Night Manager

**Compensation Information**:
$23.00 per hour

**Physical Requirement**:
Medium: Work activities involve handling loads between 10 and 20 kg; Predominately indoor setting.

**Accountabilities**:
**Operations**:

- Champions quality service when assisting with guest check-ins, check-outs, and additional hotel standard special requests as it relates to their stay
- Oversees the overnight front desk operations and ensures established SOGs are executed in a professional and consistent manner
- Distributes keys, hotel amenities and resort-wide information
- Ensures remaining overnight incoming guest package requirements, including vouchers, traces, and amenities, are complete and ready for late/overnight guest arrivals.
- Shares Guest Service Best Practices with Guest Service Agents through ongoing coaching
- Takes note of opportunities to improve processes and remove barriers that weaken the guest experience
- Works toward continuously improving operational processes and provides ongoing suggested improvements to the Front Office Manager

**Audit Duties**:

- Is accountable for End of Day Activities:

- Organizes and sorts Revenue Centre Transactions, including Food and Beverage Outlets and Front Office transactions; Supports with appropriate reporting
- Completes rebates and tracks meal and house accounts
- Balances gift card program
- Conducts No-Show reporting and revenue posting as required
- Completes regular security patrols of Hotel and Residences properties
- Supports Outlets Manager with security assistance as requested
- Provides Hotel Leaders with daily report printing for occupancy
- Readies F&B services for early departures as requested via BEO documents.
- Conducts critical audit from the previous day, checking for missing keys

**Guest Experience**:

- Champions guest resolution using existing SOGs; and provides ongoing suggested improvements to the Front Office Manager
- Interacts with the guest throughout their stay, anticipating their needs and proactively resolving guest concerns
- Drives customer loyalty by building individualized connections with guests
- Acts as the Lobby Ambassador - Hotel & Guest Liaison
- Manages and owns the lobby, providing the best experience for guests and visitors alike
- Controls consumption of alcohol in the lobby; coaches’ team on the same
- Advises guests that pets are not permitted on seating and sleeping is not permitted in the lobby
- Diffuses potentially awkward and hostile situations; dispatches additional overnight Security as required
- 1-year minimum Front Desk experience, coupled with some progressive supervisory experience in any field; resort experience is a vital asset
- Post-secondary education in accounting, hospitality, or related field
- Dedicated to working within a dynamic team that focuses on collaboration and guest experience
- Proficiency with computer systems required, such as Microsoft Office and Opera
- Professional demeanour with a passion for exceptional guest service and the ability to anticipate guest needs
- Excellent communication skills, both written and verbal, as well as excellent problem-solving abilities
- Leadership skills with the ability to coach, redirect, and motivate team members

**What you can expect from us**:
The Sun Peaks Grand culture encourages individual initiative and a collaborative approach to delivering our guests' finest mountain resort experience. We value innovation and development that contribute to business success and personal growth. We also know you have a life outside of work and encourage work-life balance, including reaping the benefits of living in a resort and the mountain’s summer and winter activities.

**A sneak peek into some of the perks and benefits our Full-Time employees enjoy**:

- Full access Winter/Summer Season Lift, Trail and Golf passes
- 3 weeks of paid vacation
- Dining discounts within our hotel & resort outlets
- Benefits plan and additional wellness components, including Health Spending Account and EFAP
- Eligibility for our ‘Pay for Performance’ incentive bonus program (after the qualifying period), awarded to our top performers
- Participation in the RRSP and matching DPSP programs
- Retail discounts in Resort owned outlets
- Reciprocal programs with partnering hotels
- Friends and family hotel rates
- Continued professional growth and development opportunities

We acknowledge that we live, work, and play on the traditional territory of the Secwépemc People.