Front Office Night Manager (Salary)

Division:  Front Office (FRN006)

Band 3

MKR Front Office Night Manager

Primary Responsibilities:

Supervise the operation at the front desk, concierge, lobby and bell desk to ensure the highest level of courteous and efficient service to all guest and visitors throughout the overnight shift.  Assist the Front Office Manager and Hotel Assistant Managers with the management of the department, which includes such duties as quality training, budgeting and meeting department objectives.  Investigate, document and respond to guest complaints or concerns.  Supervise employees from other departments, as needed, in the absence of their direct managers during the overnight hours.

Essential Job Functions:  

• Oversee the night operation to ensure that quality and service standards are followed.
• Investigate, document and respond to guest complaints in a timely manner.
• Respond to emergencies on the resort premises following established procedures.
• Manage the department following company policies, procedures and terms and conditions of the CBA.
• Supervise, train, evaluate, counsel and discipline department staff.
• Oversee and verify department payroll.
• Perform routine property or room inspection ensuring smooth operation throughout the hotel.
• Ensure special guest requests are communicated to the appropriate department and handled properly.
• Ensure safety training and standards are maintained and procedures followed.
• Promote the hotel, facilities and services.
• Assist in servicing guests as needed.
• Generate reports.
• Perform other related duties as assigned or required.

Secondary Job Functions:

• Conduct/attend regular department meetings.
• Maintain department bulletin boards.
• Maintain inventory of supplies and equipment.

Working Conditions:

• Works in normal office conditions
• Works in open area of the front desk, hotel lobby and bell desk area.
• Work Hours:
• Able to work schedule determined by the Front Office Manager.
• Able to work long and irregular hours.
• Able to work over 40 hours per week.

Equipment Use:

• Proficient in the use of a computer and with the applications Word, Excel and other required software.
• Telephone and radio.
• Various office equipment including but not limited to calculators, photocopiers and facsimile machines.
• Park and retrieve guest vehicles
• Drive electric cart to shuttle guests within the property.
• Automated External Defibrillator

Mental and Physical Demands:

• Able to prioritize and organize workload to ensure deadlines are met.
• Require considerable walking and standing to oversee the front office operation.
• Respond to emergencies on the resort and be able to remain calm and make sound decisions.
• Able to work under pressure, manage stressful situations and multi-task.
• Lift/carry and push/pull guest luggage and golf bags up to or over 50 lbs.

Communication Demands:

• Must be able to effectively communicate in person, over the phone or in writing, with guests, employees and vendors.
• Effectively disperse information at meetings or to affected employees and departments.
• Must be able to train and coach employees, assist in writing manuals, notices and memos.

Minimum Qualification Requirements:

• Three years or more work related experience.
• Must be pleasant, smiling and friendly.
• Health Department TB clearance if required to serve beverage.
• Skills to effectively supervise and manage the department and meet goals.
• Ability to investigate and resolve complaints promptly.
• Complete training to respond to emergencies, CPR/First Aid, First Responder, preferred.
• Driver’s License, preferred.