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Night Operations Manager
2 months ago
Position Overview
The Overnight Guest Services Supervisor is tasked with overseeing the seamless operations during the night at Deerhurst Resort, ensuring that guests receive the utmost satisfaction. This role involves acting as a primary resource for information, managing emergency situations, and upholding the Resort's policies. The Supervisor plays a crucial role in optimizing occupancy and revenue, reporting directly to the Rooms Division Manager, and is an integral part of the leadership team.
Key Responsibilities
- Directs the overnight teams and manages all related operations.
- Facilitates training and development for team members, ensuring they are prepared to deliver outstanding guest service.
- Coordinates scheduling and labor management to align with budgetary goals.
- Provides exceptional service to guests and supports team members.
- Monitors the safety and well-being of guests and staff by identifying and reporting potential hazards.
- Ensures a superior guest experience from arrival to departure, addressing concerns promptly and professionally.
- Manages cash handling and float responsibilities.
- Responds to guest inquiries and follows up on comments and concerns.
- Oversees cleanliness and maintenance of the lobby and public areas.
- Ensures health and safety standards are upheld for all departments during the overnight shift.
- Acts on behalf of the Executive Office to maintain company and Resort standards.
- Ensures daily audits are accurate and addresses discrepancies with the Controller.
- Conducts daily backups of the Property Management System.
- Champions the allocation and assignment of rooms for incoming guests.
- Performs switchboard operations, including managing multi-line phone systems and radios.
Skills and Qualifications
- Strong guest orientation with a friendly and helpful demeanor.
- Ability to collaborate effectively with others.
- Initiative-driven within established guidelines.
- Attention to detail, order, and cleanliness.
- High energy, flexibility, and professionalism.
- Passion for providing exceptional service and meeting the needs of others.
- Effective communication skills, both verbal and written.
- Adaptability in a fast-paced and constantly changing environment.
- Familiarity with Property Management and related reservation software.
- Capable of managing multiple tasks simultaneously.
- Proven organizational skills with a keen sense of detail.
- Quick and accurate decision-making abilities.
- Ability to thrive in high-pressure, high-volume settings.
- Proficient in understanding financial data and information.
Education and Experience
- Experience in supervising staff, including recruitment, training, and motivation.
- A degree in Hospitality Management or a related field is preferred.
- Valid CPR and First Aid certifications are required.
- Certification in Automated External Defibrillator (AED) is necessary.
- A valid driver's license with a clean record is essential.
- Smart Serve Certificate is mandatory.
