The Night Manager takes a role in assisting to provide supervision and leadership in theFront Office in accordance with the objectives, performance and qualitystandards established by the hotel. The Night Manager also responsible for handling any guest inquiries or complaints andemergency situations round the clock and ensure guest satisfaction is attainedwith a good balance of the interest of the company.
夜班经理根据酒店制定的目标、绩效和质量标准，协助监督和领导前厅部的工作。夜班经理还负责处理客人的询问、投诉和紧急情况，确保客人满意，同时兼顾酒店的利益。
Duties and Supporting Responsibilities
Support, create and promote a climate of enthusiasm; maintain a
work environment that promotes teamwork, performance, feedback,
recognition, mutual respect and colleague commitment for achieving the
goal (CXS) of the department as well as the hotel. Ensures departmental
practices are compliant with company policies and legal requirements
Assist to promote upselling programmes in Front Office and be
always creative and proactive in recommending ways of achieving better
result. Compile monthly upselling report/ analysis
Assume
the role of Night Manager on rotating basis. Liaise closely during the
night with Security, Housekeeping and Engineering and to be aware of any
situations that are going on in the hotel. Patrol all guest floors, public
area, back of house area, offices and restaurants at least once every
night
Handle
any guest’s inquiries or complaints, emergency situations, overbook
situation. Ensure guest satisfaction is attained with a good balance of
the interest of the company. Properly record cases into daily log, take
appropriate follow up actions and update in individual guest profile (HMS).
Always share, report and consult with Director of Front Office Operations or Front Office Manager of any guest complaint/ comment/ recommendation
Coordinate
within Front Office and other departments for arrangement on VIPs’
arrivals and departures
Assist
with daily operations within Front Office, particularly Guest Services
(i.e. check-in, check-out), Guest Relations and Concierge, whenever
required or busy
Relieve
duty and day-off of Guest Relations Manager/ Reception Manager when needed and upon request by superior
Always
maintain a good work relationship with other departments
Job Requested
A minimum of 3 years Duty Manager/ Night Manager experience in luxury hotel.
Good knowledge of front desk operations.
Strong desire to deliver excellent guest services and with passion to serve.
Ability to multi-task and always remain composed.
Computer literacy which is not limited to Excel, Power Point and Word.
Fluent in English and Mandarin, both spoken and written.
