Night Manager

Job Purpose:

To lead, manage and take responsibility for Hotel Operations at night.

Employee Value Proposition:

This challenging position offers routine and predictability where you will have the opportunity to exercise your assertiveness over a strong team; whilst operating within clearly defined standards and expectations; where your technical night management expertise can be recognised.

Organisational Positioning:

·       Department:      Rooms Division

·       Reporting to:     Hotel Operations Manager

·       Location:           The Twelve Apostles Hotel Premises

Behavioural Summary:

The responsibility of this position is managing specialized work efficiently, with confidence and competence.  The position requires above average attention to details, concern for the exact correctness of work, and strong commitment to tasks completed on time.  The person in this position will take work seriously, has a strong sense of duty, and is disciplined.  A somewhat faster-than-average pace will be the norm for this position.  Detailed, specialized work is the major focus.  The person in this position will require clearly defined work, responsibilities, and reporting relationships, ongoing and thorough training opportunities to develop expertise and increase confidence, and frequently expressed appreciation of the person's competence, conscientiousness, and loyalty.  The position will provide security in a stable work environment, allowing the person to plan for, focus on and complete tasks on hand.  When changes in the nature of the work occur, the person in this position will need direction, training and support.  The position will generally be task oriented, requiring someone with a conservative, careful, and cautious approach to work..

Key Performance Objectives:

To be a Red Carnation Hotel Ambassador by:

• Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
• Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
• Ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
• Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
• Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
• Being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
• To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
• To be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service
• To manage the Night Team in according with Red Carnation Hotel Management principles by:
• Ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.
• Ensuring that all 1:1s and appraisals are completed timeously in accordance with the Hotel Communication Planner with the aim of nurturing a positive and honest relationship with employees with the goal of achieving the highest performance of excellence out of your team and high levels of staff retention.
• Being actively involved in the training and development of each team member by supporting their learning through on-the-job application and coaching, making them available for all appropriate training opportunities and holding the team member to account for the learning that they have successfully assimilated.
• Applying the performance management and corrective action tools in accordance with the Hotel’s Code of Conduct with the aim of exhausting all opportunities to correct and support staff before utilising avenues for employment termination.
• Ensuring that staff are rostered according to the peaks and troughs of the business; ensuring that there is always sufficient labour available to meet our high guest service standards while keeping labour costs to a minimum; and ensuring that all staff are afforded time to take sufficient rest by scheduling off days and leave in a manner that allows for work/life balance and high levels of morale and productivity; and ensuring there is roster flexibility to adapt to unscheduled absences like sick leave and family responsibility leave; and recording all attendance correctly and timeously on Net TimeSheet.
• Recommending updates to hotel policies and procedures, in order to maintain high standards and provide the best possible service to guests, and implement improvements where required.

To support and lead the Night team by:

• Taking ownership, responsibility and control of the entire Hotel operation at night ensuring that all department complete their duties and meet the night-time objectives
• Taking responsibility and control of all night-time administrative duties ensuring accuracy and precision in accordance with Hotel SOP
• Taking responsibility for the safety and security of the Hotel, its staff, guests and property by being visible and vigilant at all times
• Ensuring that the guests enjoy a welcoming and “Yes, I can” experience throughout their stay in line with day-time service standards
• Ensuring the Hotel day team are fully appraised of all relevant matters through the timely distribution of comprehensive and accurate information.