Manager, Night
Duties & Responsibilities - Welcome guests in a friendly, prompt, and professional manner.- Assume the senior Manager on Duty responsibility and assist with any complaints, problem solving, disturbances, special requests and implement the necessary actions to bring them to a resolution. - Supervise and be actively involved in daily night front office operations to meet guest and team expectations. - Review handover notes from the Front Office leadership team and handle any outstanding tasks. - Conduct nightly pre-shift briefings for night team members. - Monitor any remaining arrivals, departures, and VIPs to ensure guests receive a seamless experience. - Ensure all aspects of the guest reservation is prepared ready for their arrival, including the room and any special requests. - Review and assist with daily room assignments and requests. - Perform check-in and check-out procedures using the property management system (PMS) ensuring all guidelines are adhered for registration. - Obtain guest information and ensure that the assigned room type and rates are correct. - Respond to all channels of communications for night shift via phone, system, in person, email/message/text correspondences in a timely fashion. - Be fully aware of local attractions, site, able to provide directions for the Hotel, nearby landmarks, and assist with guest requests. - Able to provide the required assistance in absence of guest experience team. - Conduct, monitor, and assist in morning wake up calls. - Review all room statuses on a nightly basis via the property management system (PMS) accurately for vacant and occupied status. - Ensure that no show revenues are maximized through consistent and accurate billing. - Check billing instructions, monitor guest credit and act upon any discrepancies, inform Front Office Management of any issues. - Complete an accurate reconciliation of all Hotel postings and payments before the end of the day. - Process end of day/end of month procedures on a nightly basis that include batch settlements and various other Hotel reports. - Ensure all finance reports are accurate and be compliant of all Standard operating procedures. - Ensure PMS rolls successfully, ready for the next day of business. - Provide lobby and front drive presence to ensure flow of traffic is under control and ensure all aspects of valet services are seamless. - Provide a consistent level of guest recognition and deliver of personalized services. - Maintain thorough knowledge of room rates, room packages, room types and room availabilities. - Assist with room reservation calls for modifications, bookings, and cancellations when needed. - Maintain Manager on Duty cash float during shift and follow hotel cash float procedures. - Analyze rate variance report for room revenue control and rebates. - Liaise with guest experience team in handling all guest requests. - Supervise all luggage handling with Concierge team. - Be fully conversant with Hotel fire & life safety/emergency procedures/guest evacuations. Physical Requirements: - Experience with Hotel PMS systems, preferably Opera- Excellent communication and customer service skills - Committed to delivering exceptional guest experiences. - A friendly, outgoing personality - Ability to work autonomously and remain calm under pressure. - The flexibility to work across a 7-day roster. - Team player with a “can do” mindset. - Hotel background in rooms division, prior duty manager/night manager experience required. - Must have the right to work in Pattaya. - Outside the box thinking |