Night Manager Crowne Plaza Adelaide

2 weeks ago

Adelaide Region SA, Australia Crowne Plaza Hotels & Resorts Full time

**Your day-to-day**
- Manage and oversee all hotel operations overnight
- Ensure front office colleagues provide guests with prompt service, professional attention and personal recognition
- Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction
- Managing guest accounts - making sure our guests check in to the hotel, enjoy their stay, and then have the correct billing for a smooth departure experience. Ensure VIP and regular guests, as well as IHG Rewards Club guests have received all their benefits.
- Ensure all credit and financial transactions are handled in a secure manner. Maintain cashiers float, ensuring accurate daily report of all money received, performs the audit balances and prepares all works for audit in an orderly fashion
- Oversee night audit function and preparation of daily financial reports. Work closely with our finance team to ensure the auditing and reporting process has a high level of detail overnight
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
- Provide guidance and direction to the Housekeeping team as required, driving continuous improvements in guest satisfaction
- Prepare and submit statistical, performance, and forecast analyses and reports as required
- Ensure that departmental CSA compliance is understood and executed by all colleagues. Maintain procedures for security of monies, credit and financial transactions, guest security and inventory control
- Establish and achieve quality and guest satisfaction HeartBeat goals. Respond in a courteous and prompt manner to all guest questions, complaints and/or requests to ensure a high level of guest satisfaction
- Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures. Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommending corrective actions to prevent or minimise the chance of recurrence
- Take action as signed off in the Hotel’s Crisis Manual. Conversant with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat etc.
- Demonstrate a sound awareness of Crisis Management, HACCP & WH&S policies and procedures, ensuring the dissemination of information to all team members.
- Assist in supporting the team with other duties as required

**What we need from you**
- Minimum 2 years’ experience in a Guest Services/Front Office/Night Audit/Finance related position with supervisory experience, preferably within a hotel/hospitality environment.
- Qualifications in Hotel Management and/or in Business Administration related field preferred
- Computer savvy and particularly versed in Microsoft Excel
- Excellent communication skills, bilingual or multilingual language skills are advantageous
- A passionate team player, ability to work in a fast-paced environment and priortise workloads
- Valid First Aid Qualifications
- Ability to inspire passion, enthusiasm and positivity in the team to drive an engaged, winning culture
- Ability to manage complex relationships along with demonstrated ability to interact with guests, staff, and third parties that reflects highly on the Hotel, the brand and IHG

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