Evening Guest Services Manager - MI - Detroit

TITLE: Operations / Night Manager
DEPARTMENT: Operations
REPORTS TO: Director of Operations
FT/PT STATUS: Full time
The Operations / Night Manager is the Manager on Duty and is responsible for all hotels operations during the evening and or overnight hours to drive profitability and guest scores. The position may entail direct or indirect oversight of some or all departments as property needs dictate.
 Support the GM with the effective management of all hotel functional areas to maximize financial performance while upholding quality standards and maximizing the guest experience.
 Manage and monitor activities of all employees to include, but not limited to, Front Office and night Security, food and beverage, housekeeping, and maintenance departments making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
 Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
 Manage the night shift (Night Auditors and Security) in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.
 Inform all overnight staff of nightly activities, group arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
 Create and maintain customer-driven operations with a vision that inspires hotel associates and ensures guest satisfaction.
 Spends time connecting and assisting guests every day in the lobby and public areas to ensure satisfaction.
 Review Guest Service Scores, guest comments, Trip Advisor reviews and other customer service avenues every day and partner with the GM to respond immediately as appropriate.
 Share guest score feedback with Executive Committee and staff to strengthen guest service oriented culture and its impact on the hotel performance.
 Ensure the accurate completion of the daily night audit in a timely fashion. Must be able to perform the full night audit if needed.
 Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.
 Work closely with the Housekeeping and Maintenance Departments to ensure cleanliness, organization, safety and general condition to improve guest services and foster cross departmental communication.
 Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures.
 Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.  Sets goals and expectations for direct reports that align performance and rewards, addresses performance issues and holds staff accountable for successful results.  Ensure compliance with all brand and company standards, national, state and local laws.  Oversee the Food and Beverage operation at night to ensure profitability and outstanding service (if applicable).
 Mitigate property's legal exposure by complying with company's policies around claims, reporting, workers compensation, liability insurance etc.
520 - Operations - Night Manager.docx 8/11/2017
 Attend required training and professional development opportunities by Chesapeake Hospitality and brand as required.
General Requirements:
 Outstanding customer service skills and ability to attend to guests and associates in an attentive, friendly, courteous and service oriented manner.
 Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
 Strong and inspiring leadership skills.
 Ability and willingness to step into any role to ensure the success of the hotel operation.
 Proven track record of hotel management success.
 Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
 Thorough knowledge of hotel operations practices and procedures as well as considerable knowledge of state and federal laws and regulations.
 Exhibit strong written and oral communication skills in terms of the ability to negotiate, convince, sell and influence professionals and hotel guests.
 Must be able to speak, read, write and communicate in English to adequately perform the duties of the job.
 Must be effective at listening to, understanding, and clarifying inquiries made guests, staff and corporate officers.
 Ability to investigate and analyze current activities or information in the sales/marketing field and make logical conclusions and recommendations.  Ability to multitask and prioritize and delegate daily workload.  Outstanding organizational and time management skills.  Ability to handle sensitive material with the utmost discretion and confidentiality.  Able to travel to local and nationals events on behalf of hotel as needed.  Must be energetic, a self-starter, and able to work in a fast-paced environment.
 Must be detail-oriented and able to work both independently and with a team.
 Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
 Ability to type 50 words per minute to prepare correspondence and meet deadlines
 Must be able to show initiative, including anticipating guest or operational needs.
 Must be willing to work on weekends and evenings if required.
 Must be able to show initiative, including anticipating hotel or operational needs.
 Perform other duties as requested by management.
Education & Experience:
 Bachelor's Degree or equivalent work experience required.
 2+ years of hotel front office experience in hospitality or similar industry.  Advanced proficiency with Microsoft Excel.  Intermediate proficiency in the use of Accounting, Point of Sales and Property Management Systems.
 Experience working in a hotel of similar size, brand and financial performance.
Physical requirements:
 This position is a sedentary position that requires 8 hours of sitting at a desk in a climate controlled environment with frequent computer, mouse, 10 key touch and phone work.
 While performing the duties of this job, the employee is occasionally required to stand, move, operate with hands and arms, and lift up to 25 pounds. The employee is regularly required to use hands to operate or feel objects, tools or controls, communicate, distinguish or identify, adjust or focus.
 The position requires close visual acuity to prepare and analyze data and figures.

Job Details

Reference # 23089
Posted on 17 Jan 2018
Closes on
Location(s) MI - Detroit
Department Operations / Administrative
Career level Management (supervisor)
Hours/Status Full-time
More details (document)

We are an equal employment opportunity employer that considers applicants based on merit and the business needs of the company, and not race, color, citizenship status, national origin, ancestry, gender, sexual orientation, gender identity, age, religion, creed, disability, marital status, veteran status, genetic information, or any other factor protected by law.

"Experience what's possible" is Chesapeake's promise to provide an opportunity for all of our employees to not only imagine what could be but actually attain it.

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