Night Manager

Job Description
The main job responsibilities include but are not limited to:
Ensure prompt, courteous and accurate service to all guests, so as to maximise customer satisfaction
Achieve Quality Audit result of 95% and above through consistent documented training.
Achieve the highest Guest Satisfaction measured by TRUST YOU platform.
Ensure the Hotel services are exceeding the set standards.
Respond and act to guest requests for special arrangements or services with a Never say No attitude.
Be aware of the daily activities and has product knowledge of all the hotel facilities.
Supervise and manage all activities of the department whilst allowing the team to be competent, credible and progressive.
Supervise, manage and Support the Night Operations.
Ensure financial Policies and Procedures are supported and followed.
Direct Hotel and Front Office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests needs.
Train, develop and manage the performance of direct subordinates to ensure the efficient running of front office operations.
Maximise hotel revenue by controlling room inventory, group blocking, packages, up selling, reinforcing the late charge policy to maximise REVPAR.
Handle all customers complaints occurring during the night to ensure their satisfaction and proper documentation.
Greet VIP guests upon their arrival and escorts them to their room. Establish good rapport and offer assistance for the duration of their stay.
During sell out nights, deal with overbooking situations in the most professional and diplomatic matter in order to keep the degree of possible dissatisfaction of guests inconvenienced by the situation as low as possible.
Patrol the hotel at least twice per shift to ensure that the hotel is clean, tidy, safe and that all is in proper order. Take corrective actions if necessary.
Perform nightly balancing of all services to ensure proper posting to property management system. Perform nightly backup of server.
Process all financial transactions, including the verification and processing of credit card transactions in accordance with company policies and procedures.
Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all Front Office team members are able to answer guest requests and questions.
Report on the hotel log book all guest complaints, relevant incidents and matters that need follow up the next day, to ensure consistency and guest satisfaction.
Inspect Front and Back of house for cleanliness, Health & Safety and reports any faults to concerned departments.
Utilize interpersonal and communication skills to lead, influence, and encourage the team; advocate sound financial/business decision-making; demonstrate honesty/integrity; always lead by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serve as a role model to demonstrate high standards of Rixos.
Resolve complaints within the department.
Actively participate in and conduct the daily meetings.
Maintain internal communication, coordination and cooperation with various Departments for various requests.
Show fullest cooperation and respect within the team and other departments
Be smart, well groomed,friendly and cheerful whilst exhibiting the highest standards of Rixos hospitality all the times.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired Candidate Profile

Education:
Bachelor of Hotel Management(Hotel Management)
Gender:
nm
Nationality:
Any Nationality