Night Manager

Night Manager

Providing engaging, sincere, personalized service is one of the ways our Front
Office Colleagues and Leaders are turning moments into memories for our
guests at Fairmont Hotels & Resorts. Showcase your interpersonal strengths
as Night Manager, where you will lead, train and recognize your team in
support of exceptional guest service!

Hotel Overview: Makkah Clock Royal Tower, A Fairmont Hotel, is located
only a few steps away from the Masjid Al Haraam and the Holy Ka'aba. This
‎76-story hotel, one of the world's tallest, is the focal point of the Abraj Al
Bait Complex, part of the King Abdul Aziz Endowment Project. The Hotel
authentic hospitality is seen throughout ‎858 rooms.
Summary of Responsibilities:
Reporting to Front Office Manager, responsibilities and essential job
functions include but are not limited to the following:

• Ensure the daily smooth running of the Night Team with regards to directing:


• Assistant Night Manager, Night Auditors (Cafe Audit and Rooms Audit), Front Desk Agent, Night Bellmen


• In conjunction with the Front Office and Comptroller:


• Develop and implement hotel standards


• Formalize and improve work processes (Front Desk/Accounting)


• In conjunction with the Front Office Manager, ensure hotel standards are maintained by:


• Recruiting the best


• New and ongoing employee training


• Developing colleagues to achieve greater heights


• Encourage, support and assist staff in career development


• Ensure service standards are met and exceeded


• Uphold staff appearance and grooming procedures


• Direct staff in maintaining clean, tidy and an organized work area at the front and back area of the Front Office.


• Prepare the Night Audit Schedule to provide maximum efficiency while meeting Labor budgets and guidelines for :


• Assistant Night Manager, Night Auditors


• In conjunction with the Front Office Manager, develops and adheres to staff and expense budgets


• In conjunction with the Front Office Manager, creates and defines scope of departmental positions, including responsibilities


• In conjunction with the Front Office Manager, develops working departmental relationships


• Attends or sends a designate to all pertinent meetings which require the presence of a Night Team representative such as:


• Department Heads Meeting


• Health & Safety


• Green Committee


• Service Plus


• Builds and maintains a liaison with key departments (Housekeeping, Guest Services, Security Services, Communications, Room Service, etc) to ensure smooth arrival and departure experience.


• Co-ordinates any changes with above noted departments and communicates guest satisfaction and concerns that may arise with any related problems


• Handles guest complaints and assists in resolution


• Communicates with Royal Service or appropriate department regarding any concerns or deficiencies


• Communicates with sales/catering and all other departments as needed on the outcome, challenges and successes of all functions


• Ensures a high level of department morale is maintained by:


• Coaching and counseling of Assistant Managers, Night Auditors and employees


• Chairing monthly communication meetings


• Promoting and participating in special events and employee outings


• Coach and council Assistant Manager, and Night Auditors by:


• Conducting and follow up of performance reviews


• Implementing disciplinary process and follow through with full authority up to Terminations with approval of the General Manager


• Aiding them so they may excel in their positions


• Ensure that all financial reporting is maintained and accurate inclusive of:


• Ensuring accuracy of payroll


• Reviewing financial reports to ensure accuracy (Rooms Audit and F&B Audit).


• Open and build rapport with other hotel departments to strengthen relationships and goodwill


• Follow direction in a constructive approach to achieving department goals with regards to:


• GSI (Guest Service Index)


• EOS (Employee Opinion Survey)


• Health and Safety Quotes


• Thorough knowledge of emergency procedures and general crisis situation procedures.


• Complete monthly and quarterly projects as necessary.


• Actively see feedback and follow up on Guest comments.


• Develop and implement new systems and standards for Night Audit.


• Responsible for the Health and Safety of all departments and guests for the night period.


• To act on behalf of the Executive Offices with the authority to ensure company and Hotel standards and procedures are maintained.


• Ensure the daily audit is balanced and any discrepancies are brought to the Comptroller's immediate attention.


• Complete daily backup of the Property Management System.


• Complete all other duties as assigned by the Front Office Manager and Comptroller that relate to the overall operation of the Hotel overnight.

Qualifications:
* Solid knowledge of Front Office, Night Audit and Accounting Procedures.
* Strong computer skills, especially knowledge of Opera Property Management System, Microsoft Word and Excel.
* Minimum of two years previous experience in the Front Office Department is required.
* Must have a well-rounded understanding of all aspects of hotel operations.
* Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignments and additional duties.
* Must work well under pressure in a fast paced environment and handle conflicting priorities.
* Must be passionate about guest service.
* Must possess excellent interpersonal and motivational skills
* Excellent written and verbal communication skills.
* Must be a strong team player with proven leadership, development and delegating skills.
* High gestalt.
* Highest Guest Service skills, talent and knowledge with the vision and ability to lead employees to excellence.
* Professional manner and outgoing personality.
* Strong Financial and Math Skills.
* Previous accounting experience would be an asset.
* College degree in Hospitality management or related field preferred.