Overview

The Night Manager oversees the daily operation of the hotel in the absence of the Managing Director, Hotel Manager or Assistant Hotel Manager primarily during the evening and night shifts. The Night Manager is responsible for excellence in guest experience through execution of the business and operating plans and supervision of the property Associates. The Night Manager provides exceptional service to internal and external guests while adhering to company and franchise Brand Standards. The Night Manager promotes Associate engagement, retention, and development through effective and engaging leadership of all Associates.

Responsibilities

Support a culture that promotes effective communications, service excellence, teamwork, performance feedback, recognition, mutual respect, and Associate satisfaction
Oversees Security Team and ensures compliance with the Security Operating Plan. Will train, retain, mentor, motivate, and collaborate with assigned recruiters to determine and implement hiring guidelines and standards
Conduct facility walks focusing on the life, safety, and security of the guests, Associates, and documenting issues in the prompt response program and pass down log. Maintaining all front and back of house cleanliness standards, security of all storage rooms, and through ensuring Associate accountability to SOP’s and/or Company guidelines including inventory and cash control procedures
Ensure that pre-shifts are conducted with all pertinent individuals attending i.e. AM MOD, AM/PM Supervisors/Senior GSA’s
Maintain the accuracy and timeliness of the prompt response program and ensure that calls are recorded properly and the response is completed to the guest’s satisfaction and within standard operating plan guidelines
Drive guest satisfaction by maintaining service and product quality standards; this is accomplished by ensuring implementation and completion of all department checklists.
Serves as point of contact for all hotel issues to include asset or guest resolutions.
Works collaboratively with other departments such as Sales & Marketing, Culinary, Banquets, Facilities, Housekeeping, Front Office, Parking to ensure there is transparency in all the happenings of the asset
Responsible for the financial results of the hotel and providing support to the Hotel Manager and Assistant Hotel Manager.
Monitor the F&B Outlets to ensure proper staffing, management coverage and act as a liaison to Senior F&B Management regarding operational deficiencies
Completes the Night Manager Checklist and communication reporting
Performs Emergency response duties as required fort this role in the Emergency Response Organization Chart and Plan

Hilton Norfolk THE MAIN

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