Night Manager
(15492)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Gleaming in the vibrant heart of New Dubai, enveloped in private sands and luxuriant gardens, One&Only Royal Mirage is a sanctuary of traditional splendour where indulgence and excitement gloriously combine. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
With stunning resorts located across the globe and exciting expansion planned, Kerzner International currently has a fantastic opportunity for an experienced Night Manager to join One&Only Royal Mirage Resort in Dubai.
With the global growth of our brands, you will be an integral part of Resort’s success, and your role goes beyond developing potential relationships with our clients where you will be responsible for managing the night activities, reporting, training and operations of the Night Auditors and colleagues. Under the general direction of the Front Office Manager, to verify the accuracy of guest accounts and the balancing of Departmental charges. With experience in a high-quality luxury boutique hotel/resort, the Night Manager will support the Front Office and Night Audit team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. To support all property operations ensuring the highest levels of hospitality and service are provided. Compile the computerized update and mathematically verify and record all revenue processed for the hotel operation. The Night Manager will also serve our guests in an efficient, friendly and professional manner in accordance with the standards of the One &Only. Manage the flow of questions and directs guests within the lobby, supports the tracking and resolution of service issues.
Key Duties and Responsibilities
Night audit and Front office operations
- Balance all daily reports for the Hotel
- Post and balance charges timeously and efficiently.
- Prepare restaurant audits to breakdown and balance restaurant figures.
- Run various reports – handwritten and computer.
- Complete all required night audit forms by shift end and submit to the Accounts Department
- Frequent Communication throughout the shift with Security Patrol. Administer Directions when required.
- Effectively and completely train all new or relief staff in Night audit procedures.
- Operate computer equipment and reservations system.
Front office administration
- Maximum room occupancy and yield is ensured in line with the standards policy on rates and overbooking.
- 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.
- Close liaison is maintained with the housekeeping department on check-outs, room moves, forecast occupancies, etc.
- Any faults or defects are reported to the Maintenance department.
- The Colleague is fully familiar with the room types, applicable rates, discount and rates structures and rate policies.
Front office billing and cashiering
- All charges are correctly entered onto the guest’s folio and that this is always kept up to date.
- Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval from the EAM or Resort Manager.
- Foreign currency and traveller’s cheques are exchanged for resident guests in accordance with the hotel’s procedures and policies.
- All dockets and correspondence pertaining to guest ledger accounts are attached to the guest folio before being sent to the Accounts department.
- 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
- 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 re-directed to the person or department requested. This may require that individuals within the hotel to be paged to connect the call accordingly.
- 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.
- All requests for wake-up calls are accurately recorded and ensure such wake-up calls are initiated as requested, in a courteous manner.
- 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
- Subordinates and other members of staff are always dealt with in a polite and helpful manner.
- 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 offence and conflict.
- 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.
- Instructions from management are treated constructively and acted upon.
Guest satisfaction
- Guests are dealt with in a polite and friendly manner.
- 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.
- 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.
General duties
- The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. The Job Description may be subject to review from time to time.
- The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
- The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
- The employee will be required to be familiar with the hotel policy on fir
