Night Manager

at  The Montcalm London Marble Arch

OVERVIEW

Montcalm Marble Arch is looking for a skilled and ambitious Assistant Night Manager to join our team. You will play a pivotal role by ensuring the highest levels of customer service are consistently being delivered to our guests.
Help to shape the Montcalm Collection’s next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.

ESSENTIAL QUALIFICATIONS AND ATTRIBUTES

• Bachelor’s degree or diploma in Hospitality or a related field is preferred.
• Minimum 2 - 3 years of experience in a hotel supervisory role, preferably in a luxury hotel environment. Previous night shift experience is a plus.
• Proficient in hotel management systems (e.g., Opera, PMS, POS).
• Strong leadership and team management abilities.
• High attention to detail and commitment to a luxury quality service,
• A friendly and approachable attitude with a genuine passion for hospitality.
• Impeccable grooming and presentation standards,
• Ability to work under pressure and handle challenging situations with grace.
• Flexibility to adapt to changing guest needs and preferences.
• Problem-solving skills with a focus on guest satisfaction.
• Strong organisational skills and multitasking abilities.
• Exceptional customer service skills with a passion for delivering a luxury guest experience.
• Excellent communication, problem-solving, and organizational skills.
• High level of professionalism, discretion and integrity.
• Fluency in multiple languages is a plus.
• Knowledge of financial procedures, including night audits.

• Assist the Night Manager in managing the overall operations of the hotel during the night shift, ensuring all departments function smoothly.
• Greet and assist guests with check-in, check-out, and any other requests throughout the night.
• Oversee front desk activities. Ensure accurate billing and proper accounting practices.
• Ensure Front Desk is always manned and available for the guests.
• Address and resolve any guest complaints or issues promptly and efficiently, ensuring guest satisfaction.
• Ensure VIP guests and other special requests are handled with utmost care.
• Oversee the smooth operation of the hotel during the night shift, including front desk, housekeeping, security, and other departments as needed.
• Ensure all operational procedures are followed, including night audits, cash handling, and system updates.
• Monitor room availability and ensure accurate recording of all transactions and guest information.
• Oversee the accuracy of guest billing and payment processes.
• Oversee the use and maintenance of front office systems (PMS, POS, etc.) to ensure accuracy and efficiency.
• Foster a positive work environment that encourages teamwork, professional development, and high employee morale.
• Manage and lead the night team, including front office staff, porters, housekeeping, and security personnel.
• Conduct nightly briefings with the team, assign tasks, and ensure staff are performing to the hotel’s standards.
• Provide training and support to night staff, fostering a positive and productive work environment.
• Ensure the safety and security of guests and staff during the night shift.
• Respond to emergencies and incidents, following the hotel’s protocols and procedures.
• Regularly inspect the property to ensure all safety standards are met and report any maintenance issues.
• Conduct nightly audits, ensuring all financial records are accurate and complete.
• Handle cash transactions, reconcile payments, and prepare nightly reports for the accounting department.
• Ensure full awareness of the hotel status and be prepared to take reservations to maximise the revenue.
• Deal with any potential book-out from and to our property.
• Assist with budget management by controlling costs and minimizing waste during the night shift.
• Maintain clear and effective communication with the day management team, providing a detailed handover of any incidents or important information.
• Liaise with other departments to ensure smooth transitions between shifts.
• Master the Fire Evacuation procedure and implementation.
• Train and coach night team members, so they are fully knowledgeable of their duties.
• Oversee the entire building, its cleanliness, operations and upkeep.
• Ensure shift meetings and handovers take place and relevant information is filtered down and up.
• Prepare and submit detailed reports on nightly activities, including guest feedback, incidents, and any maintenance issues that require attention.
• Handle any emergencies, such as fire alarms, medical incidents, or security breaches, in accordance with hotel protocols.
• Assist with administrative tasks as needed, such as updating guest records, managing reservations, and preparing for the upcoming day’s operations.
  This job description is designed to outline primary duties and conditions related to the Receptionist position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management.