Night Manager

AccorHotel•New Orleans, LA

1d•Onsite

About The Position

The Night Manager is responsible for overseeing the hotel’s overnight operation and serving as the Manager on Duty, ensuring exceptional guest service, operational excellence, and the safety and security of guests and colleagues. Understand and promote the hotel’s vision, leaders job results list and departmental vision; Provide supervision for the entire Front Office team, which includes front desk agents, telephone operators, club floor, concierge and bell/door persons; Handle all guest related issues and oversee and address any challenges in any area of the hotel to ensure during the Manager on Duty shift Coach and counsel the Front Office team to provide exemplary guest service; Lead by example and sustain an environment of Respect, Integrity, Teamwork, Empowerment and positive employees relations. Develop and maintain standards for the department, while adhering to Fairmont’s core standards; Provides direction and support to line associates in their daily tasks relating to their positions. Communicate and liaise effectively with other leaders in the department and hotel; Energize the brand by promoting our guests loyalty program: Fairmont President Club; Ensures proper staffing and scheduling of all front office colleagues in accordance to productivity guidelines; Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation; Supports daily and weekly selling strategy in accordance with yield recommendations and promotes maximizing of revenue and occupancy on a daily basis; Ensures all daily, monthly and quarterly reporting is completed on a timely basis; Ensures review of daily payroll punches and edits as necessary, records time and attendance occurrences for all associates in Time and Attendance Log; Ensuring that all job check lists have been completed daily: Front Desk AM and PM, Fairmont President Club, Royal Service, Concierges and Guest Services Coordinator; Review three day forecast and adjusting staffing levels as needed; Review, verify and react to all group resumes, checking billing, room types, arrival, departure dates, and VIP designations. Ensure that each of them has a checklist attached and it has been completed. Make sure that all parking requirements are sent to the Valet Parking Supervisor weekly and a follow up is done daily; Adhere to and sign off on all clerk cash handling, balancing of shift closings, and adjustments; Maximize our brand by promoting our upsells programs and managing guest’s appeasements; Ensure all welcome calls and reservation confirmation calls are being completed by Royal Service daily and it is being maintained consistently; Complete with accuracy and timeliness any and all project related work designated by Director of Front Office Operations; Completion of Night GSA’s duties when working the overnight shift alone.

Requirements

Hotel Management Degree and two to three years related experience and/or training; or equivalent combination of education and experience
Minimum 2 years in a leadership position in rooms, including a solid working knowledge of the Front Office Operation
Must be a strong team player with proven leadership, development training, team building, problem solving and delegating skills
Proven ability to adapt to change and implement change
Excellent motivational, interpersonal and written and verbal communication skills
Highly organized, career and results oriented with the ability to be flexible with hours, assignments and additional duties
Passionate about Guest Service and able to deliver excellent guest service skills
Have thorough knowledge of emergency policies, procedures and systems and experience in applying knowledge
Ability to stand for periods of time
Ability to lift up to 80 pounds of luggage with late arrivals
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence

Nice To Haves

Operational knowledge and use of Property Manager, Word and Excel is preferred

Responsibilities

Overseeing the hotel’s overnight operation and serving as the Manager on Duty
Ensuring exceptional guest service, operational excellence, and the safety and security of guests and colleagues
Providing supervision for the entire Front Office team
Handling all guest related issues and overseeing and addressing any challenges in any area of the hotel
Coaching and counseling the Front Office team to provide exemplary guest service
Leading by example and sustaining an environment of Respect, Integrity, Teamwork, Empowerment and positive employees relations
Developing and maintaining standards for the department, while adhering to Fairmont’s core standards
Providing direction and support to line associates in their daily tasks
Communicating and liaising effectively with other leaders in the department and hotel
Promoting the guests loyalty program: Fairmont President Club
Ensuring proper staffing and scheduling of all front office colleagues in accordance to productivity guidelines
Communicating through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation
Supporting daily and weekly selling strategy in accordance with yield recommendations and promoting maximizing of revenue and occupancy on a daily basis
Ensuring all daily, monthly and quarterly reporting is completed on a timely basis
Reviewing daily payroll punches and edits as necessary, recording time and attendance occurrences for all associates in Time and Attendance Log
Ensuring that all job check lists have been completed daily
Reviewing three day forecast and adjusting staffing levels as needed
Reviewing, verifying and reacting to all group resumes, checking billing, room types, arrival, departure dates, and VIP designations
Ensuring that each group resume has a checklist attached and it has been completed
Making sure that all parking requirements are sent to the Valet Parking Supervisor weekly and a follow up is done daily
Adhering to and signing off on all clerk cash handling, balancing of shift closings, and adjustments
Promoting upsell programs and managing guest’s appeasements
Ensuring all welcome calls and reservation confirmation calls are being completed by Royal Service daily and it is being maintained consistently
Completing with accuracy and timeliness any and all project related work designated by Director of Front Office Operations
Completion of Night GSA’s duties when working the overnight shift alone