Company Description
The Savoy, a Fairmont Managed Hotel, is one of the world’s most iconic hotels. A renowned leaders in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.
Job Description

PLEASE NOTE THAT WE BELIEVE IN FLEXIBILITY AND MULTI-SKILLING, AND YOU MAY BE ASKED TO DO DIFFERENT TASKS FROM TIME TO TIME TO ENABLE US TO MEET THE NEEDS OF OUR GUESTS AND COLLEAGUES.

Additional Information

YOUR PURPOSE WILL BE:

You will be the night time guardian of the Savoy, overseeing all elements of the operation overnight. You will be responsible for ensuring the safety and enjoyment of our guests while setting the teams up for success the following day through overnight reporting and preparations.

YOU WILL BE ACCOUNTABLE FOR:

• Ensuring the health and safety of all departments and guests overnight, including implementing and enforcing safety protocols and emergency procedures.
• Ensuring all service standards are followed, maintaining the highest level of service excellence throughout the night shift.
• Overseeing the guest experience overnight and ensuring all guests receive a consistently high calibre of service, handling any guest concerns or issues promptly and effectively.
• Setting the whole Savoy team up for success through attention to detail, clear communication, and initiative, providing guidance and support to all departments during the night shift.
• Training, nurturing, and inspiring the team, specifically managing the performance of the night shift by conducting regular training sessions, providing constructive feedback, and fostering a positive and motivated work environment.
• Implementing effective communication channels to ensure seamless information flow between the night shift and other departments, promoting teamwork and collaboration.
• Collaborating with the Front Office Manager and other relevant stakeholders to develop and implement standard operating procedures and guidelines for the night shift operations.
• Conducting regular audits and inspections to monitor compliance with operational standards, identifying areas for improvement, and implementing corrective measures as needed.
• Managing resources efficiently, including staffing levels, inventory, and supplies, to optimise operational efficiency and cost-effectiveness.
• Keeping up-to-date with industry trends and best practices in night operations and guest experience, implementing innovative ideas and initiatives to enhance the overall guest experience.
• Handling any escalated issues or complaints during the night shift, providing effective solutions and ensuring guest satisfaction.
• Maintaining accurate records and reports related to night shift operations, including incident reports, guest feedback, and financial transactions.
• Continuously evaluating and improving processes and procedures to streamline operations, increase productivity, and enhance the overall efficiency of the night shift.

YOUR KEY RESPONSIBILITIES & CONTRIBUTION WILL BE:

• Coordinate and supervise all night shift operations, ensuring seamless communication and collaboration among departments.
• Act as the primary point of contact for guests during the night, addressing any concerns, resolving issues, and providing exceptional customer service.
• Implement and enforce security measures to ensure the safety and well-being of guests, employees, and the property.
• Conduct regular inspections of the hotel premises to identify and mitigate potential safety hazards or maintenance issues.
• Collaborate with the Front Office Manager to develop and implement effective training programs for night shift employees, focusing on service excellence, emergency procedures, and crisis management.
• Monitor and maintain accurate records of incidents, complaints, and any other relevant information during the night shift, ensuring proper documentation and follow-up actions.
• Maximize revenue opportunities by identifying upselling and cross-selling opportunities to enhance the guest experience.
• Foster a positive and supportive work environment, motivating and empowering the night shift team to deliver exceptional service.
• Stay updated with industry trends, best practices, and emerging technologies relevant to night operations and guest experience, implementing innovative ideas and improvements.
• Collaborate with the Reservations and Revenue departments to optimise room availability, rates, and occupancy during the night shift.
• Act as a liaison between different departments, fostering effective communication and problem-solving to ensure a smooth operation during the night.
• Respond promptly and effectively to emergencies, coordinating emergency response efforts and ensuring appropriate actions are taken.
• Continuously review and improve operational processes and procedures to enhance efficiency, productivity, and guest satisfaction.
• Demonstrate a proactive approach to guest service by anticipating guest needs, resolving issues before they escalate, and creating memorable experiences.
  Qualifications

WHAT YOU WILL NEED TO DO IN THIS ROLE?

• 3 – 5 years’ experience in the luxury hospitality industry
• Excellent customer service skills
• Highly organised with the ability to work independently
• You drive a high performance culture, setting clear expectations, empowering your team and holding them accountable
• You are a critical, strategic thinker, evaluating the changing context, challenging the way things are done and driving continuous improvement and innovation.
• You are a great role model, inspiring your team to strive for excellence. You create a positive and open culture, you show appreciation for others.
• You are able to execute a plan through the team, and are proactive in taking ownership to progress our strategic plans.
• You have high emotional intelligence being empathetic, self-aware, open minded, and you demonstrate humility.
• You are able to meet changing business needs, and initiate change, as well as demonstrating flexibility and embracing it. You manage change effectively with your team.
• You are able to work under pressure in a fast paced environment and confident in making important decisions
• Degree or diploma in hospitality management
• Knowledge of Opera