Night Manager

Description

POSITION PURPOSE: To oversee all hotel operations in the absence of department managers. Responsible for supervising all second shift associates not supervised. Resolves all guest complaints to exceed customer expectations. Responds to emergency situations.

ESSENTIAL FUNCTIONS:

• Fields guest complaints, conducts thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve any problems that may arise.

• Completes knowledge of back of house procedures - Emergency Procedure Manual-Marcus Operational Manual-Front Office daily operations.

• Assists in enforcing decisions made by fellow managers. Acts as Manager On Duty for supervisory and line associates.

• Handles noise complaints, credit problems, employee conflicts, guest relocation, and rejection of unruly guests in conjunction with hotel security team utilizing diplomacy and good judgement.

• Regular attendance in conformance with standards, which may be established by The Pfister or Marcus Corporation from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

• Regular room and public space inspections on a nightly basis.

• Help out other departments as needed.

• Perform other duties as assigned.

POSITION REQUIREMENTS:

• Basic leadership skills including coaching, motivating, counseling, and disciplining.

• Ability to use computer keyboard, telephone, and electronic equipment to meet requests effectively.

• Ability to communicate all significant incidents/accidents in clear English language, utilizing excellent writing skills.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to diffuse anger and collect accurate information and professionally resolve problems.

• Considerable knowledge of all departments' functionality, hotel facilities/services, as well as city and current events.

• Excellent verbal communication skills.

• Good hearing and visual ability in order to detect signs of emergency.

• High school diploma required.

• Prior hotel experience required, prior supervisory experience preferred.

• Conflict resolution skills.

• Multi-tasking skills.

• Ability to meet deadlines and work toward department goals.

  The Pfister Hotel is an Equal Opportunity Employer