Night Manager

Supervises the staff of the hotel during the overnight shift, responding to guest requests and ensuring standards are met:

• Manages the activities at the Front Desk during the overnight shift.  Directs staff. Ensures communications and follow-up with day shift on any problems, guest requests or special requirements,
  
  
• Frequently tours the hotel and monitors the activities of all other departments. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met,
  
  
• Personally handles all guest relocations according to established guidelines,
  
  
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone,
  
  
• Reviews late arrivals, next day early arrivals and departures to plan for the next day’s activities.  Coordinates arrivals, departures and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.