Night Manager overnight

The Night Manager reports to the Director of Rooms and is responsible for the daily operation of the front desk and liaising with any area impacting guest service. Plans, directs, and coordinates activities to ensure exceptional guest service is achieved. Responsible for running night audit procedures and nightly reports. 

ESSENTIAL DUTIES: • Assist in the day-to-day operation of the hotel front office. 

• Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit margins. 

• Assign, coordinate, and supervise work activities of Front Desk Agents. 

• Ensure work is completed to include, shift closings, room deposits, refunds and rebates, all necessary paperwork is completed. 

• Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs by review daily schedule vs. occupancy and daily operational demands. 

• Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information, VIPs, events etc. to the next shift. 

• Perform check-in and out procedures. 

• Take personal responsibility for correcting Guest’s service problems and creating memorable experiences for our guests. 

• Reports guest concerns to appropriate department head and General Manager 

• Investigates guest charges to resolve complaints 

• Balances cash daily 

• Ensures all billing and paperwork is done in accordance with Accounting standards 

• Exchanges currency 

• Accepts advance deposits for guests checking and posts the advance to the guests’ account 

• Effectively communicates using interdepartmental communications system

• Responsible for supervising 3rd party security team