Description du poste
The Night Manager is responsible for delivering a customized, memorable and unique experience to resort guests and residents. By personalizing the service and improving guest loyalty, this position will consistently focus upon developing new ways to improve the guest experience. This position oversees the resolution of guest concerns, and facilitates the delivery of quality, clean and safe facilities, amenities and services, as well as the resort operations during the overnight hours. This position works cohesively with all other departments within the resort, as well as Front of the House Managers within the Front Office. The Night Manager is responsible for monitoring guest satisfaction and recommending approaches that can be implemented to better serve our guests. The core competencies required to perform the duties of the Night Manager include outstanding leadership, effective communication, strong interpersonal and guest service skills, as well as the skill to possess advanced knowledge of Four Seasons’ products and services.
Skills & Expertise:
1) Overnight Leadership Experience in a Hotel -- Absolutely Mandatory
2) Luxury Experience Preferred
3) Experience handling tough situations (tell me the craziest thing you've ever dealt with while Manager on Duty)
4) Excellent interpersonal skills
Effectively leading and managing the overnight operations and departments, including but not limited to: Front Desk, Rescomm, Security, Housekeeping, Laundry, Overnight Cleaners, Engineering and Valet Services.
Provide upscale guest service experiences to guests throughout their stay.
Ensure guests are properly greeted upon their arrival.
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.
Oversee check-in and check-out procedures, including reservations and financial transactions.
Promptly address guests’ requests, actively listen to and resolve complaints.
Ensure special guests (e.g. VIPs) receive personalized services.
Proactively manage and engage 3rd party vendors included but not limited to: Transportation, Valet parking and car rental companies, Disney and all other partners.
Inform guests of resort’s services (e.g. dining options, Spa and activities) and promote all hotel amenities, conveniences and programs offered.
Establish friendly relationships with regular hotel guests, members and residents.
Assumes position of duty manager ensuring the highest possible standards of guest service, presentation, technical operation and safety in all operation areas within the Front Office.
Monitors standards of service and response to our overall product, through observations and Medallia guest comments, and recommends short- and long-term changes through regular feedback, daily reports and proposals.
Communicates effectively with all Managers and front-line team members on procedures, policies and general activities.
Demonstrates strong rooms upsells approach by fulfilling resort’s yearly goals, motivating the Front Office team and keeping issue “top of mind” year round.
Coaches and supports all Managers to take ownership and complete responsibility for managing their time and development within each specific area.
Leads by example and demonstrates the perfect role model for all guest-facing team members.
Adopts an enthusiastic, assertive and passionate approach to guest service and demonstrates our Seasons values at every opportunity.
Supports the communication of new initiatives and strategies to ensure effective implementation.
Demonstrates an ability to bring the best out of all team members in all situations and rewards positive innovative / improvisational thinking and praises accordingly.
Manages the staff by training, scheduling and conducting performance evaluations and disciplines staff when needed.
Assures that all financial and credit procedures are followed.
Resolves guest complaints from all areas of the resort, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone.
Utilizes a variety of computer systems within all Front Office departments.
Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees without requiring special direction. Responds swiftly and effectively in any hotel emergency or safety situation.
Checks Staff facilities such as Locker Rooms and Staff Dining Room to assure that they are operating at Four Seasons standards. Communicate to P&C (People & Culture) when they are not. Acts as a liaison for overnight shift with P&C.
- Experience in dealing with guests in difficult situations.
- Experience of maintaining the highest level of service in high-pressure situations
- Excellent communicator, coach and motivator
- Understanding of Health and Safety regulations
- Computer literate
- Good understanding of staff welfare
- Crisis management training
- Confidence to demonstrate the passion to provide excellent service to our guests
Knowledge and Skills
Education: High School education or equivalent experience.
Skills and Abilities: Ability to read and write proficiently in English.
No. of employees supervised: Up to 10 directly, 50 indirectly on any particular shift.
Travel required: None
Hours required: Ten hour shift or longer; scheduled days and times may vary based on need.
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf