Night Manager

Royal Sonesta Downtown Chicago, IL•Berwyn, IL

7d•$60,000 - $67,000•Onsite

About The Position

The Night Manager acts as Manager on Duty for the overnight shift. Ensuring completion of end of day and Night Audit functions. Overseeing the Front Desk and PBX on the overnight shift. Provide operational support to the Front Office with daily overnight Front Office Tasks and Guest Services Support. Assisting in preparation for daily VIP Arrivals, Travel Pass Arrivals, and assisting the Director of Front Office / Front Office Manager as instructed.

Requirements

Must be able to work the overnight shift.
Must have experience in Front Office operations.
Must have experience with Night Audit functions.
Must have experience handling guest issues and complaints.
Must have experience with cash handling procedures.
Must have experience with health and safety procedures.
Must have experience with training staff.
Must be able to work independently and as part of a team.
Must have excellent communication and interpersonal skills.
Must be able to work flexible hours, including weekends and holidays.
Must be able to stand for extended periods of time.
Must be able to lift up to 25 pounds.

Nice To Haves

Experience as a Manager on Duty.
Experience with SOX compliance.
Experience with VIP guest services.
Experience with group arrivals preparation.
Experience with housekeeping coordination.

Responsibilities

Ensure end of day process is completed.
Manage and perform all Night Audit functions.
Handle walked guests and follow up reports following specific standards.
Responsible for Overnight Departmental Rounds to assure all Departments are properly operating, assuring staffing, presentation and the usage of Sonesta Standards.
Prepare the daily SOX compliance report.
Audit Travel Pass arrivals for next day.
Review all VIP arrivals assuring proper accommodations, amenities and that all Front Office team members are aware and handle VIP’s accordingly.
Following up with Front Office team with any issues or log entries from the prior shift, also adding comments to Daily Management Log.
Update guest profiles in all necessary systems to assure that all departmental teams have as much information as possible on our guests. Update the relevant departments so they are aware of the profile information as necessary.
Handle all group arrivals preparations to assure that any specific Front Office operational needs are met and handle correctly.
Proactively be aware of all guest arrivals and departures to ensure that sufficient staff are available to service them, also assure that all outlets are staffed to handle volumes of business as they occur – assist where necessary.
Coordinate with Housekeeping to ensure that all arrivals are correctly handled in accordance with early check in procedures.
Promote a positive perception of the company both internally and externally.
Support the Front Office team where necessary to ensure that all Sonesta department objectives and standards are met.
Ensure the Hotel is always well presented, with reference to the cleanliness, internal and external maintenance.
Anticipate and rectify problems to ensure a guest's wellbeing and satisfaction with the hotel.
Follow correct cash handling procedures.
Responsible for the safety of all persons in the Hotel and ensure that all health and safety procedures are adhered to.
Ensure that all reports are completed accurately and within the required timelines.
Ensure that all reports and guest issues are handled correctly and that any issues or discrepancies are investigated, corrected and report to the Director of Front Office.
Report to managers any items of interest/concern regarding actions by their staff so that appropriate measures may be taken by that manager regarding coaching/counseling/commending of the department employee.
Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions. Conduct training for all current and new associates.
Deliver Passionate & Engaging Service to our Guests
You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
You will consistently deliver our GUEST model: Thank everyone, Solve and own all requests/complaints, Establish/anticipate needs, Use eye and ear contact and guest’s name, Greet or welcome everyone, warmly with a smile
Build solid relationship with your Colleagues
Treat colleagues with respect and dignity
Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.