Overnight Manager

Conrad Hotels and Resorts•Nashville, TN

18d

About The Position

The Overnight Manager is responsible for assisting the Front Office Manager in managing the overnight operations for guest relations, guest services, and concierges; including profitable financial management and proactive strategic leadership. This role will contribute to the organization as an active business partner that is responsible for supporting the company’s goals, objectives, vision, and values.

Requirements

Minimum of four (4) years’ experience in customer service
Two (2) years of hotel supervisory experience
Advance skills in Word, Excel, PowerPoint, OnQ, and Outlook; daily use of nearly all programs will occur
Excellent time management and organizational skills
Excellent verbal and written communication skills
Demonstrated aptitude for problem solving and problem identification.
Extensive proficiency in Outlook, Teams, Excel, Word, and PowerPoint required and ability to manipulate data essential.
Ability to manage multiple tasks and responsibilities at once.
Strong customer service focus
Ability to work in a fast-paced team environment.
Attention to detail required.
Excellent interpersonal skills and demonstrated maturity.
Able to work overtime as needed.
Ability to stand or sit for extended periods of time, reach, grasp, walk, hear, see, talk and perform repetitive motions.
Ability to push, pull, carry, lift or otherwise move up to 10 lbs.
At least 18 years of age
Basic computer skills
Must be able to read, communicate effectively and have superb interpersonal skills
Must be able to work well under pressure while retaining tact and composure when resolving guest complaints

Nice To Haves

Familiarization with hotel reservations/revenue management concepts and tools preferred.
Management or supervisory experience
Experience with programs such as Vision One, Galaxy, Lightspeed or RTP
Communication in other languages is helpful

Responsibilities

Lead by example, support the department operation and provide direct service to guests as needed.
Oversee the arrival and departure experience, ensuring guest expectations are exceeded at all times
Co-ordinate the complete preparation of all associated services for the arrival experience of all guests.
Assist in creating and implementing profit and flow-through enhancing strategies and programs.
Assist in creating, implementing and executing department trainings, recruiting and innovative pre-shifts.
Co-ordinate VIP’s, meet them, register and escort to their rooms, according to set standards and farewell departing VIPs
Ensure all guest needs are dealt with immediately, complaints are accepted, recorded, and followed up accordingly to standards
To allocate VIP rooms and check prior to arrival
Ensure all front office staff are aware of any events within the hotel and local area
Ensure consistently high standards of presentation are maintained for both the department and the personnel
To complete the daily reports and walk the hotel
Comply with all systems and procedures laid down by Front Office Manager, as Rebate-, Upgrade-, and Cash handling Procedures