Night Manager - Hilton Norfolk The Main

Gold Key PHR; Norfolk (VA); On-site; USD 45,000 - 60,000; Full time

Job summary

Gold Key PHR in Norfolk, Virginia, is seeking a Night Manager to oversee hotel operations during evening and night shifts. This role ensures guest satisfaction and fosters a positive environment for hotel Associates.

The ideal candidate should possess a High School Diploma, along with experience in customer service and Front Office operations. This position offers a unique opportunity to lead and engage with Associates while maintaining the hotel’s operational standards.

Qualifications

• Prior experience as a property level supervisor/manager within the Front Office operations preferred.
• 1-2 years of customer service experience in a hotel or related field.
• Good communication skills, both verbal and written. Fluent in English.

Responsibilities

• Oversees the daily operation of the hotel in the absence of higher management.
• Ensure guest satisfaction and adherence to company standards.
• Drive engagement and retention of hotel Associates.

Skills

Customer service

Communication skills

Education

High School Diploma or equivalent

Job description

Overview

The Night Manager oversees the daily operation of the hotel in the absence of the Managing Director, Hotel Manager or Assistant Hotel Manager primarily during the evening and night shifts. The Night Manager is responsible for excellence in guest experience through execution of the business and operating plans and supervision of the property Associates. The Night Manager provides exceptional service to internal and external guests while adhering to company and franchise Brand Standards. The Night Manager promotes Associate engagement, retention, and development through effective and engaging leadership of all Associates.

Responsibilities

• Support a culture that promotes effective communications, service excellence, teamwork, performance feedback, recognition, mutual respect, and Associate satisfaction
• Oversees Security Team and ensures compliance with the Security Operating Plan. Will train, retain, mentor, motivate, and collaborate with assigned recruiters to determine and implement hiring guidelines and standards
• Conduct facility walks focusing on the life, safety, and security of the guests, Associates, and documenting issues in the prompt response program and pass down log. Maintaining all front and back of house cleanliness standards, security of all storage rooms, and through ensuring Associate accountability to SOP’s and/or Company guidelines including inventory and cash control procedures
• Ensure that pre-shifts are conducted with all pertinent individuals attending i.e. AM MOD, AM/PM Supervisors/Senior GSA’s
• Maintain the accuracy and timeliness of the prompt response program and ensure that calls are recorded properly and the response is completed to the guest’s satisfaction and within standard operating plan guidelines
• Drive guest satisfaction by maintaining service and product quality standards; this is accomplished by ensuring implementation and completion of all department checklists.
• Serves as point of contact for all hotel issues to include asset or guest resolutions.
• Works collaboratively with other departments such as Sales & Marketing, Culinary, Banquets, Facilities, Housekeeping, Front Office, Parking to ensure there is transparency in all the happenings of the asset
• Responsible for the financial results of the hotel and providing support to the Hotel Manager and Assistant Hotel Manager.
• Monitor the F&B Outlets to ensure proper staffing, management coverage and act as a liaison to Senior F&B Management regarding operational deficiencies
• Completes the Night Manager Checklist and communication reporting
• Performs Emergency response duties as required fort this role in the Emergency Response Organization Chart and Plan

Qualifications

• High School Diploma or equivalent required.
• Prior experience as a property level supervisor/manager within the Front Office operations preferred.
• 1-2 years customer service experience in a hotel or related field.
• Good communication skills, both verbal and written. Fluent in English.