Night Manager

BASIC FUNCTION The Night Manager will represent the Management during the night. The Night Manager also assists the Front Office Manager in all aspects of the department, including but not limited to operations, planning, budgeting, staffing and payroll by hotel policies and procedures. The Night Manager provides leadership and support to all members of the Front Office and enforces the Hotels Standards of Excellence in all areas supervised. Manages and monitors activities of all employees in the Front Office department, ensuring they adhere to the standards of excellence and the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed. DUTIES AND RESPONSIBILITIES - Directs and oversees all hotel operations during the night shift to ensure guest satisfaction and safety. - Conducts Briefing for all staff during Night Shift. Informs all Overnight staff of nightly activities, group and VIP arrivals, as well as special requests and repeat guests. - Checks accommodations, makes sure any special requests are carried out accordingly, greets guests upon arrival and ensures escort to accommodations if appropriate. - Maintains a professional and high-quality service-oriented environment at all times. - Acts as manager on duty for the hotel in the absence of the Front Office Manager, dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise. - Manages the night shift in the department, ensuring all employees perform the tasks assigned to them and coordinates Front Office activities with other departments. - Required to welcome our guests to the hotel in a friendly and helpful manner and ensure that the public areas are kept clean and tidy. -Occasionally assist guests with their luggage, be a point of contact for our guests, valet park guests’ cars and other responsibilities to ensure all requirements are met during our guest’s stay. - Must actively participate in the decision-making process on guest relocation for nights over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and Manager on Duty before the shift start. - Monitor and develop team member performance to include, but are not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counselings and evaluations and delivering recognition and reward. - Ensure the accurate completion of the daily night audit in a timely fashion. - Must be able to perform the full night audit if needed. - Oversees preparation of daily summary reports. - Assists the Front Office Manager in implementing and enforcing financial controls throughout the department, helping control operating expenses, scheduling and purchasing. - Be aware and able to enforce all fire-life safety procedures. - Remainss current in all updates about new procedures and training. - Report any suspicious persons, activities and hazardous conditions to the Security department and the Front Office Manager. REQUIREMENTS - Bachelor's degree or similar - 3+years experience as a Manager in Customer Relations or Front Office - Computer usage knowledge - Excellent knowledge of international markets - Excellent knowledge about products and services - Excellent Customer Relations skills - Strong presentation skills - Excellent written and verbal communications skills in English and Thai - Excellent problem-solving skills - Ability to work independently without direct supervision or cohesively as a team - Ability to be a clear thinker, analyse and resolve problems exercise good judgment - Ability to remain calm and courteous with demanding/difficult situations - Ability to work flexible hours, covering evenings, weekends and holiday periods - Outstanding organisational and multi-tasking skills - Supports other departments as needed and takes on other assignments - The person has to bring a hands-on ap

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