Night Manager in Cambridge

Reporting to the Front Office Manager, you will be responsible for ensuring a smooth and efficient operation of the hotel during nights and its various departments, enabling the provision of hassle-free and quality service to our guests at all times. You are expected to be an ambassador for the hotel and the Hyatt brand and to represent the general manager and senior team when they are not present in the hotel. This role operates on 5 shifts a week, 2 days off.

Responsibilities

• Dealing with, supporting and coordinating with any emergency situation (fire, downtime, accident, breakdown or failure of hotel systems, lift entrapment, etc.).
• Complete Duty Management duties, relevant to day or night throughout the hotel with particular attention paid to lobby management, Food & Beverage outlets, Concierge and Front Desk Area.
• Strive to ensure a first-class initial impression of the hotel, and assist any guest-facing issues, or problems before, during or after their stay.
• Log any information in the DM log, in order to track and follow up on any guest issues, or any recurring or new problems arising.
• Responsibility for the overall care, hospitality and service given to our customers throughout their stay.
• Maintain communication with Housekeeping to ensure that hotel inventory is fully covered and all guest rooms are serviced and inspected.
• Ensure hotel inventory is continuously updated by Housekeeping and sufficient guest rooms of each type are always available for guests’ arrivals.
• Liaise with Chief Engineer / Duty Engineer regarding rooms OOO/OOS, and follow up on progress.
• Be highly visible in the hotel lobby and outlets, proactively approach guests and check for satisfaction.
• Ensure all guests receive prompt, efficient and courteous service and all requests and comments are followed up.
• Deal with all guest queries and complaints and ensure that all queries and problems are dealt with in a satisfactory manner.
• Be fully conversant with all matters relating to fire prevention, dealing with fire or bomb hoaxes and any other fire, life & safety-related matter.

What it looks like

• Be the “go to person” to ensure that we are taking care of our guests and teams’ well-being during the evening.
• Being an authority on local goings-on and inspiring guests with new ideas.
• Being a friendly face and go-to person for guests, contractors and visitors.
• Recruiting, onboarding and training top notch talent.
• Leading the Night House Host team and empowering them to own their role as face of the hotel.
• Coaching and being accountable for the front-of-house team, including rota management and setting SMART objectives.
• Encouraging open communication, including regular team meetings and one-to-ones with the Night House Host team and being part of wider team meetings.

Values you’ll share

• Courage to question, evolve and be human.
• Curiosity to seek out innovation, change and creativity.
• Confidence to challenge convention and look for better ways to do and be.
• Accountability and the desire to empower those around you.
• Freedom to be yourself at work, just as much as at play.
• Acceptance that perfection doesn’t exist and no one has a monopoly on good ideas.
• Recognition of humanity in yourself and others to learn fast, evolve and grow.

In return we offer you a competitive salary per annum, bonus scheme, holidays (including the option to buy more if you want them), wellbeing benefits (Cash Plan and an Employee Assistance Programme), free nights in our properties, excellent travel and development opportunities, awesome recognition schemes, pension (the tax efficient way), company sick pay and further benefits tailored to your individual needs.

About Edyn: Our vision is to create sanctuaries across European cities, which provide a sense of belonging to the free-thinking urbanite in all of us. Each of our brands - Locke, SACO and Cove - is firmly rooted in the local neighbourhood, offering vibrant experiences and connections which nourish and enliven the soul.