Night Manager

2 days ago

Austin, Texas, United States AT&T Hotel & Conference Center Full time
Job Title: Night Manager

Are you a motivated and organized individual with a passion for delivering exceptional customer service? Do you have experience in hotel operations and a strong understanding of front desk procedures? We are seeking a Night Manager to join our team at the AT&T Hotel and Conference Center.

Key Responsibilities:
  • Oversee the overall operation of the hotel during the night shift to ensure guest satisfaction and safety.
  • Make decisions affecting the overall guest satisfaction as well as the safety of the hotel, its team members, and guests.
  • Directly manage all night shift team members, including Guest Service Agents and other support staff.
  • Tour the hotel interior and exterior to ensure quality appearance, cleanliness, and lighting, and report any deficiencies or safety hazards to the engineer on duty.
  • Supervise and train night Guest Service Agents to ensure guests are satisfied with their stay and reports are accurately completed.
  • Oversee the preparation of daily summary reports for distribution to various departments on the day's business activities.
  • Address concerns and incidents and review the status of the daily operation with Department Heads to ensure quality and continuity in operations.
  • Manage any emergencies that arise during the night hours in conjunction with Security.
  • Assist the Front Office Manager with the daily operation of the Front Desk, coordinating with other departments as required to manage guest satisfaction.
  • Ensure the day-to-day operation of the Front Desk meets AAA 5-Diamond, PLATINUM SERVICE standards at all times by working alongside colleagues on a regular basis.
  • Attend management meetings and those that relate to the Front Desk.
  • Assist with the day-to-day operation of the Front Desk by ensuring staffing, service, and financial standards are met, and prepare any relevant reports or documentation as needed.
  • Responsible for rooms inventory control, effective blocking of reservations to maximize occupancy, rate, and guest satisfaction, along with coordinating future days inventory control.
  • Handle guest compliments, complaints, and concerns in an appropriate fashion to ensure guest satisfaction and fiscal responsibility.
  • Assist with preparing staffing schedules, training of current and new colleagues, maintaining department payroll reports, vacations, holidays, sick leave, and absence records.
  • Assist with interviewing candidates for Front Desk job openings, conduct Reach reviews, and performance manage as required.
  • Ensure appearance standards are maintained at the Front Desk, along with other Employee rules, regulations, and policies.
  • Ensure the accuracy of 5 & 10 day VIP reports or any other reports generated from the Front Office.
  • Manage the PLATINUM SERVICE program, coordinating same-day arrivals.
  • Review Group Resumes, VIP Alerts, Site Inspections, and arrival and departure manifests to ensure consistent service standards.
  • Consistently review guest information on guest folios and reservations, reviewing scheduled/un-scheduled departures and stay-overs, while monitoring the accuracy of room counts and inventory levels.
  • Control stock inventory levels, monitor workstations for cleanliness and organization at the Front Desk and in the back office areas.
Requirements:
  • High school graduate or equivalent required. Two or four-year college degree preferred.
  • Previous management experience and knowledge of Night Audit process within a hotel.
  • Ability to read, write, speak, and understand the English language to communicate with guests and team members.
  • Ability to effectively deal with internal customers and external guests, which requires tact, patience, and diplomacy.
  • Ability to lead, delegate, follow up, and supervise staff.
  • Knowledge of handling hotel emergencies (fire, theft, natural disaster) is very helpful.
  • Complete knowledge of hotel operations preferred.
Benefits:
  • Paid Vacation Days (after 90 days of employment)
  • Annual Merit Increases
  • 11 Paid Holidays (after 90 days of employment)
  • Ride the Bus for Free
  • Free Daily Shift Meals
  • Lockers & Locker Rooms with Showers
  • Discounted Monthly UT Garage Parking
  • Discount Gift Shop offerings
  • Referral Bonus

We are owned by UT Austin and managed by Compass Group North America, a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. EOE & AA Employer M/F/D/V. AT&T Hotel and Conference Center participates in E-Verify. Applicants must have valid and legal work authorization in the United States.

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