Night Manager

Serves as the property Manager on Duty and oversees all property operations during the overnight shift. Ensures that the highest levels of hospitality and service are provided during the overnight shift. Represents property management in resolving any guest or property related situation. Personally assisting in resolving any issues and completing tasks. CANDIDATE PROFILE Education and Experience High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area. OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area. CORE WORK ACTIVITIES Supporting Hotels and Welcome Office Management Assist the Welcome Office Manager in overseeing the Welcome Office operations Responsible for all departments overnight and supports, Concierge, Food and Beverage, In Room Dining, Kitchen and Style Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example. Encourage and building mutual trust, respect, and cooperation among team members. Serve as a role model to demonstrate appropriate behaviors. Support all day-to-day operations Understand talent positions well enough to perform duties in talents' absence. Coach, counsel and encourage talents Handle employee questions and concerns Communicate performance expectations to employee in accordance with job descriptions for each position. Train, motivate, coach and evaluate talents Monitoring and Supporting Progress towards Welcome Offices Goals Ensure the quality, standards and the expectations of the guests are being met on a daily basis. Ensure that all the night procedures are in line with financial audits but at the same time are efficient and effective Develop specific goals and plans to prioritize, organize, and accomplish the work of the team. Handle complaints and settling disputes that have escalated all the way from the Lead Welcome Office Agents, and resolve grievances and conflicts that have escalated Participate and help develop departmental meetings and continually communicate a clear and consistent message regarding the Welcome Office goals to produce desired results. Supervise staffing levels and constantly monitor scheduling duties to ensure that guest services, operational needs and financial objectives are met. Supervise same day selling procedures to maximize room revenue and property occupancy. If necessary, be prepared to look for alternative accommodation for potential book outs in case of overbooking situation Understand the impact of Welcome Office operations on the overall property financial goals and objectives. Manage the Welcome talents, including the Welcome Desk Leads and Welcome Desk Agents, to ensure all Brand Standards are met as well as established HIDs are being followed. Ensuring Exceptional Guest Experience Improve guest experience by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Set a positive example for the team when dealing with guests Empower employees to provide excellent customer service within guidelines. Interact with guests to obtain feedback on product quality and service levels. Constantly monitor GSS performance and motive the team to always strive higher. Responsible for coming up with new creative and innovative ways how to elevate GSS results Be present for any high VIP guests and be always ready to meet & greet Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues. Monitor that the supervisor is researching/processing all chargebacks and rebates on a timely basis. Managing Projects and KPIs List of current KPIs: Guest Satisfaction Survey, Mobile Services, GXP, Delivering Departmental Profit, Brand Standard Audit, Associate Engagement Survey, Marriott Bonvoy Enrolments Be proactively seeking performance in all relevant KPIs and ensure that the team is informed of the most recent results Ensure each KPI has appropriate projects in place and right associates are driving these projects towards overall satisfaction Provide guidance and support to all the talents involved in the projects Drive and develop internal incentive program to help the team to reach the desired KPIs Ensure that the culture on the team is focused towards the departmental KPIs Creates incentives that will promote better service and profit for the property. Supporting Handling of Human Resource Activities Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills. Assist in handling employee performance issues (e.g., performance reviews, counseling, and recommendations). Provide guidance and direction to subordinates, including setting performance standards and monitoring performance. Monitor employee attendance and records absences/tardiness, reporting absences Provide feedback to individuals based on observation of service behaviors. Participate in constant review sessions for the talents (30/60/90 and HPP/LPP) Conducts training when appropriate. Ensure the rota is completed in timely manner and reflects operational and financial goals of the hotel Ensure all holidays are managed effectively Be involved all the payroll related activities including managing Kronos, Oracle and any type of incentive pay that the team receives on monthly basis Be fully involved in Hiring and Recruiting process from conducting interviews to choosing the right talent Ensure all employees have complete knowledge of emergency procedures. Encourage employee relations through gifts, parties, outings. Additional Responsibilities and Duties In case of any type of emergency, be prepared to run full evacuation of the hotel, contact right outside authorities and communicate with the executive team of the hotel Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person if necessary Inform and/or update the executives, the peers and the subordinates on relevant information in a timely manner. Ensures all employees are adhering to proper cash handling procedures and monitors overage/shortages. Comply with loss prevention policies and procedures. Main point of contact for all H&S of the hotel at night Report accidents, injuries, and unsafe work conditions to manager; complete safety and security training and certifications on a timely manner. Follow all company policies and procedures. Ensure uniform and personal appearance are clean and professional. Maintain confidentiality of proprietary information. Performs other reasonable job duties requested by direct reports. Always deliver Yes approach Required to work 5 days 8 hour shifts Marriott International is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.We are committed to non-discrimination onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law. W Hotels mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. Were here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests passions to life. If you are original, innovative, and always looking towards the future of whats possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International.

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