Night Manager

Four Points by Sheraton Kelowna Airport • Kelowna, BC

1d • Onsite

About The Position

The Night Manager will oversee both the Four Points and Hampton Inn & Suites properties. The position is required to guarantee optimum guest relations concurrent with managing and supervising department staff members. This position is responsible for the overnight operations of the hotels from 11pm to 7:30am and will verify the accuracy of guest accounts, balancing charges and revenues, as well as assisting with all aspects of guest services.

Requirements

• Previous experience in hotel front office, night audit, and supervisory/management roles
• Strong leadership, coaching, and team development skills
• Excellent guest service and conflict resolution abilities
• Strong organizational skills with high attention to detail and accuracy
• Ability to multitask and make confident decisions in a fast-paced overnight environment
• Valid Class 5 driver’s license with a clean driver’s abstract

Responsibilities

• Assist in the direction and administration of all Front Office operations: guest service and registration (check-in/check-out), room inventory and availability, systems use and management, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
• Responsible for verifying the correctness of guest accounts by balancing each department’s income, as well as posting room, tax, etc. to guest folios.
• Accuracy and accountability of payment verification, process deposits and currency exchange. Maintains cashier float supplied. Reports any overages or shortages daily.
• Run and complete daily reports, analyze data and make decisions based on data
• Supervise the daily operations of the Hotel
• Assist night audit staff with late night room calls of guest request or noise complaints
• Respond promptly to all guest requests; resolve guest issues and concerns to guest satisfaction; informing managers of maintenance deficiencies, and service issues
• Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate well being is preserved. Sets a positive example for guest relations.
• Anticipate sold-out situations and obtain alternative accommodations when the property cannot accommodate guests with reservations; ensuring the guests have a proper form of transportation to the next hotel
• Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications
• Records and makes all wake-up calls in an appropriate manner
• Recruit, interview and train all Night Audit team members: Assist in monitoring and developing team member performance, providing supervision and professional development, scheduling, conducting evaluations (2 months, 1 year etc.) and delivering recognition and reward; Coaching employees to assist in strengthening their skills with guests and coworkers
• Ensures associates understand customer service expectations and parameters (current knowledge of hotel products, services, facilities, events, pricing and policies)
• Follow all company policies and procedures; Ensure uniform and personal appearance are clean and professional with all staff members while on shift
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
• Ensure month end documents are complete and emailed to the correct individuals
• Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Maintains a strong working relationship with all departments to support property operations and goals
• Communicating properly to each department with every issue that might arise accurately and timely
• Completing accurate incident/workers compensation reports with every issue that might arise accurately and timely
• Enforcing hotel policies as it pertains to guests; ensure all health and safety measures and all liquor laws are obeyed, particularly those prohibiting service to minors and intoxicated persons
• Must have complete knowledge of policies and procedures to be followed in case of an emergency i.e. accident, death, elevator, thefts, fire, bombs etc.
• Familiarity with life safety, fire panel operations, location of isolation valves, and basic building maintenance knowledge
• Good city knowledge, with the ability to give great directions, and recommendations to restaurants and attractions
• Move, list, carry, push, pull and place objects weighing less than or equal to 50Ibs
• Maintain confidentiality of proprietary information
• Attend departmental meetings
• Keeping up with ongoing training in in both learning platforms (100% completion required)
• Oversee night shuttle team and assist with the transportation of guests as required; must possess a class 5 license and clean drivers abstract
• Empowers associates to provide excellent customer service.
• Serves as a leader in displaying outstanding hospitality skills.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction
• Assist with driving the Shuttle when needed
• Duties as Assigned by Management
• Hampton Inn & Suites specific duties: In charge of processing all no show/late cancellation reward stays – ensure the amount is posted and the amount owed to the hotel is posted into the Hilton Honors clearing account.
• Monitoring of all reward stays to make sure to reconcile the amounts posted to the Hilton Honors clearing account with the month end Hilton invoice
• Clear knowledge in PEP PM, PEP R&I and Kaba
• Four Points specific duties: Ensuring Empower is monitored regularly with chats and cases responded too within the scheduled time frames
• Review and assist with Guest Voice surveys
• Clear knowledge in Lightspeed, Squirrel and VisiOnline

Benefits

• Extended Health and Dental Benefits
• World-wide accommodation and dining discounts with Marriott and Hilton brands
• An excellent work environment, with a focus on staff recognition and teambuilding
• Room for growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed