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Night Manager

7 months ago

Abu Dhabi, United Arab Emirates Park Hyatt Abu Dhabi Full time

Summary

Main Duties and Responsibilities:
Operational:

- Block the morning arrivals and communicate them to Room Service for the amenities
- Check today’s pick up and cancelled reservations for HWEB bookings, charge them accordingly and update PMS, also refund the guests credit card.
- Check the following reports before roll over and ensure all room rates are charged correctly: Complimentary report, Fixed rate report, upgrade report, Rate variance report, Night Manager check report, PM folios in-house, package report for the Kitchen outlet.
- Ensure all rooms are charged correctly as per single and double occupancy.
- Print the Credit Card batch reports and forward them to Accounts.
- Check out and check in all POS folios before rollover.
- Remove amenities from No-Show rooms before rollover.
- Double-check on all remaining arrivals before rollover and charge No Shows accordingly as per the hotels procedure.
- Perform the rollover in the PMS.
- Create and distribute the relevant reports after rollover: Exco reports, Night Clerk report, Other reports for other departments as required
- To conduct daily pre-shift briefings to staff on rooms occupancy, arrival and departures, functions / event and special attention that is needed.
- Continually strive to maintain maximum guest satisfaction
- To assist the Front Office Manager in maximizing room sales and yield.
- To open and close the hotel inventory whenever it is deemed necessary and avoid booking out guests and through this managing overbooking levels during the night.
- To handle guest reservations and issue amenity orders for VIP guests.
- To ensure that all wake up calls are completed punctually and with courtesy.
- To ensure that all VIP’s in-house names are displayed on the board in the Operator room.
- To report all relevant emergencies to the Executive Management as required, e.g. Fire, Bomb threat, etc..
- To inspect the hotels main entrance, main lobby, guest elevators, restaurants, guest floors and report the findings in the logbook.
- To check and follow up on the working order of the public areas, guest elevators, guest floors, etc
- To liaise with the Bell Desk for updating the lobby signboard.
- To liaise with and assist other departments as may be required from time to time to ensure a smooth operation in all places during the night.
- To strictly adhere to the established operating expenses and that all costs are controlled.
- To assist the Front Manager in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times, following Park Hyatt Abu Dhabi Standards of Performance.
- To have a full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned Place of Work.
- To assign responsibilities to subordinates implementing Multi Tasking principle and to check their performance periodically.
- To implement a flexible scheduling based on business patterns.
- To ensure that the par stocks for all operating equipment and supplies are strictly adhered to and that the department is adequately equipped.
- To assist in controlling the requisitioning, storage and careful use of all operating equipment and supplies.
- To liaise with housekeeping and other related department on daily operation.
- To have a thorough understanding and knowledge of all Rooms related services.
- To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.
- To establish a rapport with guests maintaining good customer relationships.
- To ensure that the cashiering procedures are strictly adhered to.
- To ensure that telephone calls are answered as per the policies and procedure and telephone etiquette.
- To monitor a clean, orderly and business like working environment, ensuring mínimal background noise and conversation.
- To train the subordinates on the correct procedure of handling calls and message handling.
- To make sure that all staff are aware and trained on the hotel emergency policy and procedure and adhered to it.
- To ensure that all Luggage & Faxes are delivered within 10 minutes of arrival and follow up accordingly.
- To act as the communication coordinator between all departments in the hotel.
- To ensure that all arrival rooms are blocked and clean.
- To ensure that all guests are checked in and checked out as per Hyatt Internationals Policy and Procedures.
- To handle guest complaints in accordance with the hotel policy and liaise with the Front Office Manager for any guest complaints and problems next day morning.
- To perform spot-checks on Registration Cards and check all room rates before the rollover.

**Qualifications**:

- A true desire to satisfy the needs of others in a fast paced environment.
- Refined verbal and written communication skills.
- Previous front office su