Night Manager

SCOPE
The Night Manager is responsible for leading and managing all sections of the Hotel during the
night in order to ensure the highest level of Security, standards of service in accordance with the
policies, procedures and Kempinski Standards.
They are responsible for the smooth running of the hotel operations during the night.

OVERALL OBJECTIVES
The job of the Night Manager is executed satisfactorily when:
 Security and comfort of guests is ensured at all times.
 Revenues, Expenses and Profit are closely monitored and budgeted figures (over)-
achieved.
 Day end closing is done properly.
 Financial Policies and Procedures are supported and followed.
 LQA (Leading Quality Assurance) audit results are 85% and above.
 CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
MAIN RESPONSIBILITIES
 Direct Hotel- and Front Office operations such as checking in, checking out and
providing guest assistance whilst ensuring compliance with all front office policies,
procedures, standards and satisfaction of guests’ needs.
 Train, develop and manage the performance of direct subordinates to ensure the efficient
running of front office operations.
 Maximize hotel revenue by controlling room inventory, group blocking, packages, up
selling, reinforcing the late charge policy to maximize REVPAR.
 Handle all customers’ complaints occurring during the night to ensure their satisfaction
and proper documentation.
 Greet VIP guests upon their arrival and escorts them to their room. Establish good
rapport and offer assistance for the duration of their stay.
 During sell out nights, deal with overbooking situations in the most professional and
diplomatic matter in order to keep the degree of possible dissatisfaction of guests
inconvenienced by the situation as low as possible.
 Patrol the hotel at least twice per shift to ensure that the hotel is clean, tidy, safe and that
all is in proper order. Take corrective actions if necessary.
 Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP
arrivals, upcoming events and brief direct subordinates accordingly so that all Front
Office team members are able to answer guest requests and questions.
 Report on the hotel log book all guest complaints, relevant incidents and matters that
need follow up the next day, to ensure consistency and guest satisfaction.
Additional responsibilities and tasks can be added at any time according to the needs of the
business and of the hotel.

NATIONALITY: Eligible for a working permit in country of hire

EDUCATION: Hospitality Management Bachelor Degree or equivalent in
any related field such as Administration or Tourism
Management

EXPERIENCE: To fill the position, one of the following is required:
 3 years experience in a Front Office supervisory level
position
 Financial and Accounting knowledge
 preferably in a five star international hotel

LANGUAGE: Ability to work and communicate in a multinational

environment:
 Local language – excellent oral and written skills (as
applicable)
 English – excellent oral and written skills
 Additional language - beneficial

COMPETENCIES: Include the skills the candidate must have to fill this

position
 Communication skills
 Complaint handling skills

TECHNICAL
COMPETENCIES: Computer literacy adapted to the field of training:

 Comprehensive Opera knowledge
 Comprehensive Micros knowledge
 Up Selling techniques
 Microsoft Excel and Statistical knowledge

INDIVIDUAL
CHARACTERISTICS: To fill this position the candidate must identify with the
Kempinski core values, in addition they should be
especially:
 People Oriented
 Passionate for European luxury
 Entrepreneurial
 Straightforward
 Motivating
 Problem solving & Decision making
 Adaptability/ Flexibility
 Concern for quality
 Initiative
 Managing performance
 Results oriented
 Cross cultural sensitivity
 Customer service orientation
 Listening and Communication Skills
 Writing skills
 Stress Management
 Resourcefulness

OTHER SKILLS: Depending on region and property.