Night Manager

Night Manager \| The Laslett Hotel \| Notting Hill

In the position of Duty/Night Manager you create an amazing VIBE \- cool, exciting but also relaxed, unpretentious and accessible \- for a great eclectic mix of guests whilst maintaining the Ethos, brand integrity and operational standards. Being the face of the Senior Management Team Front of House, you have the empowerment to take decisions on their behalf when it comes to guest complaints and requests. By being out and about you ensure quality and consistency in our approach towards guests and keep the edge of what we are!

RESPONSIBILITIES \& DUTIES:

• Representing the Senior Mgt team and take ownership/responsibility when dealing with complaints and guest requests


• Ensure running a smooth Front of house operations and be the ‘go to’ person for FOH teams in absence of their HODs


• Record/Follow up glitch log entries that occurred in the hotel and follow up with the Front of House/Senior Mgt team if necessary


• Maintains high visibility in public areas during peak times and performs Front Desk duties in high demand times.


• Complete knowledge of all features and services (including Food \& Beverage outlets, menu/price/promotions/hours)


• Conversant with all hotel room types, numbers, layout, locations, rates and Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.


• Fully conversant with special packages, short and long\-term promotions (hotel, outlets, spa)


• Ensure accuracy of input into reservation/front desk systems, and content/legibility of registration cards


• Empowers employees to provide excellent customer service.


• Ensure all necessary supplies are available for the Front of House in order to work efficiently and oversee ordering/completion of Purchase Orders in line with hotel policies and procedures


• Assist responding to all issues/feedback raised in internal and external reports, including TripAdvisor reports, if required and liaise with Front of House and hotel management as appropriate


• Undertake and complete any special projects, tasks or other reasonable request by Front of House and/or Hotel Manager


• Meet and welcome regular, global card holders and VIP guests

• Follow up on any doubtful accounts passed on by Front Desk Agents


• Authorise and sign paid outs, corrections, adjustments and cashier’s banking


• Be fully involved in the preparation of departmental and hotel budgets as well as any other financial reports if requested


• Ensure Front Desk Agents balance their close of shift and resolve any discrepancies in audit and cash float balancing


• Liaise and co\-ordinate with Accounts and Front of House Manager for any special billing requests and procedures


• Fully conversant with hotel credit policy

• Ensure prompt and courteous response to guest comments, questions, complaints, requests and enquiries, taking the necessary action steps and ensuring thorough follow\-through


• Pass on to Sales Department any possible leads which could develop into future business


• Represent and/or assist Front of House Manager in all necessary meetings, as required, to ensure good inter\-departmental communication


• Constantly communicate and maintain mutual understanding with all other hotel departments


• Champion guest name usage and guest engagement levels

• Attend training sessions/courses as required, including Train the Trainer, Grievance \& Disciplinary procedures.


• Assist with the recruitment, training, motivation and supervision of all members of the Front of House teams, in conjunction with the Front of House management


• Monitor, identify and nurture training needs within the FOH department to ensure all members of staff meet the demands of existing roles and are developed to take advantage of promotion opportunities which may occur within the hotel/sbe.


• Create and develop formal/informal training plans/programme to meet identified needs

• Previous management experience within a Front Office environment


• Excellent interpersonal and communication skills for guests, colleagues, visitors, suppliers, and responding in a proactive and professional manner at all times


• To be fully conversant with, and maintain an awareness/observation of:


• Hotel fire emergency and bomb procedures


• Hotel and company security procedures


• Hotel health and safety policy and procedures (including risk management)


• Hotel standards of operation and department procedures, including grooming standards


• Training and development programmes for Front of House

• Well\-presented and well groomed


• Strong written and spoken English skills


• Competency in computer skills


• Ability to multi\-task, effectively prioritise and execute tasks in a high pressure environment


• Attention to detail


• A consistently positive attitude, self\-motivated and enthusiastic

Job Type: Full\-time

Pay: £32,000\.00 per year

Benefits:

• Additional leave


• Company events


• Company pension


• Discounted or free food


• Employee discount


• Health \& wellbeing programme


• Sick pay


• Store discount

• United Kingdom (required)

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