Night Manager

What you will do

Coordinates arrivals, departures and billing requirements.
Blocks rooms for arrivals and ensures any discrepancies are resolved.
Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation.
Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone.
Ascertains guest satisfaction
Collects keys, posts late charges, and presents bill to guest. Settles bill accurately through credit card or cash transaction.
Utilizes a variety of computer systems to check guests in and out, runs daily reports, selects and block rooms for arriving guests.
Complies with Four Seasons Standards and Code of Conduct as set forth in Employee Handbook.
Works harmoniously and professionally with co-workers, supervisors and GSAs.
Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
Performs any other duties as assigned to him/her by management
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Guest Relations and lobby coverage. Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.
Works closely with housekeeping team to ensure smooth handling of room allocation, balance inventory and room is met with guest’s preference and ready for check in upon arrival.

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