Night Manager

1 week ago

Southbank, Victoria, Australia TFE Hotels Full time
Position Description - Night Manager

YOUR PLACE
As Night Manager, you're a unique all-rounder and quintessential people person.

You're self-assured and level-headed and you shine when the stars come out With you on duty, you'll ensure no-one misses out on their best day - and night - possible.

Department Front Office
Reports to Hotel General Manager, EAM/Assistant Hotel Manager, Front Office Manager
Role Classification Emerging Leader

YOUR NETWORK
Internal All team members in your hotel
External Guests, potential guests, visitors, vendors, contractors
Direct reports Front Office Receptionists, Night Audit, Porters

WHAT TO EXPECT

  • You lead the overnight operations of the hotel and are the goto for the night team.
  • With a handson style, you encourage team involvement, initiative and a focus on continuous improvement.
  • You audit the day's activities and complete daily balancing of the hotel's transactions.
  • You jump in on Reception when needed and also help out in delivering room service orders as required.
  • Coordinate tasks for each shift and delegate to Night Auditor accordingly (if applicable).
  • Ensure smooth sailing of the checkin/checkout process, use of guest names, CRM and correct cashiering procedures across F&B outlets (if applicable).
  • Conduct team briefings with the night team to share hotel activity e.g. VIPs in house, group movement, promotions, guest feedback.
  • You know all the room types, rates and hotel services you're ready to 'sell'
  • You happily assist guests with special requests (e.g. wakeup calls, transportation, event tickets, restaurant, airline reservations) ensuring they're followed through and charges raised accordingly.
  • Resolve guest complaints promptly, efficiently and always with a smile Also be sure to follow TFE complaint handling guidelines.
  • You're first on the scene in the event of an emergency or incident and follow procedure to resolve accordingly, escalating and liaising with emergency services where appropriate.
  • You keep the 'Guest Services Directory' in the Property Management System (PMS) accurate and up to date, always
  • Transition to day shifts is seamless with your communication and handover.
  • Reporting is your friend management may ask for uptodate financial/yield reports.
  • You handle reservation requests efficiently and friendly involve your Manager or Reservations team for groups, unusual or difficult requests.
  • You understand and adhere to TFE hotels credit and account procedures with respect to all cashiering and auditing functions, ensuring guest accounts are accurate and charges are posted prior to checkout.
  • Assist with team rosters for team, ensuring effective coverage whilst maintaining cost effectiveness all by Payroll deadline
  • Get involved with recruitment, performance reviews and performance management as needed.
  • Keep you Manager informed of any problems and unusual matters.
  • Cleanliness and tidiness are a priority you keep the lobby, front desk and F&B outlet looking immaculate.
  • This isn't an exhaustive list your Manager may have other reasonable tasks or instructions on occasion.

THE ESSENTIALS

  • You have immaculate presentation and grooming and wear the appropriate uniform and name badge at all times, with pride You make sure your team always look the part too.
  • You understand and follow our company code of conduct, team member handbook and relevant departmental policies and procedures.
  • You acknowledge the importance of workplace safety and our TFE WHS policies and procedures are front of mind at all times.
  • Any hazards, near misses and accidents at the workplace are reported immediately.
  • Guest security and privacy is of utmost importance and you maintain this at all times.

YOUR LEADERSHIP CAPABILITY
Drive & Learning

  • You understand the importance of selfdevelopment and seek constructive feedback
  • Foster a learning environment for your team so they're just as hungry to succeed and deliver results
Accountability & Ownership

  • You proactively identify opportunities for growth
  • You take responsibility for your team's performance, providing coaching and feedback when needed
  • You stick to and deliver on plans and deadlines
Emotional Intelligence

  • You listen and empathise with others' opinions, perspectives and how they feel
  • You selfregulate thoughts and remain calm in challenging situations
  • Setbacks are only temporary for you it's an opportunity to learn and grow
Collaborative Relationships

  • You appreciate the individual personalities of team members and you challenge conversations in a respectful way
  • You identify important relationships to build across the organisation and maintain these
Influencing

  • You link personal ideas to business context and actively bring others on board, using factual information to support your rationale
  • You present your position always in a calm, considered and factual manner
Communicating

  • Your verbal and writt

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