Job Description
Job Title: ASSISTANT NIGHT MANAGER
Reporting To: NIGHT MANAGER AND FRONT OF HOUSE MANAGER
Grade/Salary Band:
Benefits:
 Ticket Allocation
 Uniforms
 Meals on Duty
 Discounted accommodation & F&B
rates for Interstate properties
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BHSF
Free on site car parking
2 day Holiday entitlement
Training & Development
opportunities
Job Summary
To ensure the smooth running of the Night team in the absence of the Night Manager, and the satisfaction of guests and
visitors to the hotel. To assume overall responsibility for co-ordination and overseeing all hotel operations in the absence
of the General Manager and Night Manager during the night – 10.45pm – 7.15am.
The safety and security of guests and staff within the hotel. The accurate completion of the Night Audit in a timely
manner.
To give support to the Front of House Manager and to ensure that tasks set are completed in a timely manner.
Key Duties & Responsibilities
 To ensure that you are wearing correct uniform in line with company standards and your name badges
 To take over from the Late Duty Manager, in the absence of the Night Manager. Familiarising self with the
business and of any issues from the Duty Manager Diary and to assume responsibility for the night operation of
the hotel.
 To supervise night team members in upholding standards and any new procedures
 To supervise the Night team to ensure that they are performing their nightly tasks in line with the night checklist
and hotel health and safety standards
 To ensure that the hotel security is maximised at night by performing regular hotel checks of fire exits and to
ensure all areas of the hotel are secured.
 To ensure that all F&B outlets are closed down correctly and that monies are banked correctly
 To support the Night Manager for all money handling
 To supervise Room Service with attention to accuracy and efficiency of orders
 To deal with any book-outs that may occur in a positive and professional manner
 To monitor night audit production
 To ensure that required daily figure reports are completed as required with the correct information.
 The safe storage of floats and keys in line with company procedures
 To oversee the front desk during the night ensuring we achieve total guest satisfaction
 To welcome guests to the hotel in a courteous and helpful manner
 To ensure that a suitable method of payment for each guest account at the time of check in
 To comply with hotel policy regarding floats and access to the safe
 To handle any guest complaints or problems promptly and to ensure that all resolved and unresolved problems
are reported to the AM Duty Manager to complete
 Ensure all VIP guests are highlighted and actioned on
 Ensure that all guest profiles are updated and present
 To show willingness to be flexible at all times in assisting other departments within the hotel, as the needs of
the business dictate - with the ultimate aim in mind of providing the best possible service to our guests
 To perform Duty Management shifts in line with company standards
 Liaise with the FOH Manager on a daily basis of staffing, training and guest issues
 To maximise revenue where possible by means of up selling
 To complete daily accounts procedures and ensure correct monies are banked
 Monitor Guest Satisfactions surveys and ensure that any trends are dealt with in the 10 minute training sessions
 Ensure that the 10 minute training sessions are taking place daily
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Ensure the correct delivery of all Park tickets to our guests, ensuring that the correct logging procedures are
completed
Perform mini internal “Mystery Guest” audits on the front desk team in line with the company audit standards
to ensure the team are exceeding what is required
Liaise with the housekeeping team, in a professional manner, as to any additional items that are required by the
guests e.g. Pillows, Blankets, Towels Ensure that the front desk is fully stocked and prepared for shift
Ensure that all information is communicated at handovers to the next shift
Self-Management
 Comply with the hotel rules and regulations as outlined in the company handbook
 Comply with the company grooming standards
 Comply with the time and attendance policies
 Comply to policies relating to the safety and welfare of all staff including equal opportunities and
discrimination laws
 Actively participate in training and development programs and maximize opportunities for self-development
Customer Service
 Must demonstrate the necessary service attributes in line with the hotel and company expectations
including:
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-Being attentive to Guests
-Fulfilling Guests requests in timely and accurate manner
-The anticipation of Guests needs
-Taking appropriate action to find resolutions to guest complaints
To deliver ‘Service with Passion’
To express yourself in a natural and professional way at all times.
To show you care through welcoming and interacting with guests at all times.
To take ownership for decisions and outcomes
To show initiative to take appropriate action to find resolutions to guest problems and complaints.
To make suggestions and recommendations to assist guests and to enhance their stay
COMPETENCIES
Competency
Level*
Communication
Taking Responsibility & Achieving Results
Leadership & Working with Others
Developing Self and Others
Building and Maintaining Relationships
Integrity
* Team Member, Team Leader, Unit / Department Manager, General Manager
SKILLS & QUALIFICATIONS
ESSENTIAL
DESIRABLE
Accredited Qualifications
Non-Accredited
Skills, Knowledge & Experience
RESPONSIBILITIES
Extent
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People
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Financial
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Use & Care of Equipment
Work within the company’s Human Resource Management System to ensure
the departmental performance of staff is productive.
Recruit in line with company guidelines
Deliver Day 1 inductions for new staff, including departmental COSHH, Risk
Assessments, Manual Handling Risk Assessments, DSE Risk Assessments and
Fire Procedures
Maintain a comprehensive, current and guest focused set of departmental
standards and procedures and oversee their implementation
Use Personal Development Plans (PDP) to develop your team on an
individual basis.
Deliver training and coaching to develop staff
Maintain training records
Conduct probation and formal performance appraisal in line with company
guidelines
Coach, counsel and discipline staff, providing constructive feedback to
enhance performance
Approve leave requests after considering peaks and troughs in the business
Regularly communicate with staff to maintain positive relationships
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Give support in preparing, managing and achieving the department’s budget.
Forecast and Actualise payroll in line with budgets.
Develop systems that measure the cost effectiveness of the department
Develop procedures that track, report on, and control the running costs of the
department
Contribute to the overall strategic plan of the business and help compile the
annual hotel business plan
Keep abreast of trends in your area and implement best practice initiatives
Control departmental expenses in line with budgets and business trends.
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Health, Safety and Security
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Risk Management
Familiarize yourself with Company Health and Safety Policies outlined
through Shield Yourself and ensure your areas promote and comply with
them
Update the Compliance Centre website with H&S action points
Take responsibility to rectify hazardous situations, accidents and near
misses, reporting major areas of concern to your General Manager.
Familiarize yourself with property safety, first aid and fire and emergency
procedures and actively enforce these in your area of responsibility
Ensure security incidents in your operational area are reviewed and
corrective measures implemented to prevent recurring incidents
In conjunction with the Crisis Management details; prepare emergency
procedures upon advice from relevant authority that cover such
emergencies as Fire, Power Outage, Bomb Threat, Cyclone Warnings, etc.
Staff must:
 Co-operate with the company to achieve compliance with Fire, Life & Safety
legislation
 Take moral and legal responsibility for conducting themselves in their work
so they do not expose themselves or others to risk
 Read, understand, and implement the relevant sections of the Crisis
Management File
 Not promote or participate in horseplay, pranks, or practical jokes, which
may result in an accident or injury
 Not intentionally or recklessly interfering with anything provided in the
interests of safety
 Make careful use of safety equipment, such as gloves, goggles, aprons,
overalls, shoes
 Return safety equipment to its designated storage area after use, and
reporting any equipment damage to the supervisor
 Take reasonable care when storing, handling, and using chemicals and
dangerous substances, lifting and carrying, and using or cleaning dangerous
work equipment, including machines
 Not undertake any activity which compromises their personal Life Safety or
the Life Safety of others
 Report all accidents, dangerous occurrences, or hazards, no matter how
minor, to the Duty Manager/ First Aider
 Ensure that staff are adequately supervised
General Conditions
Include items such as:- uniform provided, driving license required, flexible working potential, job share role,
availability and flexibility for the role.