Night Manager for Luxury Hotel

1 week ago

Vancouver, Canada EXchange Hotel Vancouver Full time

The Night Manager is responsible for maintaining the standards of all guest services offered by the Hotel as well as the completion of the Night Audit. The Night Manager contributes to the success of the Hotel by performing the following duties:

- Works closely with Door and Bell Team to ensure a seamless arrival and departure experience
- Creates a memorable arrival and departure experience by providing a personalized check in and check out experience
- Maintains a balanced float assigned by the hotel. Reconciles all transactions at the end of each shift
- Handles all guest interactions with the highest level of hospitality and professionalism; accommodating special requests whenever possible
- Assists guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
- Answers internal and external telephone inquiries in an efficient and friendly manner, using guest names when possible
- Utilizes a variety of computer systems (e.g. property management and radio systems), high-speed Internet system
- Accepts reservations, changes and cancellations in the absence of Reservations Department colleague
- Answers guest calls and directs them appropriately
- Completes shift checklist and pass on important information
- Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of Concierge, Bell Staff, and lobby coverage
- Performs regular hotel patrol to ensure no unauthorized individuals are on property
- Must have the ability to perform other tasks or projects as assigned by hotel management and staff
- Abide by the policies and procedures as set out in the Colleague Handbook and any other applicable policies
- Must work harmoniously and professionally with colleagues and management
- Performs all end of day transactions including but not limited to processing night audit reports, checking to make sure all of the days transactions are correct and settled, and completing other front office accounting as needed
- Directs and oversees all hotel operations during the night shift to ensure guest satisfaction and safety
- Maintains a professional and high-quality service-oriented environment at all times
- Other duties as assigned

Qualification:

- Must have a passion for delivering outstanding service
- Self-motivated, decisive, responsible and driven to achieve goals
- Strong interpersonal skills, exceptional oral and written communication skills
- Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills
- Ability to remain calm under pressure
- Must be organized and detail oriented
- Strong multi-tasking skills
- Must be able to stand for an entire shift
- Comfortable with and the ability to stay awake in the late hours of the night and stand for long periods of time
- Ability to work 11:00 PM to 7:30 AM shift
- Ability to lift, push, pull up to 35 pounds
- Ability to maintain position for extended amounts of time in order to greet guests, offer assistance, and open doors in the lobby area
- Ability to work flexible hours, including days, evenings, weekends, holidays and overnight shifts
- Fluent in English. Proficiency of a secondary language would be an added advantage
- Relevant experience in a similar capacity in a luxury hotel
- Proficient in Word, Excel and Outlook
- Experience with property management systems would be an added advantage
- College education in Hospitality preferred or equivalent experience

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday
- Night shift
- Overtime
- Weekend availability

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Vancouver, BC V6G 0E1: reliably commute or plan to relocate before starting work (required)

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