Night Manager, Nanyang Executive Centre

4 days ago

NTU Main Campus Singapore Nanyang Technological University Singapore Full time $40,000 - $80,000 per year

The NTU Office of Commercial and Auxiliary Services (OCAS) is responsible for the strategic planning, management, and marketing of commercial real estate, hospitality (including Nanyang Executive Centre) and auxiliary services (car parks and shuttle bus services) in NTU main campus and -north.

The Nanyang Executive Centre (NEC) is located at the NTU Main Campus. Currently undergoing refurbishment, the NEC features 150 guestrooms and aims to offer a premier venue for corporate training, retreats and private events.

We are looking for an experienced and service-oriented Night Manager who will serve as the senior on-site leader, oversee the NEC operations during the night shift, ensuring the smooth functioning while delivering exceptional guest service, and managing any issues that arise during night.

Key Responsibilities:

Guest services and relations

  • Serve as the main point of contact for guests, handling inquiries, special requests, and complaints with diplomacy and tact.

  • Ensure that all guest-facing staff provide outstanding and courteous customer service.

  • Take ownership of any guest-related defects or issues and implement corrective actions to ensure full guest satisfaction. 

Operational management

  • Manage NEC's night operations.

  • Supervise the night duty team to ensure efficient operations.

  • Conduct routine inspections of all public areas, including the lobby, ensuring they are clean, orderly, and well-maintained.

  • Monitor daily activities and occupancy levels to ensure appropriate staffing and readiness.

  • Ensure compliance with all legal requirements and NEC policies, including health, safety, and security procedures. 

Staff supervision and development

  • Manage night duty staffing needs by planning and assigning tasks.

  • Train, coach, and motivate the night duty team to uphold high service and quality standards.

  • Monitor staff performance and conduct, providing feedback and taking disciplinary action when necessary. 

Emergency and crisis response

  • Act as the primary incident controller during emergencies such as medical incidents, security breaches, or natural disasters.

  • Have a strong knowledge of fire and evacuation procedures and coordinate guests and staff during any emergency.

  • Maintain an accurate log of notable incidents for management review. 

  • Update critical incident such as staff / guest injury and damage to NEC's properties in the incident report.

  • Notify Security of any guest reports of theft.

Financial and administrative

  • Keep detailed records of night operations, including financial transactions and performance.

Requirements:

  • Qualification: A diploma or degree in Hospitality Management, Tourism, or a related field.

  • Experience:  Working experience in hospitality industry, with a minimum of 2 years in a similar or supervisory role.

  • Customer service: A customer-focused mindset and a passion for providing exceptional service are crucial.

  • Communication: Excellent verbal and written communication skills are necessary for interacting with guests, staff, and management.

  • Problem-solving: Strong problem-solving abilities and the capacity to resolve conflicts calmly and effectively are vital.

  • Leadership: Strong leadership skills are required to inspire and motivate team.

  • Technical skills: Proficiency with property management software (e.g. Opera) and standard office applications is required. 

  • Night Duty: Able to work on permanent night shift including weekends and public holidays.

We regret to inform that only shortlisted candidates will be notified.

Hiring Institution: NTU

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