Job Description
The Night Manager position is a service professional that coordinates all aspects of the Front Office (Guest Services, Communications, Front Desk) & Financial Auditing to ensure a smooth operation, and the highest levels of guest and employee satisfaction. The position also serves as a resource and support to all Departments to ensure a smooth overall operation of the hotel in the absence of Department Heads and other Managers.
Responsibilities:
Demonstrates Fairmont Service Promise and Fairmont Values in all interactions with both guests and colleagues.
Guides and manages the overall hotel operations during the night period.
Ensures that the End of Day and Night Accounting duties are completed satisfactorily
Ensures all guests needs are met and exceeded and that departmental Fairmont brand standards are followed in all interactions
Maximizes occupancy and average rate through participation in the budget, outlook and yield management.
Reviews arrival reports and VIP’s to ensure that all procedures are followed.
Oversees group business, including review of room status and blocking of rooms, convention agendas and special requirements.
Assists in scheduling staff in accordance with productivity levels and recognizing the need periods and customer service requirements.
Assists the Front Office colleagues during busy periods, including coverage of breaks
Ensure Hotel Security at all times.
Ensures organization and communication of information to all Front Office staff and other departments to ensure the highest level of guest satisfaction.
Acts as a member of the Primary Emergency Response Team and follows emergency procedures, general crisis situation procedures correctly to ensure the overall safety and security in the hotel.
Handles guests inquires and concerns with professionalism.
Participating in recruitment, training, development, and Performance Management of Front Office colleagues as required.
Arranges and participates in communication meetings within the Front Office Department.
Reports all incidents (guests and colleague) and does follow-up, to ensure the efficient resolution of potential claims
Adheres to Health & Safety policy and ensuring safe work practices are followed at all times.
Qualifications
Two years proven supervisory experience in Front Office
Hospitality Administration program diploma or degree from a recognized institute an asset
Extensive knowledge of Front Office policies and procedures.
Highest guest service orientation with the vision and ability to lead employees consistently to achieve goals and work in a highly participatory team environment.
Highly organized, career and result oriented, with the ability to be flexible with work hours, days off, assignments and additional duties.
Must be able to work well under pressure for all shifts, in a fast paced and constantly changing environment.
Must have excellent written and verbal communication, interpersonal and leadership skills.
Impeccable professional presentation.
Strong aptitude for technology and previous experience with similar hotel & restaurant applications a requirement.
Previous experience with Opera and Silverware is a strong asset.
Strong working knowledge of Microsoft Windows operating system and Microsoft Excel and Word applications
Working knowledge of a second language and its application in the hotel and hospitality industry an asset.
Mandatory First Aid and CPR
Additional Information
This is a part-time position with a total of 16 hours per week (two 8-hour shifts).
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