Night Manager on Duty

Job Number 23219647
Job Category Rooms & Guest Services Operations
Location W Milan, Piazzetta M. Bossi 2, Milan, Milan, Italy VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

W Milan is currently recruiting for a Night Manager On Duty. 

Reporting to the Director of Welcome, the Night Manager on duty oversees all property operations during the overnight shift, ensuring that the highest levels of hospitality and service are provided. 

The main responsibilities of the Night Manager On Duty are:

• Representing property management in resolving any guest or property related situation during the night shift in full autonomy. 
• Managing the flow of questions and directs guests accordingly. 
• Serves as Guest Relations Manager/Front Desk Manager and handles the tracking of service issues. 
• Completes end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.

Working during the pre-opening phase of a luxury hotel in one of the most in-demand brands of Marriott portfolio is an incredible opportunity to gain strong expertise and exposure with Marriott International EMEA leaders. This can remarkably accelerate your career growth within the company and provide you the right tools to be involved in other openings at national and international level.

 

The Impact you’ll make

In our property nights are never boring and that’s why we need a superhero to oversee our stunning property. You are confident with front desk operations and procedures and can supervise the other team members easily. You will be in charge of the night shift operations and act as the point of reference for both guests and Associate always in compliance with Company standards.

 

About us

Located in the heart of Brera, W Milan aims to stand out in the city and become a real cultural hub. The first real luxury lifestyle hotel embraces the authentic Milanese spirit and passions. Its interior are designed by Studio Urquiola which reinterpreted the rationalist architecture of the original 1950s building with a vibrant, contemporary interior design that captures the Milanese essence through its colors, materials, finishes and inspirations. 

The hotel boasts an eclectic mix of culinary destinations. A sophisticated Japanese restaurant, an authentic Italian restaurant in partnership with Michelin-star Chef Andrea Berton, a lounge where you can sip aperitivi and light Milanese snack and a unique rooftop complete with pool and lounge areas.

 

What we offer

• Join the pre-opening team and gain international exposure to Marriott EMEA Leaders 
• Professional career progression at international level in more than 8000 properties in Marriott International
• Learning and development opportunities through online platforms, on the job trainings and classroom-based courses
• Discounts on hotel rooms, gift shop items, food and beverage in Marriott International portfolio
• Inspiring and motivated management with international mindset 
• Charity events, Wellbeing activities and sustainability initiatives through the TakeCare and 360° programs
• Recognition activities such as Associate of the month, Birthdays Lunch, Appreciation weeks 
• Canteen service on property

 

CORE WORK ACTIVITIES

Monitoring Property Operations

• Directs, monitors, and assists all overnight staff, by coordinating engineering and housekeeping, security and supporting food and beverage operations
• Coordinates the emergency overnight team and be the point of reference for any sort of emergency
• Understands and complies with loss prevention policies and procedures.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Participates as needed in the investigation of associate and guest accidents and reporting them into the relevant systems 
• Maintains a strong working relationship with all departments to support night property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Monitors and ensures compliance with all Guidelines to Operations 
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc
• Ensures all employees are in proper uniform and are properly groomed (grooming standards in employee handbook).
• Ensures employees are working in a safe environment
• Ensures guest tracking scores and employee opinion survey goals are achieved
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Sends copy of MOD night report to all departments on a daily basis.
• Strives to improve service performance.
• Ensures compliance with all policies, standards and procedures and conduct BSA audit for the welcome desk night agent on regular basis 
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

 

Manage Front Office Operations 

• Process all guest check-ins by confirming reservations in computer system (OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. 
• Assign room according to guest request and preferences whenever possible 
• Process check outs and secure payments 
• Process walk-ins reservations on behalf of the Reservations Supervisor 
• Ensure rates match market codes and that any exceptions are documented and include an explanation. 
• Ensure checks that come from outlets (e.g., gym, retail shop, F&B) are scanned and charged to room. 
• Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine. 
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key. 
• File guest paperwork or documentation
• Advise guest of any messages (e.g., voicemail, mail) received for them, and send to room if required. 
• Sell a room/accommodation to guests without reservations based on availability. 
• Ensures associates are cross trained to support successfully daily operations.

 

Managing the Guest Experience

• Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate wellbeing is preserved.
• Empowers associates to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Responds to and handles guest problems and complaints.
• Ensures associates understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Records guest issues in the guest response tracking system (GXP)
• Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate wellbeing is preserved.

 

What are we looking for:

• 1-2 years’ experience in a management position in guest services, front desk, or related professional area.
• Knowledge of luxury and lifestyle hospitality standards and operating procedures
• Ideally, knowledge of Opera
• Fluent Italian and English languages, any other language would be a plus
• Availability to work the night shift on a regular basis 

 

Explore our very big world

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

You’re welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

 

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

 

 

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.