Hotel Night Manager - JW Marriott Grosvenor House London

JOB SUMMARY

The Night Manager is to ensure the smooth running of the hotel during the night shift, providing support and assistance where needed, prioritizing guests’ needs and most importantly, the safety and security of the hotel building, guests, and associates. 

The Night Manager is responsible for the operation in all areas of the business including the garage, the external building as well as the inside. 

CANDIDATE PROFILE

Experience: 

• A thorough understanding of Front Office operations preferred.


• Previous experience working in busy, high volume, city center property preferred. 


• Experience managing a team. 

Skills and Knowledge:

• Strong communication skills (verbal, listening, writing)


• Technical knowledge - Comprehensive knowledge of front desk operational procedures and knowledge of operating principles of other departments i.e. maintenance, food and beverage, loss prevention, event management). 


• Personable and people orientated demeanor.


• Effective coaching, negotiation and influencing skills.


• Creative and innovative problem solving and decision-making skills.


• Planning and organisational skills.


• Change management – ability to support, manage and initiate change.


• Adaptability, and flexibility. 


• Maintain a high level of Integrity.


• Strong business acumen and focus on results. 


• Strong leadership skills. 


• Ability to multi-task and handle stress. 

SPECIFIC TASKS

The following are specific responsibilities and contributions critical to the successful performance of the position:

Monitoring Property Operations:

• A safe and secure environment for customers, staff and visitors is maintained.


• To check that all fire doors and escape routes are clear and if necessary, support loss prevention with the patrol of the building as directed by management.


• In the event of a fire alarm activation the statutory procedures are adhered to and communication with guests, staff and the oncoming shifts is kept at the highest level possible.


• Assist the Front Office Manager in maintaining a consistent level of service delivered by the Front Desk team at all times.  Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.


• Foster an environment and create a culture that provides services that are above and beyond for customer satisfaction and retention.


• Oversee the smooth and efficient operation of the entire hotel during the night.


• Greeting and checking in/out of guests to highest standards always assuring Guest Satisfaction.


• Dealing with overbooking situations and the relocation of guest with minimal impact on revenue and guest satisfaction


• Handling guest complaints as Manager on Duty finding the best solution for both the guests and the hotel. Use the LEARN model and seek assistance with senior leadership if required. Represent the Executive Team during its absence overnight.


• Support with controlling high volumes of guests following large functions and events, assuring smooth operations and carriages.


• Assuring compliance with statutory requirements such as Health and Safety, Food Hygiene, Fire Prevention, Licensing and Employment Law.


• Equipment is maintained in a clean working condition. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.


• To assist with Show rounds when required.


• Regular walk through of the hotel to check cleanliness, staffing and safety.


• Oversee of night housekeeping associates maintaining highest level of cleanliness. 


• Update the Hotel and General Manager about nightly operations and challenges, assuring full follow up with all relevant departments.


• All equipment is operated in line with the trained instruction, 


• To be familiar with all Hotel Facilities and times of operation.


• To be aware of all current hotel events. Coordinate and communicate the closing times for those events.


• All booking enquiries are handled in a professional manner and are used as a sales opportunity; to be aware of the Hotel availability and to input and amend reservations as required.


• Requests for confirmation, cancellation and amendment of bookings are handled accurately.


• To be familiar with the procedures for walk-ins and guests for whom no trace of bookings exists.


• To take responsibility for decision making in the event of fire evacuations or bomb threats


• Guest information is updated and liaised to all other departments daily.


• To assist, when necessary, all colleagues in their duties will all urgent enquiries to ensure full satisfaction of an guest.


• Support such in dealing with difficult situations that may arise.


• Liaise with the Loss Prevention Team during nights in challenging situations.


• Lead the nightly shift brief, ensure service information is shared with colleagues.

Supporting Profitability and Revenue Goals:

• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Assists Front Office Manager with driving this. 


• Ensures all employees are adhering to proper cash handling procedures and monitors overage/shortages.


• Manages employee hours to make sure both operational goals and profitability goals are met. 


• Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.

Supporting Human Resources Activities:

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.


• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.


• Ensures employees are treated fairly and equitably.


• Administers the performance appraisal process for direct reports.


• Interviews and hires hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.


• Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.  Ensures associates are cross trained to support successful daily operations.


• Communicates performance expectations in accordance with job descriptions for each position.


• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.


• Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place on all shifts.  Participates in an on-going associate recognition program.

SAFETY AND SECURITY

• To promote and champion awareness of health and safety. For example, fire alert points, exits, fire extinguishers, trip hazards etc.


• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment for other team members and guests. 


• To adhere to COSHH safety standards and champion the safe and correct use of chemicals throughout the department, wearing the relevant PPE when required. 


• To maintain the highest level of cleanliness. To ‘clean as you go’ to ensure a clean and tidy work area.


• Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.


• To employ correct lifting procedures to avoid injury.


• Complete safety training and certifications.


• Protect the privacy and security co-workers and guests, maintaining confidentiality of proprietary materials and information.

OTHER

• To carry out any other duty/function that may be assigned by Front Office Manager or Executive Committee member.


• To maintain a high standard of grooming, hygiene, and uniform standards ensuring that your name badge worn. 


• Support all co-workers and treat them with dignity and respect.


• Develop and maintain positive and productive working relationships with other employees and departments.


• Complies with Marriott International Hotels Limited regional office and hotel policies and procedures.