Night Manager

o Provide inspirational leadership with a clear vision and direction to team members to ensure delivery of the Capella brand values and vision, to create an amazing experience for all guests and colleagues.
o Oversee and ensure smooth operation of the hotel by being the key contact for any guest issues and enforcing strict compliance to all policies and procedures set by the hotel. Ensures guest satisfaction and safety during night time.
o Responsible for accurate reporting of all night activities and take accurate decisions on the behalf of the management should any incident or emergency arise.
o Manages and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel.
o Responsible to the accurate completion of all operation documents and financial audit procedures including Credit Limit Checks, Cashier Closures, Registration Cards and Correspondence, Rebates, Paid Out. To report any irregularity on the following day.
o Perform Rate check before closing day to ensure accurate number of "No Show", "Rooms Occupied", "Complimentary Rooms" and "House Use" for accounting purpose.
o Prepare daily summary reports for the management meeting on the following morning.
o Build strong relations with all guests, noting special attention to the hotel's VIPs and return guests to ensure long lasting guest loyalty.
o Handling complaints and resolving service 'Glitches', keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
o Assists the higher management in updating the Standard Operating Procedures in accordance to the hotel standards and business level by suggesting improvements to improve efficiency of work and performance.
o Monitor and control monthly departmental expenses and support the higher management in Rooms Division budget and forecast report.
o Oversee personalized check-in and personalize check-out procedures, including reservations and financial transactions. Liaise with Credit Manager on credit check report on a timely basis.
o Provide technical expertise and knowledge of the PMS (e.g. OPERA) system to all colleagues. Supervises, support and coach team members on system functions as required.
o Monitor daily room reservations, ensure that room assignments and room readiness prior to guest arrivals. Promote cross selling of hotel's offer and upsell of rooms to maximise revenue generation opportunities.
o Oversee personalize check-in and personalize check-out procedures, ensure that all VIPs and special attention guests are greeted promptly by management upon arrival.
o Report any issue or damages and breakdowns within working areas and the hotel to ensure a defect-free facilities and service amenities provided.
o Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
o Coordinate with Training Managers on standard testing, identify trainings needs and provide guidance to improve team members' performance.
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