Night Manager

The Night Manager is the Manager on Duty and responsible for all hotel operations during overnight shift hours, focusing on Front Office operations, night audit and hotel safety/security. The Night Manager verifies front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial records. Tracks room revenue, occupancy percentages, and other front office operating statistics. He/she prepares a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day. Posts room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier. The Night Manager assists the Front Office Manager in all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. The Night Manager provides leadership and support to all members of the Front Office and must ensure that standards of Excellence in all areas are supervised.

General Activities

Exceeding Customer Expectations

Providing services that are above and beyond for customer satisfaction and retention.

Demonstrating Leadership

Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Improving Service

Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Developing and building teams

Encouraging and building mutual trust, respect and cooperation among team members.

Demonstrating appropriate behaviors

Serving as a role model to demonstrate appropriate behaviors.

Supervising Associates

Supervising and managing associates. Managing all day-to-day operations. Understanding associates positions well enough to perform duties in associates’ absence.

Communicating with Supervisors, Peers or Subordinates

Providing information to supervisors, co-workers and subordinates by telephone, in written form, email or in person.

Making Decisions and Solving Problems

Analyzing information and evaluating results to choose the best solution and solve problems.

Managing Daily Operations of the Area or Department

Managing day-to-day operations, ensuring quality, standards and meeting the expectations of the customers on a daily basis.

Coaching and Developing Others

Identifying the developmental needs of others and coaching, mentoring, or helping others to improve their knowledge or skills.

Guiding, Directing, and motivating Subordinates

Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

Communicating Information Timely

Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

Organizing, Planning and prioritizing Work

Developing specific goals and plans to prioritize, organize, and accomplish your work.

Resolving Conflicts and Negotiating with Other

Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Monitoring and Communicating Customer Recognition/Service

Implementing the customer recognition/service program. Communicating and ensuring process.

Specific Tasks

Received master key, mobile phone & verbal endorsement from out-going shift. Read Front Desk Manager logs/Check the remaining BQT functions. Resolve remaining traces, check on house status and extend due-out PM accounts. Prints reports based on the night audit check list Monitor Marriott Bonvoy enrollments one by one and check if valid and in-house. Report out to Front Office Manager any discrepancies. Ensure optimal Marriott Bonvoy occupancy capture by monitoring membership attachment rates for