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Night Manager, One&Only Aesthesis Athens 
(6647)

 

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. 


Wrapped in ancient mythology in the heart of the Athenian Riviera, where lavender lands meet sapphire waters and our collection of rooms, suites and villas embody the timeless glamour of the Aegean. The warm Mediterranean hospitality 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

We are looking for a Night Manager to be in charge of the Evening/Night daily activities, reporting and operations of the Hotel. Reporting to the Front Office Manager, the incumbent should have experience in a high-quality luxury boutique hotel/resort guest services. The Night Manager will support the Front Office team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Night Manager oversees all stages of guest stay, starting from smooth arrival & check-in experiences and finishing with spotless check-outs process & departure experience. Supports the tracking of guest preferences and resolution of service issues, reporting all extraordinary cases to Front of House Management team.

 

Key Duties and Responsibilities

Maintain high visibility in public areas during peak times;

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;

Record guest issues in the guest response tracking system;

Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others;

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;

Always seek opportunities to improve client service;

Always demonstrate effective and appropriate interaction with clients whilst maintaining a professional approach and image.

Understanding employee positions well enough to perform duties in employees' absence;

Empower employees to provide excellent customer service;

To assist with any other duties as required by the line manager or another member of the management team.

Ensure compliance with all policies, standards and procedures;

Cooperation with other hotel departments to make sure the work is planned and organized efficiently;

Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property;

Participate in the discussion of the work that affects Front Office, discuss the ways of service improvement;

Attending internal hotel meetings, presenting Front Office department;

Provide necessary reports to Finance department when needed;

Cooperate with 3rd party companies in terms of arrangements for guests and improving of level of service provided;

Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval from the FOH Manager or Director of Rooms;

Cover night Front Office shifts when required;

Perform Front Desk/Guest Relations/Guest Services/Butler duties in high demand times;

To be in charge of Front Office in absence of Front of House Managers

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.

 

Skills, Education or Certification

Minimum two years working in a luxury, 5-star hotel as a Front Office/Assistant Front Office Manager

Excellent knowledge of Opera and Ms Office

Excellent knowledge of night closing procedures

Must be fluent in verbal and written English.

Must be proficient in hospitality revenue management, guest services and team development

Previous work in customer service and FoH experience preferred.

Excellent written and verbal communication skills required.

Strong leadership skills and interpersonal communication skills.

Excellent listening and comprehension skills required.

 

 

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.