The Night Manager is the Manager on Duty and responsible for all hotel operations during overnight shift hours, focusing on Front Office operations, night audit, guest and hotel safety/security ensuring a professional and high-quality service at all times. In addition to leading and supervising the front line team overnight, the Night Manager assists where required with guest complaint resolution, guest relations, responds to emergency situations, drives key performance indicators to ensure our benchmarks are achieved and any other tasks to ensure we meet our operational commitments across the hotel.
What will I be doing?
As Assistant Night Manager, you are responsible for managing the first impressions of our Guests by performing the following tasks to the highest standards:
Ensuring that every guest feels cared for, valued and respected – every guest, every time.
Making sure that on the shift everyone is briefed about incoming and outgoing guests, and any possible issues which may occur, thus ensuring seamless service delivery.
Checking guest preferences and profiles so that our return guests get a perfect stay with all of their individual and personalised requests adhered to, or alternatives arranged when this is not possible.
Pro-actively assist the hotel team in solving any guest issues or complaints, encouraging the team to use their initiative and empowerment guidelines and endeavoring not to leave it for the next shift.
Actively check SALT, Trip Advisor etc. to view comments and make recommendations to improve our service levels.
Complete your shift log books, making sure that all guest activity is noted and followed up so that there is no duplication or miscommunication for the next shift.
Make sure that guest profiles are updated in CRM to make sure that we have the most accurate and up to date information about our guests to hand at all times.
Welcome and look after our Hilton Honors guests making sure that their benefits are delivered and explained.
Ensure that both you and your team have good product knowledge so that you can give our Guests the best service and advice possible.
Be hands on and on the desk whenever possible, leading the way and showing a shining example of hospitality to the team.
Collaborate with other departments, particularly housekeeping, engineering and food and beverage so that our guest experience is as seamless as possible.
What are we looking for?
Night Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
Previous supervisory experience in Front Office within the hotel, leisure or retail sector
Competent level of IT proficiency
Excellent leadership and management skills
Commitment to delivering a high level of customer service
Ability to work under pressure
Excellent grooming standards
Positive attitude and good communication skills
Flexibility to respond to a variety of work situations
Ability to work on your own and as part of a team
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Previous experience in the hotel industry
Previous experience with Front Office Management Systems
Previous experience with cash handling
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!