Residential Night Manager

6 days ago

London, Greater London, United Kingdom The Adria - A member of The Leading Hotels of the World Full time

Job Summary:

The Adria, a member of The Leading Hotels of the World, is seeking a highly skilled and experienced Night Manager to oversee the smooth operation of our hotel during night hours. As a key member of our team, you will be responsible for ensuring the safety and security of our guests and staff, while providing exceptional customer service and maintaining the highest standards of hospitality.

Key Responsibilities:

  • Night Operations Management:
    • Oversee all night operations of the hotel, ensuring a seamless and efficient experience for guests.
    • Supervise and manage any staff on the premises.
    • Conduct the Night Audit, ensuring all financial reports are accurate and match the day's income.
    • Prepare the Front Desk for the upcoming day, including registration cards, key cutting, and managing special requests for the morning handover.
    • Ensure that all necessary actions are taken promptly to maintain a high level of guest satisfaction.
  • Safety and Security:
    • Take full responsibility for the safety and security of the hotel during night hours, with a strong focus on fire safety.
    • Monitor the fire panel and be prepared to execute fire evacuation procedures if necessary.
    • Conduct regular patrols to ensure all areas are secure and free of hazards, including monitoring health and safety protocols.
    • Respond promptly to any emergencies, including fire alarms, medical incidents, or security issues, ensuring the safety of all guests and staff.
  • Guest Services:
    • Provide exceptional guest service, anticipating and addressing guest needs to enhance their stay.
    • Offer information about the hotel's facilities, services, and local attractions, and assist with special requests such as arranging transportation or making dinner reservations.
    • Assist with any late-night food or drink requests, coordinating with external services or handling bar orders.
  • Food & Beverage Preparation:
    • Prepare and set up breakfast mise en place, ensuring everything is ready for the morning service.
    • Support the F&B team by ensuring that all early morning requirements are met, including setting up tables and maintaining cleanliness standards.
    • Address any guest issues related to F&B services and ensure a high level of guest satisfaction.
  • Shift Management:
    • Lead and manage the night shift.
    • Conduct shift briefings to communicate important information and updates in the handover.
    • Ensure compliance with health, safety, and security policies and procedures.
    • Ensure all front of house and back of house areas are clean and free of waste, with waste being brought to street level before 5am.
    • Handle any disciplinary proceedings or corrective behavior discussions as needed in conjunction with senior management.
  • Administrative Duties:
    • Maintain accurate records of night operations, including guest feedback, incidents, and shift reports.
    • Assist with training and mentoring new night staff, ensuring they are familiar with the hotel's safety and security protocols.
    • Monitor inventory levels of front office supplies and ensure adequate stock for the night shift and early morning requirements.
  • Health and Safety:
    • Stay up to date with all risk assessments and training, with a clear understanding of the associated responsibilities.
    • Assist with any health and safety issues that arise, from guest injuries to elevator issues, and ensure fire safety monitoring is conducted regularly.
    • Please note the Night Team cannot use the guest lifts when working on their own.
    • Take responsibility for the fire panel and fire evacuation procedures, ensuring the safety of all occupants during an emergency.

Requirements:

  • Proven experience in a similar night management or duty management role within the hospitality industry.
  • Strong leadership, team management, and interpersonal skills.
  • Excellent communication and problem-solving abilities, particularly under pressure.
  • Proficiency in hotel management software and reservation systems.
  • Flexibility to work night shifts, with the ability to work longer shifts if needed from time to time.
  • Strong organizational and multitasking abilities, with attention to detail.

Personal Attributes:

  • Customer-focused with a commitment to delivering exceptional service.
  • Detail-oriented and proactive in identifying and solving problems.
  • Professional appearance and demeanor, with a positive attitude.
  • Responsible, reliable, and capable of working effectively both independently and as part of a team.
  • Working Hours: This role requires working night shifts, typically from late evening to early morning. Flexibility in working hours may be required based on the needs of the hotel.

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