Night Duty Manager

As Night Manager at InterContinental, you oversee daily Front Office operations, ensuring seamless, personalized service that consistently exceeds guest expectations. You maintain product quality, enforce InterContinental standards and service behaviours, and guarantee efficient, engaging guest interactions from arrival to departure. You curate personalized welcomes, ensure management farewells, and handle all guest issues and emergencies. You maintain a well-presented lobby at all times and foster strong interdepartmental collaboration. You lead, train, and engage the Guest Service team, ensuring they are aligned with company standards, responsibilities, and goals.
Your day to day:
Make guests feel welcome by creating an engaging atmosphere in the lobby and reception area at all times. Personally welcome all arriving guests and ensure a seamless arrival experience for stay-in guests and a perfect first impression for visiting guests.
Personalize interactions throughout the service process to make each visit to the Front Desk memorable and unique.
Proactively seek opportunities to positively surprise guests at the right moments through thoughtful gestures and acts of kindness. You are empowered to be generous with guests, curating decadent moments where appropriate.
Maximize guest satisfaction by providing personalized recognition and prompt attention from arrival to departure.
Execute consistent guest recognition programs, maintain an up-to-date guest history database, and utilize this information daily to curate personalized experiences.
Maintain comprehensive knowledge of activities within InterContinental and the Halong Bay area to provide accurate recommendations and ensure that all Front Office colleagues are equally informed and updated.
Ensure that the arrival and departure experience for both FIT and group guests is seamless, with operations carefully planned in advance. All Front Office divisions must be fully briefed and assigned responsibilities accordingly.
Ensure all guest telephone calls and emails are handled promptly and professionally, adhering to the "three rings" and "12/24-hour" standards, respectively.
Resolve guest incidents and problems immediately, implementing service recovery actions as necessary. Always follow up on guest issues as part of the recovery process and escalate to higher management when required.
Accurately log all guest issues, solutions, and follow-up actions into the FCS-Solution system. Coordinate with the Security Department regarding any guest or colleague accidents.
Effectively communicate guest feedback across all departments to prevent recurrence of service shortfalls and enhance personalized service delivery. Ensure all feedback and important guest notes are systematically filed and accessible to relevant departments.
Proactively investigate low scores and social media reviews related to Front Office services to address root causes and implement preventive measures. Ensure that all guests are met upon departure to gather feedback and take immediate recovery action if needed.
Comply with Vietnamese government regulations and resort policies relating to financial record-keeping, money handling, and licensing, ensuring timely and accurate reporting.
Ensure the responsible use and control of resort master keys assigned to yourself and Front Office colleagues. Report any loss, damage, or related incidents immediately to the Security Manager and Assistant/Front Office Manager.
Ensure proper cash handover between shifts and among Duty Managers & Night Manager. Oversee cash borrowings by receptionists, ensuring compliance with finance department regulations, cash limits, and deadlines.
Approve rebates, upgrades, and special amenities according to InterContinental standards and within the scope of empowerment.
Review daily guest credit limits, addressing any excess promptly according to established procedures.
Maintain strict control over Posting Master accounts, ensuring timely closures with full supporting documentation and necessary approvals from Front Office Manager.
Complete room assignments in advance, considering guest requests and preferences, prioritizing top VIPs and IHG Rewards Members. Minimize back-to-back stays whenever possible.
Address guest room double lock issues promptly, ensuring that the guest experience is not compromised, and initiate service recovery when necessary.
Be fully conversant with Crisis Response Team procedures as outlined in the IHG Crisis Manual and any relevant local authority advisories, covering emergencies such as medical, fire, bomb threats, evacuation, First Aid, CPR, loss prevention, power outages, and system downtimes.
Facilitate the reporting and investigation of injuries and incidents involving guests or colleagues, assisting in investigations and recommending corrective actions to prevent recurrence.
Oversee night operations, ensuring the safety and security of guests and employees during minimal staffing hours. Ensure that the night audit is performed accurately and take corrective action if necessary.
Prepare daily operational reports, ensuring data accuracy and timely distribution to the approved recipients and departments.
Handle "24-hour Do Not Disturb" situations in accordance with resort standard operating procedures, ensuring guest safety and activating emergency protocols when necessary.
Manage Lost & Found items following InterContinental policies and procedures, coordinating with Security and related departments to maintain accurate records and reports.
Safeguard guest privacy at all times by maintaining discretion and confidentiality regarding personal information and requests, ensuring team compliance with resort policies and Vietnamese law.
Handle property and fixture damage incidents according to resort policies, ensuring proper incident reporting and follow-up.
As a Night Manager, maintain awareness of the department's financial and non-financial key metrics, such as room upselling revenue, IHG Rewards Member enrollments, and Arrival/Departure scores. Inspire and motivate the team by setting clear goals, providing support, and leading by example.
Build and maintain strong relationships with all resort colleagues, ensuring seamless communication with both operational and non-operational departments, and proactively assisting during peak periods.
Ensure daily operations run efficiently, with all team members clearly understanding their roles and responsibilities.
Assume responsibility for the Front Office operation in the absence of the Assistant (and) Front Office Manager, including conducting daily shift briefings to ensure clear communication.
Uphold InterContinental brand standards by being thoroughly familiar with standard operating procedures and ensuring full compliance by the team.
Regularly review and update standard operating procedures to align with the latest IHG and InterContinental Halong Bay Resort standards.
Manage employee satisfaction within the reception team, ensuring fair working hours, appropriate meal breaks, and reasonable shift patterns.
Plan, execute, and record training sessions according to InterContinental standards.
Perform other responsibilities as assigned by higher management.
Critical for Night Manager:
Ensure the night audit is completed accurately and all operational reports are reviewed and distributed on time.
Conduct overnight patrols throughout the Hotel, Residences, Villas, and resort venues with relevant department representatives to ensure operational readiness for the following day.
Handle "24-hour Do Not Disturb" situations in accordance with resort procedures, prioritizing guest safety and wellbeing.
Act as the primary decision-maker for overnight incidents, guest emergencies, and crisis situations in the absence of senior management.
Work closely with Security to maintain the safety and security of guests, colleagues, and resort assets throughout the night.
Ensure all overnight incidents, accidents, and unusual occurrences are properly documented, communicated, and followed up accordingly.
Ensure the night audit is completed accurately and all operational reports are reviewed and distributed on time.
Conduct overnight patrols throughout the Hotel, Residences, Villas, and resort venues with relevant department representatives to ensure operational readiness for the following day.
Handle "24-hour Do Not Disturb" situations in accordance with resort procedures, prioritizing guest safety and wellbeing.
Act as the primary decision-maker for overnight incidents, guest emergencies, and crisis situations in the absence of senior management.
Work closely with Security to maintain the safety and security of guests, colleagues, and resort assets throughout the night.
Ensure all overnight incidents, accidents, and unusual occurrences are properly documented, communicated, and followed up accordingly.