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Dec 20, 2016

Night Manager Job in Kenya

Job Title: Night Manager

Department:
Front Office

Reports to: Front Office Manager

Job Objectives
  • To ensure that all guests receive a warm, memorable and personalized welcome to the Hotels setting the scene for their stay
  • To manage the Night team, ensuring that all assigned task are completed within time and up to the Hotel standards as prescribed in the SOPS.
  • To complete administrative tasks accurately and within set deadlines
  • To ensure night audit is completed on time following set accounting procedures
  • To implement and enforce new procedures as may be introduced by management from time to time
  • To ensure that guest needs are anticipated and that requests are actioned accordingly.
  • Ensure that guests, their property, staff and hotel facilities as a whole are adequately secured through correct deployment of guards and utilization of CCTV system.
Key Job Responsibilities
 
Our People
  • Ensure that staffs who report on duty are punctual, correctly dressed including name badge paying attention to hygiene and tidiness.
  • Ensure that full and complete handovers are carried out in all departments before closure of the previous shift.
  • Ensure that persons in charge of previous shifts have adequately manned and equipped the night team for efficient operations during the night.
  • Help to maintain a good working environment and ensuring that a team spirit is fostered across departments through support to overwhelmed sections.
  • Carry out any reasonable requests by heads of departments and supervise and ensure that projects scheduled to be carried out at night are completed to standard without disturbance and/or inconvenience to customers.
  • Inspect vehicles contracted to transport staff and make judgment on their suitability from a safety point of view to carry staff.
  • Release transport as scheduled and organize for other staff drop offs and pickups based on business needs.
  • Recognize, appreciate and recommend teamers for their consistency in level of service to customers, good behavior or for going the extra mile to serve guests.
Customer service - Our Business
  • Update yourself of the business levels and the activities carried over from the previous shift for seamless continuity between the two shifts.
  • Receive a detailed handover of any ongoing functions including introduction to key people to ensure that closing duties including billing are done according to prior agreements with the customer.
  • Check on regular guests and VIPs in house to ensure that they are accorded the recognition they deserve.
  • Be fully conversant with and adhere to hotel standards of operation and department procedures. Question, amend and introduce new procedures as and when appropriate in consultation with departmental heads.
  • Ensure that new standards are understood and become part of daily procedures during your shift
  • Be aware of all daily and weekly events in the hotel and proactively ensure that support is available including loose change in cases of cash bar functions and extra transport is on hand for teamers who might work late.
  • Maintain high profile/visibility in busy service areas for support and guidance
  • Be aware of the status of operating floats with a view to ensuring that all cashiers have adequate loose change and confirm sales/collections before cashier drops at the end of the shift
  • Ensure pre- check out procedures for any late/early departures are carried for billing accuracy and efficiency at the front desk
  • Be competent in guest show around of all hotels’ facilities including rooms, restaurants, conference centre, health club, etc.
  • Ensure that all departments are appropriately manned and equipped for efficient running during the shift.
  • Routinely inspect facilities including rooms, restaurants, washrooms, etc to ensure that the state of cleanliness, repair and the general outlook is to Hotel standards.
Check on FO operations;
  • Reception night duties including pre-allocation of rooms for the following day’s arrivals. Ensure that VIP arrivals are appropriately flagged and requests if any taken into consideration in room allocation.
  • Check on functionality of hotel lines and internet to ensure that open lines of communication are maintained between the hotel and external customers
  • Confirm requests for any groups’ in house including wake up calls, breakfast, and pickups are appropriately organized.
  • Check on pending late arrivals, expected early arrivals and late departures and ensure that the team is geared to serve them efficiently as per SOPS.
  • Treat no shows as per instructions from the day team or policy. Where none exists, record and handover to morning FO Manager for further action.
  • Ensure pre audit, audit and post audit activities are carried out and completed on time.
  • Routinely inspect pits at the reception to ensure that contents are correctly reflected on customers’ profiles and folios.
  • Analyze the rate variance report and highlight any abnormal rates for purposes of follow ups by relevant managers.
  • Check on room service and ensure that orders are served to standard and on time.
  • Handle, follow up and communicate any comments or complaints. Pass on to relevant HODS if unable to resolve or for further follow ups.
  • Be familiar with and promote hotel facilities. Assist guests with any requests/enquiries including information, making bookings, directions, etc.
  • Be fully conversant with ongoing offers and handle related reservations as they arise.
  • At regular intervals, do property walk about to confirm that correct work flow and processes are as required and report any irregularities that cannot be handled at night to the relevant departments.
  • Ensure that all guest areas including the floors are clean and tidy and that unnecessary lights in unoccupied areas are switched off.
  • Attend relevant HOD meetings, courses and any other operational meetings that are required of you to ensure a smooth running hotel during the night.
Health and Safety
  • During the property walk around, report all potential and real hazards immediately
  • Ensure that security as deployed adequately addresses the security needs of the hotels and alert PSM.
  • Ensure lights to enhance security but off in areas where they are unnecessary.
  • Be fully conversant with the hotels’ emergency procedures and ensure that personnel on duty are aware of the relevant contact numbers
  • Attend fire, health and safety training as and when scheduled
  • Have an awareness of the health and safety in relation to all the activities and tasks taking place in the hotel during the shift.
How to Apply
 
Applications quoting the position title with detailed CV, with contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other not relatives) should be submitted to: [email protected]  on or before 29th December 2016.
 
Only shortlisted candidates will be contacted.

NB: Please clearly indicate in the subject line as “NIGHT MANAGER”

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