Night Manager 
(13700)

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. 

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. 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, reporting, training and operations of the Night Auditors and colleagues. Under the general direction of the Front Office Manager, to verify the accuracy of guest accounts and the balancing of Departmental charges. With experience in a high quality luxury boutique hotel/resort, the Night Manager will support the Front Office and Night Audit team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. To support all property operations ensuring the highest levels of hospitality and service are provided.  Compile the computerized update and mathematically verify and record all revenue processed for the hotel operation. The Night Manager will also serve our guests in an efficient, friendly and professional manner in accordance with the standards of the One &Only.  Manage the flow of questions and directs guests within the lobby, supports the tracking and resolution of service issues.

Key Duties and Responsibilities

Night audit and front office operations

• Balance all daily reports for the Hotel
• Post and balance charges timeously and efficiently
• Prepare restaurant audits to breakdown and balance restaurant figures
• Run various reports – hand written and computer
• Complete all required night audit forms by shift end and submit to the Accounts Department
• Frequent Communication throughout the shift with Security Patrol.  Administer Directions when required.
• Effectively and completely train all new or relief staff in Night audit procedures
• Operate computer equipment and reservations system.

Front office administration

• Maximum room occupancy and yield is ensured in line with the standards policy on rates and overbooking.
• The guest list and other required information is updated and copies sent to the appropriate departments, i.e. Housekeeping, Restaurants, In-Room Dining, Bar, Resort Manager, etc.
• Close liaison is maintained with the Housekeeping department on check-outs, room moves, forecast occupancies, etc.
• Any faults or defects are reported to the Maintenance department.
• The Colleague is fully familiar with the room types, applicable rates, discount and rates structures and rate policies.

Front office billing and cashiering

• All charges are correctly entered onto the guest’s folio and that this is kept up to date at all times.
• Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval from the EAM or Resort Manager.
• Foreign currency and traveller’s cheques are exchanged for resident guests in accordance with the hotel’s procedures and policies.
• All dockets and correspondence pertaining to guest ledger accounts are attached to the guest folio before being sent to the Accounts department.
• The float, cash and credit card takings for the shift are balanced and the necessary cashier reports completed.  Declares any overage or shortage on this report.  Counts and checks floats ready for handover.

Switchboard operation

• All incoming calls are answered with a high degree of courtesy according to the set standards that will project the desired image of the hotel and such calls are re-directed to the person or department requested.  This may require that individuals within the hotel to be paged in order to connect the call accordingly.
• Assistance, when required, is given to guests to make international calls or to obtain information.  All guest inquiries, requests or complaints, where immediate assistance cannot be given, are directed to the Front Office Duty Manager or EAM.
• All requests for wake up calls are accurately recorded and ensure such wake up calls are initiated as requested, in a courteous manner.
• The employee demonstrates his/her knowledge of procedures and actions to be taken when a doctor, ambulance, fire or any other emergency call is requested or emergency procedure is initiated.

Interpersonal relationships

• Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict.
• Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary.
• Instructions from management are treated constructively and acted upon.

Guest satisfaction

• Guests are dealt with in a polite and friendly manner.
• Guest needs and requirements are anticipated and acted upon as soon as possible and guest inquiries and requests are dealt with promptly and efficiently.  Requests outside area of authority are referred immediately to an appropriate person and requests are followed through to ensure guest satisfaction.
• Dissatisfied guests are acknowledged immediately and attended to without delay.  The guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual’s ability or are referred to the appropriate person.  Complaints are followed up where appropriate to ensure a satisfactory action is taken.

General duties

• The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks.  The Job Description may be subject to review from time to time.
• The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
• The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participate in fire and emergency drills.
• The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
• The employee will be required, at all times, to 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.
• The employee will, at all times, be required to 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 or Certification

• Must be computer literate, knowledge of MS Office, Excel and Opera is essential.
• 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 is essential.
• Ability to develop and lead team members.
• Ability to satisfactorily communicate in English with guests, co-workers and management to their understanding. European language skills will be advantageous
• Business or Management qualifications are desirable

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.