Night Manager - Front Office

Hyatt Corporation; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in luxury hospitality seeks a Front Office Supervisor to enhance guest satisfaction and manage operational tasks effectively. The role involves coordinating guest arrivals and departures, handling complaints, and maintaining service excellence in a fast-paced environment. The ideal candidate will possess strong communication skills, a background in luxury hospitality, and proficient knowledge of Opera systems.

Qualifications

• Desire to satisfy the needs of others in a fast-paced environment.
• Ability to work a flexible schedule.
• German language skills are ideal.

Responsibilities

• Conduct daily pre-shift briefings and manage room occupancy.
• Ensure maximum guest satisfaction and handle complaints.
• Oversee operational tasks and liaise with other departments.

Skills

Verbal communication

Written communication

Customer service

Multi-tasking

Education

Experience in luxury hospitality

Supervisory experience

Tools

Opera

Job description

Summary

Main Duties and Responsibilities :

Operational :

Block the morning arrivals and communicate them to Room Service for the amenities

Check today’s pick up and cancelled reservations for HWEB bookings, charge them accordingly and update PMS, also refund the guests credit card.

Check the following reports before roll over and ensure all room rates are charged correctly : Complimentary report, Fixed rate report, upgrade report, Rate variance report, Night Manager check report, PM folios in-house, package report for the Kitchen outlet.

Ensure all rooms are charged correctly as per single and double occupancy.

Print the Credit Card batch reports and forward them to Accounts.

Check out and check in all POS folios before rollover.

Remove amenities from No-Show rooms before rollover.

Double-check on all remaining arrivals before rollover and charge No Shows accordingly as per the hotels procedure.

Perform the rollover in the PMS.

Create and distribute the relevant reports after rollover : Exco reports, Night Clerk report, Other reports for other departments as required

To conduct daily pre-shift briefings to staff on rooms occupancy, arrival and departures, functions / event and special attention that is needed.

Continually strive to maintain maximum guest satisfaction

To assist the Front Office Manager in maximizing room sales and yield.

To open and close the hotel inventory whenever it is deemed necessary and avoid booking out guests and through this managing overbooking levels during the night.

To handle guest reservations and issue amenity orders for VIP guests.

To ensure that all wake up calls are completed punctually and with courtesy.

To ensure that all VIP’s in-house names are displayed on the board in the Operator room.

To report all relevant emergencies to the Executive Management as required, e.g. Fire, Bomb threat, etc…..

To inspect the hotels main entrance, main lobby, guest elevators, restaurants, guest floors and report the findings in the logbook.

To check and follow up on the working order of the public areas, guest elevators, guest floors, etc…

To liaise with the Bell Desk for updating the lobby signboard.

To liaise with and assist other departments as may be required from time to time to ensure a smooth operation in all places during the night.

To strictly adhere to the established operating expenses and that all costs are controlled.

To assist the Front Manager in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times, following Park Hyatt Abu Dhabi Standards of Performance.

To have a full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned Place of Work.

To assign responsibilities to subordinates implementing Multi Tasking principle and to check their performance periodically.

To implement a flexible scheduling based on business patterns.

To ensure that the par stocks for all operating equipment and supplies are strictly adhered to and that the department is adequately equipped.

To assist in controlling the requisitioning, storage and careful use of all operating equipment and supplies.

To liaise with housekeeping and other related department on daily operation.

To have a thorough understanding and knowledge of all Rooms related services.

To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.

To establish a rapport with guests maintaining good customer relationships.

To ensure that the cashiering procedures are strictly adhered to.

To ensure that telephone calls are answered as per the policies and procedure and telephone etiquette.

To monitor a clean, orderly and business like working environment, ensuring minimal background noise and conversation.

To train the subordinates on the correct procedure of handling calls and message handling.

To make sure that all staff are aware and trained on the hotel emergency policy and procedure and adhered to it.

To ensure that all Luggage & Faxes are delivered within 10 minutes of arrival and follow up accordingly.

To act as the communication coordinator between all departments in the hotel.

To ensure that all arrival rooms are blocked and clean.

To ensure that all guests are checked in and checked out as per Hyatt Internationals Policy and Procedures.

To handle guest complaints in accordance with the hotel policy and liaise with the Front Office Manager for any guest complaints and problems next day morning.

To perform spot-checks on Registration Cards and check all room rates before the rollover.

Qualifications

• A true desire to satisfy the needs of others in a fast paced environment.
• Refined verbal and written communication skills.
• Previous front office supervisory / team leaderexperience preferred, in a luxury hospitality company.
• Experience working with Opera is required.
• Ability to work a flexible schedule.
• German language will be ideal.