JOB SUMMARY

Title: Night Duty Manager, Hotels
Reporting to: Deputy General Manager
Responsible for: Food & Beverage Assistants, Receptionists

OVERVIEW

UNICUS is a wholly owned subsidiary of The University of Sheffield, operating a number of distinct commercial services, including cafes, hotels, conference and hospitality venues within the University campus.
A Night Duty Manager is required for these two unique hotels, the 38 bedroom Halifax Hall and 79 bedroom Jonas Hotel, in the leafy suburb of Fulwood, Sheffield.
Halifax Hall is a steel baron’s mansion that has been lovingly transformed into a boutique hotel which offers plush accommodation, conference, wedding, event and private dining space.
Jonas Hotel is a vibrant and modern hotel which offers flexible accommodation and quirky social space for students, business and leisure guests and visiting academics, with stays from one night and up to 6 months.
The Night Duty Manager is responsible for the overnight management of the hotels and their staff. They have operational accountability, planning, organising and directing all hotel services including event operations, guest relations and reservations, cleaning and maintenance.
Responsible for providing our guests with quality, friendly and efficient service at all times. Operations include Guest Check In/Out, delivering service for events and private functions, including weddings, break down and set up of function rooms, maintaining cleanliness across both buildings. This is a hands-on role and the Night Duty Manager will lead the team from the front line.
We are looking for an individual who is passionate about customer service and wants to ensure that every guest experience is the best it possibly can be, leading a team that displays a ‘can do’ attitude.
This is a fantastic opportunity for an existing Team Leader or Nights porter looking to progress.

JOB DESCRIPTION

• Check-in and check-out hotel guests in a confident, professional, and friendly manner.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of night.
• Be available for guests as a point of contact and share responsibility for appropriate treatment of guest complaints, passing on and documenting such complaints.
• Provide gracious and efficient telephone service. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Review arrivals noting down special requests and blocking rooms as necessary for VIP and group arrivals.
• Complete all items as listed on shift checklists.
• Communicate service and amenities of the hotel to guests.
• Be a trained marshall of hotel fire and emergency procedures.
• Legibly document maintenance needs in the front desk log and submit to Manager.
• Be familiar with daily and overnight activities in the hotel.
• Take over any other tasks and special projects that may arise in the course of business.
• Liaise closely with all departments and maintain excellent inter-departmental relations considering other departmental procedures and policies.
• Be prepared to work as a team, and be willing to cross train in other departments to work as and when needed.
• Ensure the smooth running of evening functions such as weddings and parties, being responsible for a team of casual food and beverage assistants during the final hours of service and event break down.
• To maintain the cleanliness of the building, responsible for cleaning public areas and function rooms overnight.
• Be the first point of contact for guests whilst on duty.

ADMINISTRATIVE RESPONSIBILITIES

• To maintain all hotel records and forms as prescribed by established policies and procedures.
• Ensure that consumable and non-consumable goods are ordered, correctly stored and issued to the various departments.
• Ensure that reports and administration requirements are submitted in a timely manner.
• Is able to meet given or agreed deadlines.
• Pro-actively plans for the week ahead, taking into consideration what additional tasks can be completed during quiet business hours.
• To ensure that guest history record is up-to-date at all times.
• To ensure a comprehensive and detailed handover report is provided at the end of every night shift, detailing any relevant information for the day time staff.
• To communicate effectively via email with management and other staff.

FINANCIAL RESPONSIBILITIES

• Ensure proper credit card procedures are followed at all times, no payments processed over the phone and appropriate card details attached to every booking to include guest signature on registration cards.
• Ensure all billing is prepared and correct and that all ledgers are posted correctly.
• Have thorough knowledge of the building and actively sell the hotel and service offers.
• Adhere to all end of day banking procedures and z reports are completed daily.
• Ensure that regular stock inspections and rotations are carried out.
• Ensuring tills are both set up for the days business and report any systems problems to senior management.
• Collaborate with the Duty Managers to ensure that casual labour expenses and cost of sales are kept within budget.
• Is able to take corrective measures and actions to ensure highest possible profitability.
• Maximise revenue through proactive action rather than reactive.