Night Manager

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- Under the general guidance of the Front Office Manager_,_ _the Night Manager is a hands-on leadership position that is _responsible for managing the daily front office operations on the Night Shift, ensuring all standards established by the Hotel are met or exceeded. This position is the most senior position for the Hotel during the Night Shift and oversees all areas of the hotel operation in the absence of senior management. The Night Manager will be required to make effective decisions by using sound judgment in guest related, and emergency situations._

**KEY RESPONSIBILITIES**:
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**The key responsibilities of the Night Manager include but are not limited to**:

- Leads, develops and supervises all Front Office associates; assists with check-ins and check-outs at the front desk where necessary; ensures that the front desk provides quality service to all hotel guests
- Coach the Front Office team to respond quickly to business fluctuations and is able to maintain budgetary guidelines using judgment and discretion; effectively manages room inventory to maximize revenues, drives upsell programs and contributes ideas for revenue enhancement.
- Oversee all areas of the hotel operation in the absence of senior management, acting upon urgent issues as required and reporting observations to the Department Head where applicable.
- Work in conjunction with hotel security officers and relevant local authorities, as required, to respond to disturbances in guest rooms, medical emergencies, undesirable guests and including overall safety and security throughout the hotel.
- In conjunction with the Night Security Officer, leads all hotel policies and procedures as it relates to emergency and evacuation situations including fire, bomb threat, natural disasters, medical emergencies, until local authorities arrive on scene.
- Responsible for the accurate reporting and record keeping of any and all incidents to hotel management, and local authorities, where required.
- Act as a resource to Front Office associates and Rooms Division associates and liaison between the Front Office Manager and the Front Desk associates.
- Monitor work hours and scheduling of Front Desk associates while adhering to budgeted labour costs based on hotel occupancy and work volumes.
- Participate in recruitment, selection, training and performance management of team members.
- Attend various meetings and hotel functions as relating to the Front Office function in lieu of Rooms Division Manager; assists in conducting regular Department meetings.
- Is able to work in other areas within Room Division and perform other related duties and special projects as assigned.

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**SELECTION CRITERIA**:
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**Qualifications and Technical Experience**:

- Is knowledgeable and has demonstrated experience in managing the safety component of associates, guests and property during emergencies; First Aid Certificate and knowledge of fire, life and safe procedures an asset.
- Diploma / Degree in Hospitality management preferred.
- Has a history of demonstrating confidentiality and tact in business/personnel situations, with excellent verbal communication & interpersonal skills.
- Fluent written and spoken English; 2nd language would be considered an asset

**PHYSICAL DEMANDS**:

- Must be able to stand for long periods of time.
- As verbal communication and observation between associates occurs frequently, the ability to hear and see is essential to the incumbent and their work colleague’s safety.
- Must be able to work for long periods of time where a high level of concentration is required.

**DECISION MAKING AUTHORITY**:
This position has the full authority to make decisions as it relates to:

- Scheduling of labour to meet operational requirements, including the reduction of shifts.
- Guest room and Suite upgrades.
- Room rate reductions, complimentary meals or taxi fares as compensation for relevant/related incidents.
- Relocation of guests on oversold nights and paying for accommodations and transfers by taxi.
- Eviction of guests or F&B outlets.
- Notifying and consulting with local authorities in emergency situations.