Department: Front Office Job Level: Management Job Type: Full Time Hours per week: 40 Job Reference: REQ11646 Date Posted: 31 July If you know art'otel, you know we like to do things differently.
Our guests come to us for something that goes beyond their usual hotel expectations, so we're looking for an amazing Night Manager to run all night front office operations.
Your approach to the job will be inspired by your authentic style and self - always ready with care and attention, creativity.
You'll know exactly who needs what and when, you'll remember their names and you'll use your skill and experience to ensure guests are satisfied by delivering a personalised high standard of customer service.
In your role as Night Manager , you'll discuss and agree some key objectives with your line manager.
These objectives are designed to support your department's goals and priorities.
You'll also take responsibility for your own development, embracing training opportunities that we offer, while learning from any challenges and mistakes along the way.
How you do it: You'll complete tasks relevant but not limited to guest, employee & back office administrative/audit cycles (Room allocation, check-in, groups, follow ups and check-out, managing service recovery, invoicing & billing, handling phone, written and face to face guest feedback and requests updating the Hotel Management Systems, dealing with book-outs, night audit & reconciliations, assisting F&B & security duties) liaising with relevant teams to ensure guest satisfaction whilst ensuring the business continuity through payment compliance; You'll follow guidance and instructions given by leadership team, supported by the company's standard operating procedures related but not limited to emergency and evacuation procedures, report any incidents, accidents or maintenance faults that may jeopardise guest or colleague's satisfaction, health & wellbeing.
Attends and completes all mandatory Health & Safety training.
Handles personal information confidentially and shows ethical and social responsibilities.
You'll communicate effectively with both internal and external guests (including hotel colleagues) via written correspondence, phone and face to face; You'll proactively upsell and promote all hotel outlets (such as upselling, special events & VIP entertaining) as well as any related reward programs; You'll actively support in the planning and development of hotel services, maximising revenue opportunities and display a passionate approach towards the improvement of new methods of services.
You'll engage with colleagues and guests, confidently relaying hotel facilities or internally held meetings, consistently exhibiting appropriate service behaviour (such as greeting, eye contact, using names, personal presentation & grooming standards); You'll demonstrate flexibility and create a welcoming atmosphere and personalised service for each individual external and internal guest having an eye for detail and responding appropriately to guest, colleague and leadership feedback.
You'll actively contribute to your immediate as well as wider hotel team, using all forms of communication appropriate for each situation and displaying positive and open body language.
Identifying opportunities and improvements to ways of working whilst being solution focused to operational needs of the hotel.
You'll provide Leadership through leading by example, clearly communicating both operational & strategic information, ongoing customer feedback, ensuring team members are trained & developed, empowering your team and providing an inspiring service culture through briefings, team meetings, allocation of resources, Opera, handovers and supervision of the team.
Being present at key busy times.
You'll have a wide knowledge in all technical, human, financial & auditing procedures.
To be organised, efficient, professional and able to co-ordinate all the departments working closely together.
You'll ensure that all activities are following national laws and regulations, management decisions and PPHE Hotel Groups operating policies, processes and procedures.
What you bring: You've got full FO operations knowledge.
You're ready to check and create reports and manage FO activities 360.
You're a great leader, ready to teach and supervise the night FO Team and train where needed.
Must be fluent in Italian and English; a third language is a plus.
Knowledge of PMS Opera preferred.
There's a lot more to this job than we've given you here – don't worry, we'll fill you in on everything before you begin.
We might also add other similar responsibilities on a temporary or permanent basis, depending on the needs of art'otel.
Therefore, we offer a range of great benefits for you to enjoy: 26 Days of holidays a year Open & transparent communication culture Exclusive discounts for PPHE & Radisson Hotels worldwide Exclusive discounts for Hotel Restaurants Meals on Duty A competitive package and opportunities for development Apply now and join one of the best places to work in hospitality "The Caterer 2021" Be bold.
Be creative.
Be original.
A fun place to create and inspire.
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