Night Supervisor

2 weeks ago

Concord, Canada Monte Carlo Inn Vaughan Suites Full time

The Night Manager will supervise the operations and personnel of the Evening and Night Audit Shifts to ensure the smooth and efficient operation of the Front Office. The position involves coordinating Front Office activities in order to maintain the highest occupancy and ADR possible, as well as resolving any problems in a timely manner. The Night Manager is responsible for organizing and cross training a team and working independently as required.

1. You will be eligible for the Group Benefit Program three-months from the above stated employment start date.

2. You will be expected to be available to cover additional shifts in the event of staff shortages or emergencies.

3. You will be expected to cover hotel management duties when there is a management shortage or an emergency.

4. As a Night Manager you will be expected to work a minimum of 5 days per week including weekends, night shifts etc. The schedule, shifts or weekly hours can change at any time based on the specific needs of the company.

5. The employee acknowledges and agrees that as a member of the managerial staff he is not eligible to receive overtime compensation

6. Reporting to work on time for scheduled work hours.

7. Conforming to the hotel’s established standards of dress, grooming and personal hygiene as it pertains to Managerial Staff.

8. Working with the Front Desk Agents in respect to aggressive Sales & Marketing strategies.

9. Working with the management teamto ensure that the daily front desk procedures are being completed in a timely fashion.

10. You will be expected to work with the guest service agents on various shifts to ensure that daily front desk procedures are being completed as efficiently as possible, these include but are not limited to the following:

- Overall organization of the front desk environment, including files and documents
- Check out procedures
- Check in procedures
- Reservations
- Ensure all shifts balance their deposits
- Bucket checks are being completed twice per shift
- High balance reports are being reviewed daily
- Ensure cash hold and declined credit card bookings are addressed by no later than 4:00PM
- Ensuring all guest special requests are coordinated with the necessary departments
- If there are any requests pertaining to meeting rooms, group blocks, and/or long-term stays provide the customer with as much information as possible. Give them the contact information for the sales manager and also take down there contact information and pass it on to the sales manager so that a follow up call can be made.

11. Respond to customer complaints and make necessary decisions as it applies to maintaining customer satisfaction.

12. Provide support of maintenance requirements when required and in the event of an emergency.

13. Supervise the front desk staff to ensure that customer service meets and exceeds brand standards

a. Talk to any upset guests and ensure that they are satisfied and are leaving with the intention of returning. You are a representative of the hotel and you should always act with the best interests of the hotel in mind.

b. Never take offence to what any of our customers may say to you. Remain calm and level headed. Never be aggressive with customers and always approach the situation with calmness and empathy. YOU ARE HERE TO SERVE THEM.

c. Offer small discounts on the room (10%), free upgraded breakfast vouchers, and ONLY if NECESSARY, a Free upgrade certificate for their next stay with us. NEVER give a guest a room for free IF the situation is VERY BAD - advise the guest that management will contact them first thing in the morning. Gather as much information for on the situation and make it available for me.

14. Conduct orientation and training of new front desk staff including explaining policies, procedures.

15. Make recommendations to improve service and efficiency.

16. Record data regarding work assignments including examining the hotel to determine the need for repairs and or replacement of furniture, fixtures and equipment.

17. Motivate and foster a team atmosphere and strong communication within the front desk staff and hotel as a whole.

18. Perform Room Inspections, including working with the on-site engineering department to ensure that that our hotel is properly maintained, including all room equipment such as televisions and high-speed internet are in working order.

19. Liaison with department heads on a daily, weekly and monthly basis to determine the most effective strategies are being implemented for capturing revenue.

20. All other duties as are assigned.

**Job Types**: Full-time, Permanent

**Salary**: $16.00-$18.00 per hour

Additional pay:

- Bonus pay
- Overtime pay

Schedule:

- 8 hour shift
- Night shift

COVID-19 considerations:
Yes, must be fully vaccinated.

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