To close the day, ensure all revenues, receipts, and ledgers are balanced, check in and out hotel guests, answer telephones, provide maximum levels of guest service, and support the hotel's rooms division in any way required to ensure complete guest satisfaction. Supervise overnight staff. Deliver friendly efficient customer service and to ensure the safety hotel guests, at all times.
Essential Responsibilities:
1. Greet, register, and assign rooms to guests of the hotel.
2. Verify customers' credit, and establish how the customer will pay for the accommodation upon check-in.
3. Keep records of room availability and guests' accounts using computerized property management system.
4. Perform nightly audits.
5. Prepare daily credit limit and cash reports.
6. Perform simple bookkeeping activities, such as balancing receipts and revenues for the day, and perform income audit on all revenues posted (i.e., calculating restaurant checks and telephone charges to ensure proper revenues have been posted) prior to closing the day.
7. Review accounts and charges with guests during the checkout process.
8. Transmit and receive messages using telephones or telephone switchboards.
9. Contact overnight housekeeping or maintenance staff when guests report problems.
10. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
11. Record and address guest complaints, referring customers to managers as necessary.
12. Answer all incoming phones in three rings or less.
13. Complete "bucket checks" to ensure all accounts are current and comply with standards established by the hotel's Controller and Front Office Manager.
14. Responsible for all aspects of the hotel running properly during overnight period.
110-700 Job Description, Overnight Manager RHG Corporate Policies April©2015
15. Lead the fire brigade during the overnight shift.
16. Send out and distribute morning reports.
17. Coordinate with revenue team to sell out.
To do this kind of work, you must be able to:
• Be an outgoing, welcoming personality for the hotel.
• Use logical thinking and personal judgment to perform a variety of office tasks.
• Make decisions based on your own judgment and company policy.
• Follow instructions without close supervision.
• Speak and write clearly and accurately.
• Be available to work overnight shifts, weekends, and holidays.
• Understanding of financial reports.
Qualifications:
• FSD certification within 6 months of employment
• High School Diploma
• Proficient in Microsoft Office
• Ability to multi-task
• Customer Service Oriented
• At least two years hotel supervisory experience
Physical Demands: Lifting 10 lbs. maximum and occasionally lifting and/or carrying such articles as dockets, ledgers, and small tools. Walking and standing are required only occasionally. Reaching, handling, feeling, talking, hearing, and seeing.
Environmental Conditions: Inside: Protection from weather conditions, but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75% or more of the time inside.
110-700 Job Description, Overnight Manager RHG Corporate Policies April©2015
Math Skills: Requires mathematical development sufficient to be able to: Compute discount, interest, profit and loss, commission, markups and selling price, ratio and proportion, and percentages. Calculate surface, volumes, weights, and measurements.
Language Skills: Must have developed language skills to the point to be able to: Read newspapers, periodicals, journals, and manuals. Write business letters, summaries, and reports using prescribed format and conforming all rules of punctuation, grammar, diction, and style. Participate in discussions and debates. Speak extemporaneously on a variety of subjects.
Relationship to Data, People, and Things:
Data: Compiling: Gathering, collating, or classifying information about data, people, or things. Reporting and/or carrying out a prescribed action in relation to the information is frequently involved.
People: Speaking-Signaling: Talking with and/or signaling people to convey or exchange information. Includes giving assignments and or directions to helpers or assistants.
Things: Operating-Controlling: Starting, stopping, controlling, and adjusting the progress of machines or equipment. Operating machines involves setting up and adjusting the machine materials as the work progresses. Controlling involves observing and turning devices to regulate reactions of materials.
This job description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.