The Night Manager (NM) assists Director of Front Office in the management of the Front Office team. The Night Manager is required to demonstrate humility in leadership of the team, be technically sound on Front Office software, has a guest centric approach in service delivery, be a confident communicator, composed problem solver and a sense of responsibility to uphold the Raffles Brand.
In joining the team during a pre-opening journey, the Night Manager has to be ready to embody a tenacious and innovative spirit in building the team together with the leaders.
RAFFLES HOTELS AND RESORTS
An oasis for the well-travelled since 1887 reinterpreted for the 21st century traveler, Raffles has been synonymous with luxury, glamour and extraordinary service for well over a century.
Born in Singapore, the brand has since extended its network all around the world, welcoming the influential community of each destination.
Whether you come to drink, dine, celebrate or simply to unwind, the outstanding personalities working at Raffles know better than anyone else how to ensure that you Arrive as a guest, Leave as a friend, and Return as family .
PERSONAL ATTRIBUTES REQUIRED FOR THE ROLE
Possesses strong interpersonal skills and ability to communicate in second language
Manages all guests / team members’ needs with equal drive
Embodies a creative mind to curate new service processes with guest satisfaction and team productivity in mind
An attentive and inquisitive persona during the after-hour shifts
Carries an eye for detail and an approachable demeanor for all guests and team members
Composed under pressure, makes rational decisions to resolve situations, delivered with a degree of professionalism
Self-driven approach to carry out assigned responsibilities
Ensures security and confidentiality of guest and hotel information in accordance to company / country’s data security act
Possesses good computer and property management system knowledge
High level of integrity, enthusiasm, dedication for continuous improvement
Undertakes a coach’s and mentor’s mentality to bring the best out of every team member
Embraces change and open-minded in a dynamic work environment
Has an understanding of the middle eastern clientele and culture
Has an understanding of key stakeholders in the luxury travel space
KEY ROLES & RESPONSIBILITIES
Represent the management of the hotel’s leadership during the after-hours
Preparation of operational reports for leadership team
Ensure smooth Night Audit process and rollover of system date to the following day
Champions the guests’ journey from Pre-Arrival to Post-Departure
Ready to undertake all roles during the night shift of the Front Office Team
Takes responsibility and ownership in creating personal connections through emotional luxury between Raffles Ambassadors and guests
Maintains communication channels with all departments of the hotel
Curate check-in journey and ensure adherence of service sequence
Enforces PMS system etiquette and accuracy of administrative duties
Assists other hotel department functions when the need arises
Manages Front Office Team to ensure seamless arrival and departure experience for all guests
Maintains oversight and allocates resources to the smooth running of the night operation
Responsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating supplies
Appraise appearance, ensures discipline, and efficiency of all staff under direct supervision
Assist to set out KPIs and deliverables for the year with the Director of Front Office
Assist the Director of Front Office to appraise the team at the end of year
Training and coordination with supporting departments
Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates unique experiences
Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests.
Fully understands the Front-of-House position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industry
Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
Executes the annual upsell strategy and achieves all goals as set by management
Addresses any security incidents and manages guest complaints and reacts proactively when suitable and appropriate while keeping Director of Front Office informed
Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management
Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel
Leads Hotel Evacuation Policy in case of an Emergency