Night Manager

JOB SUMMARYW Rome is casting for a Night Manager on duty to join the first W Hotel in Italy.
Reporting to the Welcome Office Manager, the Night Manager on duty oversees all property operations during the overnight shift, ensuring that the highest levels of hospitality and service are provided.Represents property management in resolving any guest or property related situation during the night shift.
Manages the flow of questions and directs guests accordingly.
Serves as Guest Relations Manager and handles the tracking of service issues.
Personally assists in resolving any issues and completing tasks.
Reviews end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.W Rome redefines the luxury hotel scene of the Eternal City through its informal yet impeccable Whatever/Whenever service and trademark high energy.
It is the perfect match for the duality of the Italian, between reverence for tradition and defiance of expectations, a magnetic social hub shedding light on the future of the Eternal City.What we offerJoin the dream team of the first W Hotel in ItalyProfessional career progression at international level in Marriott InternationalLearning and development opportunities online, on the job and in classDiscounts on hotel rooms, gift shop items, food and beverageDisruptive management & motivated and engaging TalentsCharity events, Wellbeing activities through the TakeCare programCanteen service and uniformCORE WORK ACTIVITIESMonitoring Property OperationsDirects, monitors, and assists all overnight staff, by coordinating engineering and housekeeping, security and supporting food and beverage operationsCoordinates the emergency overnight team and is the point of reference for any sort of emergencyUnderstands and complies with loss prevention policies and proceduresConducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenanceParticipates as needed in the investigation of associate and guest accidents and reporting them into the relevant systemsMaintains a strong working relationship with all departments to support night property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the propertyMonitors and ensures compliance with all Guidelines to OperationsUnderstands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.Ensures all employees are in proper uniform and are properly groomed (grooming standards in employee handbook)Ensures employees are working in a safe environmentEnsures guest tracking scores and employee opinion survey goals are achievedCommunicates any variations to the established norms to the appropriate department in a timely mannerSends copy of MOD night report to all departments on a daily basisStrives to improve service performanceEnsures compliance with all policies, standards and procedures and conducts BSA audit for the welcome desk night agent on a regular basisEmphasizes guest satisfaction during all departmental meetings and focuses on continuous improvementManage Front Office OperationsProcess all guest check-ins by confirming reservations in computer system (OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and proceduresAssign room according to guest request and preferences whenever possibleProcess check outs and secure paymentsProcess walk-in reservations on behalf of the Reservations SupervisorEnsure rates match market codes and that any exceptions are documented and include an explanationEnsure checks that come from outlets (e.g., gym, retail shop, F&B) are scanned and charged to roomActivate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machineSecure valid form of payment (e.g., credit card, cash) prior to issuing room keyFile guest paperwork or documentationAdvise guest of any messages (e.g., voicemail, mail) received for them, and send to room if requiredSell a room/accommodation to guests without reservations based on availabilityEnsures associates are cross-trained to support successfully daily operationsManaging the Guest ExperienceIntervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate wellbeing is preservedEmpowers associates to provide excellent customer serviceProvides immediate assistance to guests as requestedServes as a leader in displaying outstanding hospitality skillsResponds to and handles guest problems and complaintsEnsures associates understand customer service expectations and parametersInteracts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfactionParticipates in the development and implementation of corrective action plans to improve guest satisfactionRecords guest issues in the guest response tracking system (GXP)Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate wellbeing is preservedCANDIDATE PROFILEEducation and ExperienceHigh school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional areaOR2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional areaProfessional ExperienceExperience in the role in luxury or lifestyle hotelsEnglish and Italian fluent speakerIdeally, knowledge of Opera, Empower, GXPPassionate about standards and proceduresExplore our very big worldAs a world-class leader in the travel industry, there's no better place than Marriott International to make your mark.
Joining us, you'll get to entertain and meet people from all over the world as you build your experience.
You'll find a place where your personality and ideas are appreciated just as much as the work you do.
And you'll grow through opportunities to explore the business, opening yourself to various career options.
If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.You're welcomed hereOur highest priority is making you feel as welcome as our guests.
We want you to know you're important to us and that you'll make an impact in your role, and for that, you'll be appreciated and valued.W Hotels' mission is to Ignite Curiosity, Expand Worlds.
We are a place to experience life.
We're here to open doors and open minds.
We are constantly inspired by new faces and new experiences.
A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe.
Whatever/Whenever is our culture and service philosophy that brings our guests' passions to life.
If you are original, innovative, and always looking towards the future of what's possible, welcome to W Hotels.
In joining W Hotels, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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