Night Manager

Key Duties and Responsibilities

Night audit and Front office operations

1. Balance all daily reports for the Hotel.
2. Post and balance charges timeously and efficiently.
3. Prepare restaurant audits to breakdown and balance restaurant figures.
4. Run various reports handwritten and computer.
5. Complete all required night audit forms by shift end and submit to the Accounts Department.
6. Frequent communication throughout the shift with Security Patrol. Administer directions when required.
7. Effectively and completely train all new or relief staff in Night audit procedures.
8. Operate computer equipment and reservations system.

Front office administration

1. Maximum room occupancy and yield is ensured in line with the standards policy on rates and overbooking.
2. The guest list and other required information is updated, and copies sent to the appropriate departments, i.e. Housekeeping, Restaurants, In-Room Dining, Bar, Resort Manager, etc.
3. Close liaison is maintained with the housekeeping department on check-outs, room moves, forecast occupancies, etc.
4. Any faults or defects are reported to the Maintenance department.
5. The colleague is fully familiar with the room types, applicable rates, discount and rates structures and rate policies.

Front office billing and cashiering

1. All charges are correctly entered onto the guest's folio and that this is always kept up to date.
2. Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval from the EAM or Resort Manager.
3. Foreign currency and traveller's cheques are exchanged for resident guests in accordance with the hotel’s procedures and policies.
4. All dockets and correspondence pertaining to guest ledger accounts are attached to the guest folio before being sent to the Accounts department.
5. The float, cash and credit card takings for the shift are balanced and the necessary cashier reports completed. Declares any overage or shortage on this report. Counts and checks floats ready for handover.

Switchboard operation

1. All incoming calls are answered with a high degree of courtesy according to the set standards that will project the desired image of the hotel, and such calls are redirected to the person or department requested.
2. Assistance, when required, is given to guests to make international calls or to obtain information. All guest inquiries, requests or complaints, where immediate assistance cannot be given, are directed to the Front Office Duty Manager or EAM.
3. All requests for wake-up calls are accurately recorded and ensure such wake-up calls are initiated as requested, in a courteous manner.
4. The employee demonstrates his/her knowledge of procedures and actions to be taken when a doctor, ambulance, fire or any other emergency call is requested, or emergency procedure is initiated.

Interpersonal relationships

1. Subordinates and other members of staff are always dealt with in a polite and helpful manner.
2. Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offense and conflict.
3. Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary.
4. Instructions from management are treated constructively and acted upon.

Guest satisfaction

1. Guests are dealt with in a polite and friendly manner.
2. Guest needs and requirements are anticipated and acted upon as soon as possible and guest inquiries and requests are dealt with promptly and efficiently. Requests outside area of authority are referred immediately to an appropriate person and requests are followed through to ensure guest satisfaction.
3. Dissatisfied guests are acknowledged immediately and attended to without delay. The guest is assured that the complaint will receive immediate attention, and such complaints are resolved within the individual’s ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure a satisfactory action is taken.