Night Manager, Front Office 
(14814)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary

The purpose of this position is to manage the night activities of the Front Office. Night Manager oversees verifying the accuracy of guest accounts, balancing departmental charges and proceeding with night audit. With experience in a high-quality luxury hotel/resort, the Night Manager will support the Front Office night team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful during the night shift. Night Manager compiles the computerized update and mathematically verifies and records all revenue processed for the hotel operation. Night Manager serves our guests in an efficient, friendly and professional manner in accordance with the standards.

Key Duties and Responsibilities

 Managing employees

• 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 build mutual trust, respect, and cooperation among team members
• Serve as a role model to demonstrate appropriate behaviours
• Develop specific goals and plans to prioritize, organize, and accomplish your work
• Understand employee positions well enough to perform duties in employees' absence
• Empower employees to provide excellent customer service
• Conduct regular trainings for employees
• Evaluate the staffing requirements and prepare work schedules weekly
• Ensure that there is proper coverage according to hotel occupancy
• Regular check of Front Office LQA Standards
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance
• Regular check of staff adherence to policy and procedures of the hotel
• To assist with any other duties as assigned

Focus on Guests satisfaction

• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved
• Provide immediate assistance to guests as requested
• Provide services for customer satisfaction and retention
• Create unforgettable moments for guests and making sure guests are blown away with the hotel service
• Maintain high visibility in public areas during peak times
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
• Record guest issues in the guest response tracking system
• Making sure all guests’ complaints are followed up and discussed during the daily meeting within the team
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
• Collect guest preferences during guest’s stay, communicate to appropriate departments and act accordingly
• Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement
• Participate, as needed, in the investigation of employee and guest accidents
• Always seek opportunities to improve client service
• Always demonstrate effective and appropriate interaction with clients whilst maintaining a professional approach and image

Additional Duties

• Manage day-to-day operations of Front Office, ensuring the quality, standards and exceeding the expectations of the customers daily
• Ensure compliance with all policies, standards and procedures
• Update SOPs related to Front Office when necessary
• Maintain a strong working relationship with all departments to support property operations and goals
• Attending internal hotel meetings, presenting Front Office department
• Support implementation of the upselling program
• Ensure all the rooms are assigned properly: according to category booked and guests preferences
• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies
• Provide necessary reports to Finance department when needed
• Cooperate with 3rd party companies when necessary
• Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval
• Cover night Front Office shifts when required
• Perform Front Desk/Guest Relations/Guest Services/Butler duties in high demand times
• Understand and implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understand and comply with security, health and safety policies and procedures of the hotel
• Perform similar such duties or tasks in any area of the hotel as may be designated by Management
• Attend training courses as required and continually strive for the improvement of own knowledge and skills
• Be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills
• Maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel’s requirements and do not detract from the desired image of the hotel
• Render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position

Education & Experience Requirements

• Must be computer literate, have knowledge of MS Office, Excel and Opera
• Must be able to work well with limited supervision and under pressure and be able to multi-task
• Must have experience as a Night Manager in a five-star environment for a minimum of 2 years
• Cashiering experience
• Ability to develop and lead team members
• Ability to satisfactorily communicate in English with guests, co-workers, and management to their understanding. Additional language skills will be advantageous

Benefits

• Medical insurance - 80% of premium paid by employer
• Health Savings Account with $50 employer contribution per pay period
• Dental, vision & life insurance - 100% of premium paid by employer
• 5 weeks of PTO (Paid Time Off)
• 8 paid holidays
• Uniform provided & complimentary laundering
• Complimentary transportation to/from resort
• Complimentary meal per shift
• Subsidized housing based on availability
• Discounts at F&B outlets on property
• 14 nights per year at $100/night* at Kerzner Properties worldwide
• Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:   

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods 

• Frequent bending, twisting, stooping, reaching, and pulling 

• Lifting and carrying of loads weighing up to 50 pounds 

• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.    

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.