What we're looking for:
Working closely with the Front Office Manager, this role will
hold a key role within the business overseeing the running of the hotel from
sundown to sunrise. Taking ownership and responsibility for driving the team to
achieve excellent standards in line with the hotel’s 4* rating and in line with
current health and safety legislation, whilst ensuring the guest experience is
always to a high standard.
You will have previous supervisory experience working within a hospitality or reception desk setting and will have the skills to motivate and develop the team around you. You will have proficient health and safety knowledge and will be confident in speaking with guests and resolving queries quickly and efficiently, whilst coaching and empowering the team around you. You will be savvy on systems and able to develop into an expert and trainer of the front office system.
Day in the life of:
As the Night Manager, your primary responsibility is to oversee and manage the nights team and security of the hotel. You will play a crucial role in ensuring smooth operations and exceptional guest experiences. In addition, this position will involve oversight of the hotels health and safety compliance.
Your management duties will include leading recruitment and HR tasks such as interviewing, onboarding and training new team members. You'll also uphold and instil the right ethos and culture among the team. You will handle escalated guest questions, queries and swift complaint resolution. You will also be trained as a muti-skilled hotel duty manager and carry out duty management shifts and tasks when required.
Example key responsibilities:
* Supervise and provide guidance to the nights teams, including scheduling shifts and managing performance.
* Ensure that team members are trained properly and equipped with the necessary skills to deliver excellent customer service.
* Hands-on reception duties and monitoring the front desk operations, including check-in/check-out processes, taking telephone calls & answering emails, guest inquiries, and requests, to ensure efficiency and guest satisfaction.
* Handle and resolve guest complaints or issues promptly and professionally.
* Drive revenue where possible by letting guests know about all products and services available to them, upgrading room types, and upselling breakfast, lunch and/or dinner onto their stay.
* Manage rooms, no shows and cancellations.
* Collaborate with other hotel departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest experiences.
* Communicate effectively with all staff members, providing clear instructions and fostering a positive work environment.
* Ensure compliance with hotel policies, procedures, and safety regulations.
* Completion of night audits
and security observations
* Preparing and cooking of
room-service orders throughout the night shift
* Cash handling in line with
the company Cash Handling policy
* Responsible for guest
welfare on an evening by maintaining high levels of hotel security at all times
What you'll get in return:
* Competitive pay and package
* Exclusive Team Member discounted stays
and 50% off F&B across the leaf HOSPITALITY portfolio
* Continuous learning & development
opportunities
* Free access to 24/7 employee assistance
program
* Additional annual leave and family leave
* Service bonus for 5 and 10 years up to
£1K
* Team Member of the month - £100 and Team
Member of the year - £500
This hotel is managed by leaf HOSPITALITY who is a
hotel management company that has one simple value that underpins everything we
do: be excellent. We work with branded and independent hotels. Our vision is to
be a leader in the market where every member of our team plays a part in
delivering excellent service to our guests, owners, and team members.
#BeExcellent #BeHuman #HaveIntegrity #BeEntrepreneurial