Assistant Night Manager

5 days left

Pennyhill Park
Starting salary £20,500 per annum plus fantastic benefits
01 Oct 2016
02 Nov 2016
Contract Type
Key responsibilities will be to ensure the smooth and efficient running of the hotel to the satisfaction of all guests’ needs, whilst maintaining high levels of security to our guests and the property. You will need to ensure the night audit function is completed to fulfil all audit and statistical information requirements for the hotel. You will need to offer a high standard of hospitality and service to our guests whilst supervising the night team and ensuring everything is completed. To be able to deal with customer queries efficiently and in a professional manner and deal with an issues that may arise. Package description Hospitality is all about people and Exclusive Hotels and Venues are committed to ensuring our people are happy and well rewarded so that in turn, they pass the positivity onto our guests. As well as excellent training, development and progression opportunities, other benefits for successful candidates include; • Competitive salary • Uniform • Complimentary meals whilst on duty • Complimentary car parking • Discounted room nights across all Exclusive Hotels and Venues • Discounts on food and beverage across all Exclusive properties Main responsibilities • Night Audit / check ins and outs • Maintain the highest level of hotel security, health & safety and Fire awareness • Organise and take responsibility of book-outs • Deal with Guest Complaints in an efficient manner • Conduct Team Training • Be a key member of the Duty Management team • Assisting guests with their varied requests and provide excellent customer service • Overall night supervision of procedures and security • To liaise with reception staff, barmen and Dining Room associates in order to carry out their duties when necessary. • To receive a full and detailed handover from the late shift Duty Manager regarding any further requirements or potential situations. • To be fully aware of the “arrival” and “departure” procedures for guests of the House and to perform these procedures to the standard laid down in the Standards and Procedures Manual. • To ensure the “Night Audit” is completed every night to the satisfaction of the Accounts Manager. • To report any irregularities to the Duty Manager, on the following morning. • To be able to answer the telephone in accordance with standards, as laid down in the standard of procedures manual. • To ensure all Public areas are kept to the highest standards of Maintenance and cleanliness and are made as welcoming as possible. • To comply with all Hotel and Company policies. • To be aware of, and comply with, statutory requirements regarding the work place • Such as health and safety, hygiene, fire prevention, licensing and employment law. • To carry out any other reasonable duty to assist in the smooth running of the company. • Supervision, Training and development of individuals in the team including appraisals, job chats and any follow up when needed • To be responsible for the Nights department in the absence of the Night Manager. • Be polite and respectful with all colleagues across the group • Develop a good working relationship with all departments of the hotel to enable effective communication and team work • Be impeccably groomed and have high standards of customer service • To protect revenue by dealing with issues quickly and efficiently, resulting in minimal cost to the business • To protect property material at all times. • Control of labour to enhance service and maintain efficiency in payroll. • Payroll control – costed rotas to be approved on a weekly basis Increase Revenue • To Promote and Maximize all internal restaurant bookings • To ensure all internal and external Guest emails are actioned on a timely manner • To respond to all Guests requests in absence of the Concierge team such as Transportation, dinning option and external and external or internal activities that Pennyhill Park Hotel Offers. • To promote room up-selling • To follow a recycling procedures avoiding wastage at all times. Strong Brand • Be familiar with Brand standards and act as a monitor of these to ensure all literature/material is on brand. • Have good knowledge of other properties in the Group • Be confident in the history of Pennyhill Park and Exclusive Hotels • Visit other properties and build a good relationship with Concierge/Guest Relations departments Ideal candidate • Previous customer service experience in a supervisory role • The ability to listen and respond to demanding Guest needs • Excellent leadership, interpersonal, personal presentation and communication skills • Accountable and resilient • Commitment to delivering a high levels of customer service • Ability to work under pressure • Flexibility to respond to a range of different work situations • A passion for delivering exceptional levels of Guest service About the company Exclusive Hotels and Venues is a family owned collection of six individual and characterful country house hotels and venues situated across the south of England. Offering every imaginable leisure, wedding, meeting and training requirement and more they are all situated in beautiful locations, surrounded by acres of stunning countryside and gardens. This job was originally posted as

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