Night Manager

TASKS, DUTIES AND RESPONSIBILITIES 

PROVIDE SERVICE AND SECURITY TO GUESTS DURING NIGHT

• Available to register, process and greet guests promptly

• Checks the daily arrival list

• Welcomes guests to the hotel

• Responds to guests requests for information about the hotel and its surroundings

• Arranges for special services requested by guests

• Stays current with developments in the hotel by reviewing the communication log book each shift, updates log book for next shift

• Able to fully train all other Night GSR’s regards the following:

  • Night Audit procedures

  • Relevant reception duties including all opera procedures

  • The F&B point of Sales system

  • Fire panel and procedures

  • Set up of all Banqueting Rooms

• Prepares night audit reports as requested

• Takes ownership for all guests requests, and manages the other GSR’s accordingly

• Delegates tasks, and checks, all other Night GSR’s work, checking against the required standard.

• Allocates rooms and issues appropriate keys

• Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment

• Handles incoming guest room reservations

• Handles reservations for guests with rental cars, restaurants etc

• Is aware, at all times, of current room status and room availability

• Is fully aware of the Resort’s service concepts

• Is fully aware of, and knows how to handle all current and future hotel promotions

• Utilises yield management to maximise room revenue, and to fill the hotel to maximum occupancy

• Increases hotel revenue by promoting food and beverage alternatives within the hotel

• Minimises loss of revenue by adhering to all established credit procedures

• Ensures all guests establish credit upon check-in

• Receives proper approval codes for cash and credit card paying customers

• Identifies and records special billing instructions and notifies Financial Controller/Accounts Department

• Completes shift closing accurately by getting appropriate approval signatures and authorisation codes

• Adheres to hotel policies regarding the use of cash banks

• Communicates effectively with customers, colleagues and supervisors

• Demonstrates teamwork by co-operating and assisting colleagues as needed

• Keeps effective key control

• Ensures that guest mail and messages are delivered promptly

• Demonstrates a working knowledge of all services and facilities of the hotel and effectively assists the hotel’s guests

• Notifies Line Manager of any negative comments or complaints

• Maintains a clean and tidy lobby and performs light cleaning duties if required 

CONFERENCE & BANQUETING

•  Ensures that all room changes and turnovers are to Resort’s standards

• Ensures all ‘closing procedures’ for each department within F&B are done and checked on a daily basis

• Assists dealing with any issues that arise from an overall hotel perspective

• Can deal with show rounds and conduct function negotiations when required

KNOWLEDGE OF FRONT OFFICE TECHNOLOGY

• Is fully conversant with the hotel reservation system

• Is able to operate switchboard, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment

SECURITY, HEALTH & SAFETY

• Ensures that own cash is secure at all times

• Ensures all discrepancies in cash are declared to the Line Manager and Financial Controller

• Ensures that guest details are not disclosed

• Maintains high confidentiality in regards to guest privacy

• Takes action on any suspicious behaviour of guests and staff and reports to the Line Manager for proper follow-up

• Informs Line Manager and Executive Housekeeping regarding lost and found objects

• Ensures that all potential and real hazards are taken care of immediately and are reports appropriately

• Fully understands the hotel’s fire, emergency and bomb procedures

• Follows emergency procedures to provide for the security and safety of guests and staff

• Works in a safe manner that does not harm or injure self or others

• Supports a safe hotel by applying hotel regulations and adhering to existing laws and regulations

• Anticipates possible and probable hazards and conditions and informs the Line Manager and Departmental Line Manager accordingly

• Maintains the highest standard of personal hygiene, dress, uniform, appearance, body language and conduct 

MISCELLANOUS

• Communicates effectively with guests, colleagues and supervisors

• Able to converse clearly with all other GSR’s to ensure tasks are carried out effectively

• Handles difficult situations effectively

• Attends meetings and training required by the Line Manager

• Accepts flexible work schedule necessary for uninterrupted service to the hotel guests

• Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Duty Manager

• Continuously seeks to endeavour professionalism in own job

• Knows:

  • Hotel fire, bomb and emergency procedures

  • Hotel health and safety policies and procedures

  • Hotel facilities and nearby sights of interest and importance (ie hospitals, stations, tourist sights)

  • Hotel and corporate marketing and promotional programs

  • Corporate clients and clients generating high business volume

• May be required to carry out additional duties not listed to suit the business demands