Front Desk Night Manager

JOB OVERVIEW:

Oversee the hotel operations for the day or night shift to ensure guest service standards are met and that hotel assets are secured and protected.

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

DUTIES AND RESPONSIBILITIES:

FINANCIAL RETURNS

• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.

PEOPLE

• Monitor performance of employees scheduled during shift and recommend and/or initiate disciplinary actions in accordance with company rules and policies. Report serious issues to respective management for follow-up.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Regulatory agencies, law enforcement or local government authorities – regarding safety and compliance matters.
  • Other contacts as needed (professional organizations, community groups, local media)

GUEST EXPERIENCE

• Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure guest satisfaction and repeat business
• Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.

RESPONSIBLE BUSINESS

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