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Night Manager

3 weeks ago

Singapore MERCURE SINGAPORE BUGIS Full time

**GENERAL DUTIES
- Manage, supervise and coordinate the Night Daily Operations of the Hotel and ensure that all procedures are performed in accordance with established standards and procedures at all times to reach optimal guest satisfaction.
- Assist the Assistant Front Office Manager in establishing a front desk standard and procedures manual as a guideline for the front desk operations.
- Assist the Assistant Front Office Manager to train employees to the hotel’s standard and procedures.
- Assist the Director of Revenue in maximizing the hotel’s occupancy & revenue potential, whilst protecting the hotel’s business mix if required to.
- To perform role of Night Duty Manager in an efficient manner

**RESPONSIBILITIES AND MEANS**
- Assist the Assistant Front Office Manager in setting up the Front Desk training tools such as job descriptions, standards and procedures, training plans as a guideline for the Front Desk operation.
- Train and supervise the Front Desk Assistants in all reception and cashiering procedures and assign tasks as necessary.
- Assist with new employee orientation and training and ensure that all Front Desk personnel are advised and trained on all changes in policies and procedures.
- Continuously monitor, study and evaluate operations, policy and procedures of Front Desk; and propose necessary improvements to Assistant Front Office Manager.
- Plan, prepare and conduct ongoing training for Front Desk Personnel on a regular basis.
- To be proactive thinking, to be able to react fast to problems, and to make sound management decisions.
- Ensure all outstanding and pending issues are settled timely.
- To exercise control over all other Front Office staff in the absence of their respective supervisors.
- To ensure that all keys and folders for daily arrivals are prepared by the Front Office Assistant.
- To ensure that the Front office, lobby area is kept clean at all times.
- To make daily round of all Front Desk and Bell Desk operating departments to check that all staff adhere to Hotel policies.
- To be well informed of hotel facilities and be able to answer all inquiries.
- To handle complaints or incidents/accidents occurring in the hotel when necessary.
- To respond to emergency calls, fire alarm, power failure, computer and medical attention and co-ordinate with respective Departments and contacts.
- To conduct daily Front Office briefing.
- To spot check special set-ups for late VIP guest’s arrival ensuring that they adhere to the required standard.
- To ensure that Energy conservation is exercised in all areas at all times.
- To read through and approve the Rooms Statistic Report.
- Assist with Front Desk employees’ performance evaluations and recommend promotions or demotions of assigned Personnel.
- Supervise all Front Desk Assistants assigned to his/her shift and ensure that all tasks are performed and completed.
- Assist with check in, information requests, check out and other services required by the guests to ensure their comfort and satisfaction.
- Authorise the acceptance of travelers cheques, cash advance, rebates, paid out, refunds base on the established procedures.
- Responsible for the orderly and clutter - free appearance of the Front Desk personnel; ensure that all Front Desk personnel are well groomed and in proper uniform.
- Ensure that manual key, guest card key, and guest room security procedures are followed.
- Ensure smooth flow of check in and check out during peak hours; if necessary direct guests to available Front Desk Assistant.
- Ensure that all telephone calls are handled promptly within three rings.
- To keep Personal Grooming at the highest standard and make sure that subordinates have the same.
- To identify weakness in Front Office and to revise all necessary
- Be part of the Hotel Company Emergency Response team member and maintain safety by adhering to safety policies, and be responsible to report accidents immediately.
- Deal with the public in a professional and courteous manner.
- Ability to communicate with all managers and supervisors and fellow associates.
- Ability to handle conflict situations in a professional manner.
- To be familiar with Night Duties operations for entire Front Office
- To be familiar with the role of other operating Departments during night activities
- Able to maximize Hotel revenue during Night shift to capture optimal revenue for Hotel
- Perform End of shift duties for PMS
- Perform Night Audit and ensure all reports are churned out accurately