Night Manager (W/M)

The Duty Manager provides the necessary guidance and leadership for managing the daily Front Office operations and delivering on this promise to our guests. Holding a discerning eye towards maintaining exceptional operational standards at the front desk and switchboard, this is a key role in the departmental structure. You will take great pride in ensuring our operation has a guest centred focus in everything that we do and foster a supportive and engaging environment for the Front Office team to provide this. As the Manager on Duty, the role requires a courteous and efficient manner in dealing with guest’s complaints and ensuring issues are adequately resolved in line with exceeding our guest’s expectations.

Responsibilities

• Operation: To assist the Front Office Manager in efficiently managing the department according to established team goals and standard operating procedures.
• Ensuring that the team are providing a professional and courteous service to our guests, whilst maintaining LQA standards across the Front Office and Switchboard.
• Taking, recording and resolving guest complaints, inquiries or concerns in a courteous and efficient manner.
• Ensuring that appropriate follow through is made and ensuring that problems are resolved and expectations are exceeded.
• Supervision of all front office employees, ensuring their daily tasks are carried out with a high level of efficiency and professionalism.
• Additional responsibilities in absence of line manager or senior employee.
• Performs other duties as required or assigned including working in a different department or restaurant than usually assigned.

Leadership

• Ensuring composure under pressure and providing leadership and guidance to the Team when required.
• Actively encouraging and promoting employees to be creative and innovative, whilst recognising them for their contributions to the success of the operation.

Health and Safety

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statutes and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Profile

• Contribute towards setting up and implementing standards and objectives in line with the broader Raffles vision.
• Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
• Well developed technical and computer skills.
• A proven track record and ability to provide high levels of service under pressure.
• Exceptional communication and customer service skills, both written and spoken.
• An understanding and willingness to contribute to a 24h operational schedule when required.
• Experience with OPERA PMS, Alliants, Knowcross and Alcatel PBX or equivalent systems.
• A degree in Hospitality Management from an accredited educational institution.
• Minimum of two years’ experience as a Duty Manager, Night Manager or Reception Supervisor within a luxury hotel environment.
• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.