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Doubletree Hilton Woking- Night Manager

8th February 2022

Job Scope

To ensure the smooth and efficient running of the hotel to the satisfaction of all guest needs and that the night audit is completed to fulfill all audit and statistical information requirements for the hotel. To ensure the security of the hotel guests and hotel as a whole and to provide services for hotel guests. Promote the desired work culture around Hilton values.

Key Job Responsibilities

· Effectively and efficiently manage the operation of Nights.

· Be conversant with all front office systems of operation – OnQ micros etc

· Develop the night team and actively coach on customer care skills, department procedures etc.

· To ensure that your teams are aware of hotel availability and that every opportunity to maximise room sales is taken.

· To develop your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments and high survey scores.

· To have a full understanding of all systems and programmes e.g. OnQ, HHonors etc.

· Carry out on the job training and regular job chats/appraisals.

· Ensure that the handover procedures are followed in the transferring of all relevant information on a daily basis.

· Continuously build on the reporting and controlling procedures of the night audit.

· Act as another route for the team to communicate any concerns which may arise and help to solve them

· Monitoring the serving of “resident bar” drinks for both quality of service and the safety of those consuming alcohol, and take any steps necessary to deliver a good and safe service.

· To serve food and liquor to company standards and be aware of Licensing Laws and Basic Food Hygiene.

· Check hotel guests in and out, and assist with luggage when required

· Maintenance of all control systems and ensure all revenue is correctly charged and monies are securely kept.

· Ensure all team members have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained.

· Ensure early morning calls are actioned at the time specified and to the standards laid down.

· Ensure all cleaning of areas as dictated via the Operations Manager / Housekeeping Manager, removal of all trays from public areas, bedroom corridors as necessary.

· Ensure all monies for the payment of services are accounted for using the correct company procedure.

· Establish a friendly and helpful attitude to all guests and staff.

· To show willingness to take on additional responsibilities when necessary.

· Recruit all new staff using the competency based interviewing procedure

· Responsible for the training and development of all new starters

· Be fully conversant with disciplinary procedures and other relevant Human Resource Practices – Sickness and Absence.

· To perform any other related duties as required.

Self Management

Comply with hotel rules and regulations and provisions contained in the employment handbook.

· Comply with company grooming and uniform standards.

· Comply with timekeeping and attendance policies.

· Actively participate in training and development programs and maximise opportunities for self development.

Customer Service

· Demonstrate service attributes in accordance with industry expectations and company standards to include: –

· Being attentive to guests

· Accurately and promptly fulfilling guest requests

· Understand and anticipate guest needs

· Maintain a high level of knowledge which will enhance the guest experience

· Demonstrate a service attitude that exceeds expectations

· Take appropriate action to resolve guest complaints

Health Safety & Security

· To comply with all night security controls, checking security doors and fire appliances, and ensuring all relevant access to the building is locked.

· Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.

· Familiarise yourself with emergency and evacuation procedures.

· Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.

· Ensure the security of the building and all guests through constant vigilance and completion of night duty patrols every 2 hours.

General

· Comply with the company corporate code of conduct at all times.

· Familiarise yourself with the company vision and values which link to our model of desired behaviours that we expect all employees to display.

· Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.

· Have the desire and ability to improve your knowledge and abilities through on-going training.

· Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.

Experience and qualifications requirement

· Minimum 3 years’ experience required as in a similar establishment. On-the-job training available.

· Batchelor degree in Hospitality management preferred. Other appropriate vocational qualifications considered.

Job Types: Full-time, Permanent

Benefits:

· Discounted or free food

· On-site parking

Schedule:

· 8 hour shift