Hotel Night Manager

JOB DESCRIPTIONJob Title: Night Manager Location: Missenden AbbeySalary: Up to £30k per annum Location: Great MissendenHours: 41.5 hours per weekShift 10.30pm – 7.00am 5 days over 7 Responsible to: Deputy General ManagerJob Purpose: Night Manager will represent the Management during the night. The Night Manager also assists the Front Office Manager in all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures.The Night Manager provides leadership and support to all members of the Front Office and enforces the Hotels Standards of Excellence in all areas supervised. Main Duties & Responsibilities of the role: ·        Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.·        Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety including regular patrols of the property.·        Conduct Briefing for all staff during Night Shift.·        Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests. ·        Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.·        Maintain a professional and high quality service oriented environment at all times.·        Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.·        Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.·        Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy.·        Occasionally Assist guests with their luggage, be a point of contact for our guests, and  other responsibilities to ensure all requirements are met during our guests stay.·        Must actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.·        Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counselling’s and evaluations and delivering recognition and also reward.·        Ensure the accurate completion of the daily night audit in a timely fashion. ·        Must be able to perform the full night audit if needed.·        Oversee preparation of daily summary reports.·        Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.·        Should Show Initiative, Problem Solving, Staff Training, Team Leading.·        Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.·        Be aware and able to enforce all fire-life-safety procedures. ·        Remain current in all updates with regards to new procedures and training. ·        Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.·        Planning, organizing and directing team members to ensure the highest degree of guest satisfaction.·        Purchase, re-order and maintain housekeeping and Support Services supplies and inventory.·        Conduct post-event inspections of all meeting rooms, Function rooms and public areas prior to the guest and clients checking out and report this back to the Front Office Manager·        Uphold the highest standards of cleanliness, safety, and conduct.·      To Give Technical Support and Advice to all Clients·        Provide and ensure a friendly, efficient and professional customer service to all visitors and employees of the Abbey and consistently exceed their expectations·        Maintain and develop existing processes and procedures, use of all internal systems and equipment to support business objectives.·        Co-ordinate, develop and promote Missenden Abbey brand, services and products at all times.Customer Focus:·        To implement the consistent delivery of high-level customer service.·        To help ensure that the department creates a professional impression to customers and team members.·        To ensure routine maintenance is carried out in your areas of responsibility, reporting any damage and wear and tear, ensuring bedroom faults are rectified promptly.·        To maintain good liaison and communication between Reception and all operational teams to ensure a seamlessly smooth and efficient delivery of client requirements·        Ability to constantly prioritise, while delivering best service to all customers at all times·        Provide hands on IT/ Technical support to all clients during their stay.·        Ensure all customers and accounts feel special. Take time to spend time with all customers so that their needs are filled, and they walk away happy.·        Carry out set procedure in the event of an emergency, i.e: fire or accident which may require the attendance of the emergency services and first aid.·        Carry out general support service type duties for clients and staff as necessary, including moving furniture, deliveries and luggage. Prerequisites·        Must be able to communicate in English writing and speaking and other languages are advantages. Good personality and charming is important to be the Night Manager in the way to represent themselves on behalf of hotel management.  People Management:·        To create a team environment which promotes good employee morale and ensures a high level of commitment and pride in the Abbey·        Establish and maintain effective working relationship with Colleagues, Managers and all customers at all times·        To show top class communication skills, verbal, written and face to face, excelling on a daily basis.·        Communicate effectively to ensure all departments, employees and clients interpret and respond clearly and effectively to spoken requests over the phone, radio or in person, and to verbal or written instruction·        Receive, take and pass on messages in absence of colleagues or other departments.·        Be a team player, cover shifts when possible, be flexible and a caring helpful member of the team that all departments at the Abbey can rely on and can come to at any time.·        Assist your team and others in Missenden abbey when they are learning new skills and provide aspects of training for Duty Management.·     Enjoy working in a successful and established team, bringing new ideas to your team and developing on those ideas. Be a committed ‘team player’.·    Create an environment of enjoyment where your team members and other colleagues enjoy the atmosphere of fun that is created and want to come to work and be in a great environment of inclusivity.Experience  ·        Previous Front Office experience in supervisory/management capacity in a Mid scale or Luxury property is required. ·        Previous customer service and general computer experience required. Property Management Software experience required. Other:·        To proactively keep yourself informed of the Abbey’s goals and objectives and those of other departments, maximising the role you play in delivering the Abbeys budgeted targets.·        To support the key control system at Missenden Abbey, ensuring the security of all keys are accounted for .·        To operate Kinetics and the IT systems in line with the Abbeys company standards.·        To attend training and HOD meetings.           ·        To be fully aware of and strictly adhere to all Health and Safety procedures.·        To be fully aware of and comply with the Abbey’s rules and regulations as identified in the Missenden Abbey HandbookPERSON SPECIFICATIONE – Essential    D = Desirable    A = Application    T = Test    I = Interview Education, Qualifications & TrainingE / DMeans of TestingGood General EducationEIHealth and Safety COSSH trainingDI/TGeneral Knowledge of Microsoft applications including Outlook and TeamsEIKnowledge & ExperienceE / D  Have worked in the industryEIBasic Maintenance knowledgeESkillsE / D  Flexible approach to work and ability to prioritiseEICapacity to work under pressureEIGood teamwork skillsEIGood communication skillsEISpecial RequirementsE / D  Evening work 11pm – 7.30am 5 days a weekEIConfident and enthusiasticEIPassionate about customer careEIROLE COMPETENCIES (6 most relevant to the role)CUSTOMERS Agreeing and delivering customer expectations Level 2 Indicators·        Establishes staff requirements·        Takes responsibility for resolving staff concerns·        Seeks feedback/evaluation on performance·        Keeps staff informed·        Responds to routine welfare issues by referring to guidelines and procedures·        Spots opportunities for improvement·        Responds and works across departments to deliver for staff CUSTOMERS Creating and innovating Level 2 Indicators·         Produces a range of alternative ideas to solve issues and problems·        Seeks ways to improve products, services and delivery·        Benchmarks best practice to inform innovation locallyPEOPLE/RELATIONSHIPSTeamwork and motivation Level 2 Indicators·        Regularly provides support to others·        Oversees tasks of a team and allocates work, monitors achievements·        Provides feedback to the team on progress·        Encourages co-operation·        Quickly addresses issues that disrupt team functioningAdhering to Bucks Values / Missenden Abbey valuesLevel 2 Indicators·        Encourages others to follow policies and procedures·        Actively listens and respects others’ points of view·        Encourages open debate and discussion·         Consults and considers colleagues from all equality strandsPERFORMANCEPlanning and organisingLevel 3 Indicators·        Plans and prioritises work of others ·        Builds controls and milestones and realistic timescales into projects ·         Keeps momentum going towards long term strategy despite short –term pressuresProblem solving and decision making Level 2 Indicators·        Resolves less frequent problems by applying judgement/experience·        Takes into account wider implications·        Seeks out a variety of views in order to come to decisions·         Shows confidence when making decisions