JOB DESCRIPTION
Job Title: NIGHT MANAGER
Location: Reception - Nights
Reports into: Front of House Manager
Persons Supervised: Assistant Night Manager, Night Porters, Reception Supervisor and Receptionists where applicable
Main Objective:
To ensure the smooth running of the Night team, 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 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.
Main Duties:
 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, 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, instruct and train ALL 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 manage the production of Room Service in line with Food Hygiene regulations and company procedures. To ensure the
efficient delivery and accuracy of orders
 To be fully responsible for all money handling
 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 out
 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
 Write the departmental rota
 To ensure that the departmental payroll budget is adhered to and managed correctly
 Make sure the nights’ health and safety is kept up to date
 To perform monthly 1:1’s with the Night team and feed this back to the FOH Manager
 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
 Ensure the safe storage, correct logging and delivery of all Park tickets to and from the main safe and to our guests
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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 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
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Must demonstrate the necessary service attributes in line with the hotel and company expectations including:
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
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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.
Financial Responsibilities
 Have an understanding of the departmental budgets and how they contribute to the hotels overall targets
 Develop a system to measure, track and report on the departmental running costs
 Develop a procedure for the tracking of upselling incentives within the department.
People Management
 Working alongside the FOH Manager and Human resources to support in staff training and development
 Deliver training where applicable whether as a group session or on a 1:1 basis
 Coach, council and discipline staff, providing constructive feedback to enhance performance
 Regular communications with the team by performing 1:1s and team meetings to maintain a positive relationship
Health and Safety Management
 Having familiarised yourself with the Company health and safety policies, ensuring that your area promotes and comply
with them
 The reporting of hazardous situations, accidents and near misses in line with the company standard, and ensuring that
the General Manager is informed of any major areas of concern
 Familiarize and enforce your areas emergency procedures and your responsibilities
 Ensure that self and team attend Fire Safety refresher courses every 3 months
Risk Management
Hotel staff must:
 Co-operate with the company to achieve compliance under Fire and the Health and Safety legislations
 Take moral and legal responsibility for conducting themselves in their work so as not to expose themselves and others
to risk
 Read, understand and implement the relevant sections to the Safety 1 st policy
 Sign the relevant declarations after having read and understood the relevant safety 1 st policies
 Not to participate or promote, horseplay, pranks or practical jokes that may result in an accident or injury
 Make careful use of Personal Protective Equipment that is provided
 Ensure that any safety equipment is checked for damages and is removed and reported if found to have it
 Report all accidents, hazards or dangerous occurrences, no matter how minor
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The above is designed to help you in the understanding of your role and is not intended to be a definitive list of your dutie s,
as flexibility in meeting company and guests needs is required by all employees.
I confirm that I have read and agree with this job description explaining the main duties of my job.
Employee Name: ………………………………………………………..
(Please Print)
Date: ……………………………..
Signed By Employee: ………………………………………………….
Date: ……………………………..
Signed By Employer: Drayton Manor Hotel
August 2011
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