ability to interact with guests, employees, and third parties in a manner that reflects highly on the hotel, brand, and company.
Reading and writing abilities for paperwork, shift reports, and giving and receiving instructions.
Basic mathematical skills, including 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.
Must be able to work nights, weekends, and/or holidays.

Nice To Haves

Supervisory training or experience.
Knowledge of additional languages.

Responsibilities

Ensure procedures are followed for the security of money, credit and financial transactions, and guests.
Monitor the performance of employees scheduled during the shift and recommend or initiate disciplinary actions in accordance with company rules and policies; report serious issues to management for follow-up.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Interact with guests to ensure their total satisfaction and communicate with regulatory agencies, law enforcement, local government authorities, and other outside contacts as needed.
Resolve guest complaints promptly and professionally in accordance with service recovery guidelines to promote guest satisfaction and repeat business.
Oversee front desk and night audit functions, ensuring guests receive prompt professional attention, are greeted upon arrival, and audit functions and reports are completed on time.
Communicate VIP, Priority Club, and special-needs or special-request information to staff and follow up on execution.
Help educate employees on current safety issues and ensure compliance with health and safety regulations.
Inform management of hazardous situations, emergencies, or threats to the security of guests, employees, or hotel assets.
Manage hotel operations during the day or night shift and conduct periodic walkthroughs of departments, public areas, and grounds; correct deficiencies in appearance.
May oversee the nighttime security function.
Coordinate employee and guest evacuation or notification during emergencies.
Conduct routine inspections of the front office and public areas and correct deficiencies.
Document incidents involving guests or employees and other relevant events in appropriate reports; report injuries to Loss Prevention in accordance with policies and procedures.
Serve as manager on duty as required.
Perform other duties as assigned.