IHG Night Manager in Brussels, Belgium
complicated about dealing with business people.
They’re just people. Doing business.
By day, international marketing superhero. By night: fluffy bath robe and a box
Like Liz, who’s left her laptop cable in the cab. Or Mario, who’s secretly
missing his cats. The early riser, who’s first in the gym. The sales team
preparing for the ‘big pitch’ over a freshly prepared lunch. At Crowne Plaza
Hotels and Resorts, we embrace the new world of business and understand that
Modern business travellers want a hotel (and a hotel team) that understands and
supports them, helping at every turn.
The Night Manager is the Manager on Duty and responsible for all hotel
operations during overnight shift hours (23.00 – 07.00), focusing on Front
Office operations, night audit completion in an accurate and timely manner,
Room Service and hotel safety/security. The Night Manager assists the Front
Office Manager in all aspects of the department including but not limited to
operations, planning, staffing and payroll in accordance with hotel policies
and procedures. The Night manager provides leadership and support to all
members of the Night Front Office and enforces the IHG Brand Standards and True
Hospitality Skills in all areas supervised.
Manage and monitor activities of all employees in the Front Officedepartment making sure they adhere to the IHG standards and to the guidelines/SOPset within the department, hotel policies and procedures, coaching, trainingand correcting where needed.
Maintain a professional and high-quality service environment orientated at all times (supporting our Green Engage)
Act as manager on duty for the hotel in the absence of the Front OfficeManager/Assist. FOM dealing with complaints, problem-solving, disturbances,special requests and any other issues that may arise
Manage the night shift in the department ensuring all employees performthe tasks assigned to them and coordinate Front Office activities with otherdepartments
Inform all Overnight staff of nightly activities, group and VIP arrivalsas well as special requests and repeat guests. Meeting & Events takingplace on the day and future.
Conduct inspectionsof front of house and back of house during shift, including Front Office,Housekeeping, Lobby, Food & Beverage Outlets, Public Areas, Car Parking& Sky Lounge.
Meet & GreetVIPs
Handle allcomplaints and coming up with creative solutions. Problem resolution skills toensure problems are correctly and professionally managed within the shift
Ensure working ofall Front Office Policies and Procedures related to the night auditing
Ensure effectiveshift hand-over
Ensure all tasks, noexceptions, are finished on time and managed on an efficient timely manner.
Setting clearstructure during the night audit shift to ensure everything is covered withinthe shift
Be knowledgeable ofFront Office systems and know back up procedures and system recoveryprocedures.
Efficient check inand check out process
Enrolling guests inour IHG Rewards Club Programme (monthly target for the night team)
Revenue Maximisationas part of your role: up selling is required as part of your job (monthly target for the night team)
Review & monitorearly morning wake up procedures
Review allreservations in arrivals before night closure to avoid double bookings, noshows, completion of RE (red eyes= night prior booking to guarantee early checkin)
Post room charges
Maintain correctguest registration cards
Maintain specialprograms (eg frequent flyer; priority club)
Effective managementof incoming and outgoing calls: professionalism
Maintain currentHotel information
Provide informationon memberships
Communicateproblems, resolved or unresolved to FOM/AFOM/FOSupervisors when needed to ensure follow up is done and the problem isclosed and correctly logged in the duty report
Correct, precise andaccurate completion of Duty Report: this report enables all HOD’s to know whathas happened in the hotel the night prior and what is still to come for the dayahead. Providing incorrect information can lead to failures in the operation ofdifferent departments (M&E, F&B, FO)
Complete knowledgeof all room types, hotel Winning Metrics Targets and facilities
Ensure departmentaltargets are met to achieve the hotel Winning Metrics targets
Review arrival listsand anticipate needs
Access andunderstanding of the IT room in case of an emergency
Conduct Credit cardchecks
Ensure staff adhereto standards and procedures for cash handling
Maintain own cashfloat
Update guest historymaintenance
Prepare contingencyreports every 2 hours (downtime reports)
Staff supervision ofnight staff: contractors, porters, banqueting staff, cleaners and work withHuman Resources and the relevant HOD’s to ensure their performance iseffectively managed.
Oversees the NightAudit Function
Develop, update and train standards and procedures
Produce Revenue Reports
Perform file back-up maintenance
Review all audits and reconciliation of daily sales transactionsof front office and all outlets, balancing all cash registers and reportingdiscrepancies to Line Managers
Week end and Month end reports completed in line with policy
Advise Line Managers of recurring errors
Demonstrate serviceattributes in accordance with industry expectations and company standards
Familiarise yourselfwith emergency and evacuation procedures
Responds in an effectivemanner to deadlines placed by FOM/AFOM, HR and/or GM
Communicates clearlyand professionally by email and verbally understanding the level and theposition of the person he/she is addressing to
Experience in similar role
Experience in planning maintenance operations
Solid understanding of technical aspects ofplumbing, carpentry, electrical systems etc.
Working knowledge of facilities & equipment
Ability to keep track of and report on activity
Excellent communication skills
WHAT WE OFFER
reward all your hard work with a great salary and benefits – including a
uniform, great room discount and superb training.
go on - show us how your passion and personality are the perfect fit to deliver
memorable experiences to our guests.
Job: Front Office Management
Requisition ID: BRU000100