Night Manager

IHG•Southbridge, MA

6d•Onsite

About The Position

The Night Manager is responsible for overseeing front and back of house operations during their shift, ensuring adherence to hotel policies and procedures, managing staff, and handling guest complaints. This role involves extensive use of hotel systems, financial reconciliation, and reporting.

Requirements

Bachelor's Degree
Microsoft Office tools
Microsoft Excel
Fidelio/Opera
Holidex Plus
Micros
2 to 4 years of experience
Customer Service Orientation
Problem-Solving/Decision Making
Planning/Organizing
Adaptability/Flexibility
Developing others

Responsibilities

Conducts inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking
Meets and greets VIPs
Handles all Complaints
Ensures working of all Front Office Policies and Procedures
Ensures effective shift hand-over
Be knowledgeable of Front Office systems and knows back up procedures and system recovery procedures
Efficient check in and checkout process
Reviews and monitors early morning wake up procedures
Posts room charges
Maintains correct guest registration cards
Maintains special programs (e.g. frequent flyer; priority club)
Effective management of incoming and outgoing calls
Maintains current Hotel information
Provides information on memberships
Communicates problems, resolved or unresolved to your Supervisor at shift change over and document in log book
Completes knowledge of all room types, hotel matrix, and facilities
Reviews arrival lists and anticipate needs
OPERATES COMMUNICATION EQUIPMENT
ACCESSES AND USES ROOMS COMPUTER PROGRAMS
Conducts Credit card checks
Ensures staff adhere to Standards and Procedures for cash handling
Maintains own cash float
Corrects banking
UPDATES GUEST HISTORY MAINTENANCE
Prepares contingency reports
Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed
OVERSEES THE NIGHT AUDIT FUNCTION
Develops, updates and trains standards and procedures
Produces Revenue Reports
Performs file backup maintenance
Reviews all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers
Week end and Month end reports completed in line with policy
Advises Line Managers of recurring errors