Night Duty Manager25033822
5 days ago
POSITION SUMMARY
The Night Duty Manager works under the supervision of the Front of the House Manager to oversee the day-to-day operations of the front office on permanent night shift, ensuring the smooth delivery of exceptional services to property's guests/customers. The Night Duty Manager often meets or liaises with other executives or managers of the various departments to satisfy guests/customers' requests, handle VIP arrivals, collaborate effectively on usage of function and catering space, manage security issues and any matters concerning guests’ undesirable conduct in rooms or public areas.
The Night Duty Manager is required to have a good working knowledge of the Property Management System or other hotel reservation software to meet the challenging demands of his/her work responsibilities and may be required to assist in reception, concierge, reservations, housekeeping, budgeting matters and food and beverage operations. He/She also analyses market/industry trends and potential customers to suggest appropriate proposals to enhance branding and revenue. The Duty Manager is involved in supervising and guiding the front office team and coordinating the team’s work schedules. He/She should have the ability to work in a fast-paced environment in managing the multifarious operation concerns and expectations of guests:
Comply with legal requirements in a lodging property
Conduct staff performance assessment process
Facilitate innovation and lead team leaders to implement change
Foster service innovation
Implement service recovery framework
Lead workplace communication and engagement
Manage and review systems and processes
Manage crisis situations
Manage customer acquisition and retention programmes
Manage front office operations
Manage guest/customer experience
Manage loss/risk prevention
Manage relationship with customers
Manage the service brand
Manage workplace challenges with resilience
Present information
Solve problems and make decisions at managerial level
Works on Permanent Night Shifts
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
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