Overnight Manager

AccorHotel • Long Beach, CA

1d • Onsite

About The Position

Fairmont Breakers is seeking an Overnight Manager to create a positive work environment for all overnight team members. This role involves managing the Front Office with sharp business acumen, maximizing occupancy, revenue, and average rate while minimizing guest relocations. The manager will assist in forecasting, evaluate daily room revenue and labor vs. business levels, and relay pertinent information to various departments. Key responsibilities include supervising, coaching, and mentoring Front Desk Agents, assigning breaks and tasks, ensuring accurate reporting, and managing staffing levels. The priority is to drive standards on the floor, ensure efficient guest registration, check-out, and telephone service, and handle guest challenges with meaningful resolutions. The role also involves maintaining logbooks, resolving guest and employee concerns, conducting pre-shift meetings, participating in training, recognizing performance, inspecting uniforms and departmental areas, coordinating overnight requests for maintenance and housekeeping, and ensuring adherence to standards like LQA/Forbes 5 stars. Audits, self-audits, talent selection, recruitment, and employee performance reviews are also part of the role. Financial responsibilities include accepting payments, maintaining a house bank, making deposits, reporting receipts, and exchanging currency. The manager will also handle fire panel activity, manage emergency situations, assist with luggage handling and delivery, support other hotel departments as needed, understand local and federal laws, prepare special reports, manage projects, and approve payroll timesheets. Regular and predictable attendance and any other duties as assigned are expected.

Requirements

• 2 Years of leadership experience in hotel Front Office required
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• High school or equivalent education required.
• Previous experience managing emergency situations
• Requires good communication skills, both verbal and written
• Proficiency with systems, namely Microsoft Office and Opera Cloud
• Must possess basic computational ability.
• Must be able to handle delicate situations, prioritizing hotel and guest privacy.
• Ability to act decisively, independent of input to ensure compliance with all Fairmont policies and procedures
• Ability to lead and manage team members, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary
• Ability to solve problems and make rational decisions.
• Knowledge of Hotel operations, its services, and facilities.

Nice To Haves

• Ability to speak Spanish an asset
• Bachelor’s Degree preferred
• First Aid CPR certification an asset

Responsibilities

• Create a positive work environment for all overnight team members.
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
• Review the room availability and check status of departures on a daily basis.
• Manage Front Office with sharp business acumen, maximizing occupancy, revenue and average rate while minimizing guest relocations.
• Assist in forecasting, evaluate daily room revenue and labor vs business levels.
• Relay all pertinent information to the guest Service and Front Desk Agents, the following shift supervisor, Front Desk Manager, and all relevant areas in the rooms division.
• Supervise, coach, and mentor the Front Desk Agents ensuring the correct sequence of events for proper registration and checkout of guests.
• Assign breaks and specific tasks relative to credit, missing addresses, printing registration cards, registering and keying guests, creating check-in packets, posting charges, and overall cleanliness and organization of the Front Desk.
• Ensure required reporting is accurately completed and sent out per compliance guidelines.
• Manage staffing levels as occupancy fluctuates.
• Drive the standards while out on the floor with the Front Desk Agents and Bell Attendants.
• Ensure efficient guest registration, check out, and telephone service.
• Ensure that all duties are completed in accordance with established policies, procedures, and standards.
• Handle any guest challenges that may arise and offer meaningful resolution.
• Resolve any guest opportunity to ensure complete guest satisfaction.
• Use guest opportunities as a training tool for the Front Desk Agents so the problem does not arise again.
• Create a welcoming environment for all guests and patrons.
• Accept requests from guests regarding luggage handling and storage, delivery of items.
• Maintain all logbooks, keeping them accurate, updated and in good order.
• Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved.
• Conduct daily pre-shift meetings.
• Participate in the ongoing training of colleagues for continued performance improvement.
• Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.
• Inspect colleagues’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.
• Manage successful coordination of overnight requests for maintenance and housekeeping, and offer appropriate follow-up.
• Ensure standards including LQA/Forbes 5 stars are adhered to by all overnight team members.
• Conduct audits and self-audits to ensure compliance of standards.
• Participate in the talent selection and recruitment for front office overnight colleagues.
• Lead the talent management initiatives and activities such as reviews, coaching, training, and disciplinary actions.
• Conduct employee performance reviews.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Exchange currency for guests.
• Maintain a daily log of all guests’ opportunities with corrective action steps.
• Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
• Handle fire panel activity.
• Manage different emergency situations as they arise.
• When necessary, actively contribute to the successful operation of the hotel by labeling, handling, and/or storing guest luggage or delivering guest items on request.
• Support bell, door, valet, Royal Service, and concierge desk as needed.
• Understand and practice the local and federal laws and regulations as they affect Fairmont Breakers.
• Prepare special reports, manage projects, and take on new initiatives as directed by management.
• Review and approve payroll timesheets.
• Regular and predictable attendance.
• Any other duties as assigned.

Benefits

• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• Learning programs through our Academies to promote growth and development.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED