Night Manager (Arden Hotel)

Amacon•Vancouver, BC

40d•$60,000 - $65,000

About The Position

The Night Manager plays a key role in delivering this experience by ensuring the seamless overnight operation of the hotel. Reporting directly to the Director, Guest Operations, the Night Manager balances operational excellence with exceptional guest service, overseeing nightly financial and operational processes, and actively engaging with guests. This role is essential in upholding the standards and service culture of a luxury boutique hotel.

Requirements

Experience: Minimum of 2 years previous service excellence in a guest services, reservations and/or audit-related capacity within a luxury hotel environment
Knowledge of Vancouver’s local attractions, culture, and experiences
Detail oriented with a high level of accuracy
Exceptional interpersonal and customer service skills.
Must understand how to communicate, negotiate, and network effectively.
Good organization and time management skills.
Well-organized and responsible with an aptitude in problem-solving.
Strong understanding of hotel operations and guest service standards.
Strong communication skills, both verbal and written with the ability to interact with guests, colleagues and leadership.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
Passion for hospitality and a genuine desire to exceed guest expectations.
A team player with a high level of dedication.
Flexibility to work overnight shifts, weekends, and holidays.
A valid driver’s license and abstract is required.
Computer Skills: Proficiency in hotel management systems and Microsoft Office Suite.

Nice To Haves

Multilingual abilities are considered an asset.

Responsibilities

Perform all Night Audit duties, including but not limited to the posting of room and tax charges, balancing and reconciliation of accounts, statistical reports, MOP settlements and ensuring that revenue opportunities are maximized under controlled parameters
Have a consistent and constant Front Desk presence throughout your shift until AM EA arrives in the morning. Sitting in the back office during overnight is not permitted
Follow up on Arden emails and communicate with the Director, Guest Operations, for updates and follow up as necessary
Spot check 5 cars for accuracy: Damage, location, departure date, car and guests details
Check for any Open Folio Report Daily and make sure to close all Open Folios before rolling the night audit. Send email to follow up if unable to close overnight
Review Credit Card refunds transactions for the day in Opera and send email to accounting directly
Review Arrival List for next 3 days prepared by PM EA and double check if all preferences and guests inquiries are communicated to appropriate departments and recorded on Ebook for the follow up
Balance Market Segment in a nightly basis by creating daily Market Segment Tracking sheet for Night Audit team and communicate with accounting for immediate follow ups
Communicate Daily with accounting team to learn about errors and discrepancies from night audit team
Review amenity supplies as required and provide updates to manager regarding restocks
Monitor reservation & Concierge emails overnight and confirm that all emails and inquiries have been completed or forward to the appropriate departments
Balance Room Inventory for next 3days.
Review House Accounts and reconcile
Create EA Performance Tracking sheet for EA posting error and Missing Information in Opera from check in
Night Houseperson Performance Report. (Please include brief Night House Person report. Cleanness of the lobby and other common areas, clear Communication via radio or phone, Front desk presence during night audit team’s car check, Lobby Floor Moping time, Front entrance presence from 6am-7am, Is he to assist for any inquires overnight and so on)
Always engage hospitality, acknowledging everyone within your immediate proximity and exchanging hospitable eye contact at all times
Assist fellow colleagues throughout the hotel to provide our guests with incomparable individual experiences
As a Night Manager, you represent the Arden at all times - ensuring your personal presentation, uniform and body posture reflect our luxury brand
Work in a consistent "Safe Work Practice" manner at all times
Ensure that communication with fellow colleagues is professional at all times
Courteous and professional verbal communication. Recommended responses are "my/our pleasure, you're welcome, happy to help, absolutely, of course, anytime, I would be delighted"
Periodic skill testing on Vancouver experiences will be reviewed to ensure knowledge is current
Provide support and assistance as requested or required by the Manager-On-Duty
Welcome our guests during the arrival process, collecting & confirming pertinent guest information and ensure our reality meets their expectation
Make a last impression on departure, settling final accounts, offering your personal assistance on future reservations and taking immediate ownership of any concerns
Go the extra mile, responding to guest inquiries with ease & finesse and performing in an intuitive manner that stirs the guest's soul
Provide courteous and efficient telephone service and person care at the level expected at 5 diamond/star hotels
Field reservations inquiries from perspective guests via all available communication channels, providing suitable guestroom options that complement their needs and wants, being sure to secure the final booking
Ensure inter-departmental communication and cooperation in the interest of continued guest satisfaction
Flexible with working hours as your responsibilities when scheduled may include a night audit support when required
Self-motivator, well organized and flexible to the ever changing needs of our hospitality industry