Night Manager - Front Office

Summary

Main Duties and Responsibilities:

Operational:

§  Block the morning arrivals and communicate them to Room Service for the amenities

§  Check today’s pick up and cancelled reservations for HWEB bookings, charge them accordingly and update PMS, also refund the guests credit card.

§  Check the following reports before roll over and ensure all room rates are charged correctly: Complimentary report, Fixed rate report, upgrade report, Rate variance report, Night Manager check report, PM folios in-house, package report for the Kitchen outlet.

§  Ensure all rooms are charged correctly as per single and double occupancy.

§  Print the Credit Card batch reports and forward them to Accounts.

§  Check out and check in all POS folios before rollover.

§  Remove amenities from No-Show rooms before rollover.

§  Double-check on all remaining arrivals before rollover and charge No Shows accordingly as per the hotels procedure.

§  Perform the rollover in the PMS.

§  Create and distribute the relevant reports after rollover: Exco reports, Night Clerk report, Other reports for other departments as required

§  To conduct daily pre-shift briefings to staff on rooms occupancy, arrival and departures, functions / event and special attention that is needed.

§  Continually strive to maintain maximum guest satisfaction

§  To assist the Front Office Manager in maximizing room sales and yield.

§  To open and close the hotel inventory whenever it is deemed necessary and avoid booking out guests and through this managing overbooking levels during the night.

§  To handle guest reservations and issue amenity orders for VIP guests.

§  To ensure that all wake up calls are completed punctually and with courtesy.

§  To ensure that all VIP’s in-house names are displayed on the board in the Operator room.

§  To report all relevant emergencies to the Executive Management as required, e.g. Fire, Bomb threat, etc…..

§  To inspect the hotels main entrance, main lobby, guest elevators, restaurants, guest floors and report the findings in the logbook.

§  To check and follow up on the working order of the public areas, guest elevators, guest floors, etc…

§  To liaise with the Bell Desk for updating the lobby signboard.

§  To liaise with and assist other departments as may be required from time to time to ensure a smooth operation in all places during the night.

§  To strictly adhere to the established operating expenses and that all costs are controlled.

§  To assist the Front Manager in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times, following Park Hyatt Abu Dhabi Standards of Performance.

§  To have a full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned Place of Work.

§  To assign responsibilities to subordinates implementing Multi Tasking principle and to check their performance periodically.

§  To implement a flexible scheduling based on business patterns.

§  To ensure that the par stocks for all operating equipment and supplies are strictly adhered to and that the department is adequately equipped.

§  To assist in controlling the requisitioning, storage and careful use of all operating equipment and supplies.

§  To liaise with housekeeping and other related department on daily operation.

§  To have a thorough understanding and knowledge of all Rooms related services.

§  To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.

§  To establish a rapport with guests maintaining good customer relationships.

§  To ensure that the cashiering procedures are strictly adhered to.

§  To ensure that telephone calls are answered as per the policies and procedure and telephone etiquette.

§  To monitor a clean, orderly and business like working environment, ensuring minimal background noise and conversation.

§  To train the subordinates on the correct procedure of handling calls and message handling.

§   To make sure that all staff are aware and trained on the hotel emergency policy and procedure and adhered to it.

§  To ensure that all Luggage & Faxes are delivered within 10 minutes of arrival and follow up accordingly.

§  To act as the communication coordinator between all departments in the hotel.

§  To ensure that all arrival rooms are blocked and clean.

§  To ensure that all guests are checked in and checked out as per Hyatt Internationals Policy and Procedures.

§  To handle guest complaints in accordance with the hotel policy and liaise with the Front Office Manager for any guest complaints and problems next day morning.

§  To perform spot-checks on Registration Cards and check all room rates before the rollover.

Qualifications

• A true desire to satisfy the needs of others in a fast paced environment.
• Refined verbal and written communication skills.
• Previous front office supervisory/team leader experience preferred, in a luxury hospitality company.
• Experience working with Opera is required.
• Ability to work a flexible schedule.
• German language will be ideal.