JOB TITLE: Assistant Night Manager THE SCOPEAs the Assistant Night Manager, you will assist with the night operations of the hotel and be responsible for creating a warm and personalised welcome experience for our guests overnight. This role will also step up to cover days off for the Night Manager - overseeing night operations, ensuring the general safety and security of guests, staff and the property is maintained at all times. THE TEAMYou oversee the overnight performance of the Rooms Division and Food & Beverage departments in the absence of Head of Departments. Responsible for effectively oversee the performance of the hotel. You report to the Rooms Division Manager and collaborate with all departments, including but not limited to: Management, Housekeeping, Sales & Marketing, Reservations, Maintenance and all Food & Beverage; to execute stunning service to your guests. THE DUTIES & RESPONSIBILITIESYour typical duties will include but won't be limited to: 1. Anticipate and attend to the guest’s needs and desires immediately. 2. Offer a warm and friendly salutation to hotel guests as they enter and depart from the Hotel. 3. Check guests in and out with efficiency and friendliness and in accordance with the established Hotel procedural guidelines. 4. Process daily guest transactions and accounts accurately and efficiently. 5. Anticipate and meet guest needs and desires immediately as they occur during the night shift. 6. Ensure that all accommodation, food, beverage and miscellaneous revenue is properly posted. 7. To ensure that all cash, cheque, credit card, room charge, and charge back payments have been properly posted. 8. Accurately identify any discrepancy which exists between revenue and payments. 9. Complete the night audit process thoroughly and accurately. 10. Being totally conversant with regard to all aspects of the Hotel’s computer system as they relate to specific night audit functions. 11. Liaising with accounts to ensure that the necessary information is being reviewed and recorded on a daily basis. 12. Complete/review the first review of tasks in Tyalls. 13. Ensuring that all cashiering policies and procedures are followed. 14. Ensuring that the necessary documentation exists to support all accounting and audit functions in the Hotel. 15. Responding to all guest comments and complaints with tact, diplomacy, urgency and a genuine sense of caring at all times. 16. Maintaining the established standards of service throughout the Hotel. 17. Maintaining consistent lines of communication with the Night Manager 18. Supervise the Night Auditor and any other non-managerial staff on shift. 19. Assist the Night Manager with tasks as directed. 20. Complying with all of the Hotel’s standard operational policies and procedures as outlined in the Team Handbook. 21. Participating in all Front Office communication and training sessions. 22. Having a full knowledge of, and practicing all of the hotel’s established occupational health and safety guidelines (OH&S). 23. Giving assistance to other departments or outlets when required. 24. Performing any other duties as directed by the Night Manager. 25. Work with the Housekeeping, Reservations, and Maintenance departments, to ensure that the Hotel’s rooms are properly prepared for arriving guests. 26. Communicate any guest special request to the appropriate department(s) and follow up to make certain the request has been fulfilled in accordance with the guest’s wishes. 27. Promptly action all guest messages and facsimiles. 28. Communicate any pertinent guest comments, particularly guest complaints, to the Hotel management. 29. Be fully conversant with regard to all information on the area as a destination, the services available at and through the hotel, any special events taking place in the area. 30. Have a full working knowledge of all current room rates and packages available at the Hotel. 31. Book, update, amend and file all reservations accurately and in a timely manner. 32. Participate in all rostered theoretical and on-the-job training sessions. 33. Comply with all of the hotel’s operational policies & procedures. 34. Maintain a clean & safe working environment. 35. Have a full knowledge of, and practice all of the hotel’s established workplace health and safety guidelines (WH&S). 36. Adhere to all established cashiering policies and procedures. 37. Ensure the protection and maintenance of all operating equipment 38. Complete all assigned opening and closing duties. 39. Give assistance to the telephonists and back office personnel when required. 40. Attend all scheduled meetings. 41. Performing any other duties as directed by the Night Manager and Front Office Manager. AUTHORITIES All expenditure must be pre-approved by Rooms Division Manager. To undertake any other duties as required by Management. This job description is not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with this position. It is intended to provide a description of the principle elements essential for the performance of the job. All descriptions are subject to change.
