Night Manager

Roles and Responsibilities:

• To provide a reception & porterage service to guests arriving at night, offering a personal service as per the standard operating procedures

• Responsible for night time emergency and evacuation procedures.

• Demonstrate a comprehensive understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.

• To strictly follow all procedures for left luggage

• Ensure all guest accounts are charged accurately with supporting documentation.

• Assist in maintenance and housekeeping activities as required

• To be fully aware of the hotel cash handling and credit procedures and to report any discrepancies to the Manager immediately

• Produce reports as required in line with current guidelines

• Maximize the service opportunities for guests to ensure return visits

• To be able to confidently sell the hotel facilities to the guests during their stay.

• Have knowledge of local area and attractions.

• Act as a role model in terms of values, professional ethics and conduct

• To assist management in developing a cohesive and trained team who are able to provide superior guest service and maximize revenue.

• Communicate throughout team to ensure all members are aware of current developments within the company

• Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skills development.

• Take a pro-active approach to ensuring the continued long-term success of LQ Hotels

• Pro-actively pursue all practices in-line with company environmental and energy saving initiatives.

• Familiarise yourself with the company policies and procedures plus employee handbook and lead by example in demonstrating behaviours that we expect all employees to display

• Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals

• Have the desire and ability to improve your knowledge and abilities through on-going training and development

This job description is not exhaustive and the job holder may be required to carry out other reasonable tasks as specified by their manager.

Key Skills:

• Confident and approachable

• Good team work and can work well alone

• Ability to work as part of a team and provide them with support and direction

• Flexible approach to the hours required

• Calm under pressure during busy periods

• Excellent selling and customer service skills

• Can use own initiative and problem solve

• Resilience and calm attitude when dealing with face-to-face complaints

All staff Key Performance Measures 

Our values underpin everything we do here at LQ Resorts and staff should ensure that these are at the fore front of what they do, day to day.

• To focus on the guest experience at all times and continually strive to delight time after time

• To see each guest as part of a long-term relationship not a onetime event

• To create a team that is enthusiastic, consistent and committed in the workplace that encourages an open honest and supportive culture, by working together to create excellence.

• To create an organisation with high integrity, that recognises potential and success, that both guests and employees want to be part of and associated with

• To encourage our team to contribute to excellent working conditions for all

• To gain a reputation for delivering financial performance and being consumed and enthralled about business. 

Benefitss: LQ Resorts will offer you a fantastic working environment with plenty of opportunity to make a difference each day. In addition, you will receive:

• Discounts across the resort, including family and friends

• Free onsite parking

• Progression and career development opportunities.

• Pension Scheme

• Free staff meals

• Free gym membership

• Access to wellness programmes

• Share of Resort’s service charges on monthly basis

• Extra days holiday after 2 years

Skills required

• Ability to work to deadlines

• High standards of presentation, organisation and cleanliness

• Great attention to detail

• Excellent standards of Customer Service

• Excellent time management and organisation skills

• Excellent communication, both written and verbal

• Reliable and calm under pressure.

• Able to work as a team or alone

• Able to problem solving 

• Ability to provide clear instruction

• Flexible approach to work

• Thrives on routine daily tasks

Attitude

• Polite and friendly

• Helpful to guests requiring assistance

• Respectful

• Confident