Banyan Tree Hotels & Resorts

Posted

Night Manager

About the job

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

To be an ambassador of the Front Office and of the hotel, in and outside the work place.
To ensure the efficient running of the night operations in the hotel.
To oversee directly the overnight ambassador of the hotel and indirectly the Front Office operations during the night, including the Reception, CID, Bell Desk, Concierge, Guest Relations, Business Center, Airport representatives, Drivers and Valet Parking, ensuring that the hotel standards and procedures are fully known and followed.
To ensure uncompromising levels of cleanliness and maintenance through each ambassador’s responsibility.
To ensure appropriate stock level for the smooth run of the night operations and to approve requisitions accordingly.
To ensure a proper use of the telephone etiquette as per Banyan Tree standards.
To ensure a proper coverage and supervision of all the sections at all times during the night.
To be present in the reception or lobby during check-in and check-out time or any event and to socialize with guests, playing a Public Relations role.
To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
To personally greet and escort the guests rather than pointing out directions.
To ensure that the privacy of the guests and the confidentiality of the information is respected.

To act as a representative of the Management when dealing with guest complaints or if a ambassador member is facing difficulties that she/ he cannot solve on her/ his own.
To manage any guest complaint in a professional manner by resolving it and making sure the guest is satisfied, and recording it.
To call the DOR for advice in serious cases or if an approval is required.
To be fully aware of and to report all guest comments or complaints.
To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.
To ensure that the night arrival lists are updated, transportation and airport services are scheduled and all the rooms are blocked according to guest requests and needs.
To ensure proper completion of all CID and local government requirements concerning hotel guests and files.
To implement and control the “Focus” and other financial and audit procedures.
To be aware of all VIPs visiting or staying in the hotel.
To ensure that the night departure lists are updated, check-out times are respected and that the transportation needs are scheduled.
To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction.
To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
To ensure the strict control of room keys and section keys.
To patrol in the hotel, implementing and following up daily check lists.
To assist in securing external guest accommodation should an overbooking occur.
To ensure that the opening and closing times of all the outlets are properly respected.
To have a sound knowledge of the local environment such as restaurants, and shopping areas or other points of interest within the city.

To ensure that all the safety and security procedures are well conducted during the night.
To ensure that all night audit functions are completed efficiently, and to daily review the night audit reports.
To assist in preparing forecasts and statistics.
To respect schedules, terms and deadlines as agreed with the Management.
To check that all ambassadors are aware of the outlet timings and promote the internal activities and events.
To check that all ambassadors are updated with the latest administrative, organizational, operational or other changes and news.
To be updated with the competitors’ offerings and rates.
To make regular room and public area inspections and liaise with the Housekeeping Department on deviation from standard set-ups.
To liaise with Housekeeping Department on the scheduling of rooms for maintenance programs.
To conduct a daily line up briefing with the supervisors on duty during the night to recapitulate tasks and activity.
To attend any inter-departmental meeting using this opportunity to review the operational standards and procedures during the night.
To report daily activity highlights with the Director of Rooms, including internal and external guest opportunities.
To assist the Director of Rooms in fulfilling administrative responsibilities and monitoring activities. To replace him whenever needed.

To entertain regular and potential clients.
To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.
To create an atmosphere of high morale and a happy working relationship among the ambassador during the night.
To conduct ambassador evaluations and surveys. To develop ambassador motivation and performance through action plans. To be involved in ambassador retention and satisfaction.
To ensure trainings and regular “refresher” courses are conducted and attended as scheduled.
To be entirely flexible and adapt to rotate within the different sub sections of the Rooms Departments.
To carry out any other reasonable duties as assigned by the Director of Rooms.
To be an ambassador of the Front Office and of the hotel, in and outside the work place.
To ensure the efficient running of the night operations in the hotel.
To oversee directly the overnight ambassador of the hotel and indirectly the Front Office operations during the night, including the Reception, CID, Bell Desk, Concierge, Guest Relations, Business Center, Airport representatives, Drivers and Valet Parking, ensuring that the hotel standards and procedures are fully known and followed.
To ensure uncompromising levels of cleanliness and maintenance through each ambassador’s responsibility.
To ensure appropriate stock level for the smooth run of the night operations and to approve requisitions accordingly.
To ensure a proper use of the telephone etiquette as per Banyan Tree standards.
To ensure a proper coverage and supervision of all the sections at all times during the night.
To be present in the reception or lobby during check-in and check-out time or any event and to socialize with guests, playing a Public Relations role.
To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
To personally greet and escort the guests rather than pointing out directions.
To ensure that the privacy of the guests and the confidentiality of the information is respected.
To act as a representative of the Management when dealing with guest complaints or if a ambassador member is facing difficulties that she/ he cannot solve on her/ his own.
To manage any guest complaint in a professional manner by resolving it and making sure the guest is satisfied, and recording it.
To call the DOR for advice in serious cases or if an approval is required.
To be fully aware of and to report all guest comments or complaints.
To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.
To ensure that the night arrival lists are updated, transportation and airport services are scheduled and all the rooms are blocked according to guest requests and needs.
To ensure proper completion of all CID and local government requirements concerning hotel guests and files.
To implement and control the “Focus” and other financial and audit procedures.
To be aware of all VIPs visiting or staying in the hotel.
To ensure that the night departure lists are updated, check-out times are respected and that the transportation needs are scheduled.
To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction.
To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
To ensure the strict control of room keys and section keys.
To patrol in the hotel, implementing and following up daily check lists.
To assist in securing external guest accommodation should an overbooking occur.
To ensure that the opening and closing times of all the outlets are properly respected.
To have a sound knowledge of the local environment such as restaurants, and shopping areas or other points of interest within the city.
To ensure that all the safety and security procedures are well conducted during the night.
To ensure that all night audit functions are completed efficiently, and to daily review the night audit reports.
To assist in preparing forecasts and statistics.
To respect schedules, terms and deadlines as agreed with the Management.
To check that all ambassadors are aware of the outlet timings and promote the internal activities and events.
To check that all ambassadors are updated with the latest administrative, organizational, operational or other changes and news.
To be updated with the competitors’ offerings and rates.
To make regular room and public area inspections and liaise with the Housekeeping Department on deviation from standard set-ups.
To liaise with Housekeeping Department on the scheduling of rooms for maintenance programs.
To conduct a daily line up briefing with the supervisors on duty during the night to recapitulate tasks and activity.
To attend any inter-departmental meeting using this opportunity to review the operational standards and procedures during the night.
To report daily activity highlights with the Director of Rooms, including internal and external guest opportunities.
To assist the Director of Rooms in fulfilling administrative responsibilities and monitoring activities. To replace him whenever needed.
To entertain regular and potential clients.
To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.
To create an atmosphere of high morale and a happy working relationship among the ambassador during the night.
To conduct ambassador evaluations and surveys. To develop ambassador motivation and performance through action plans. To be involved in ambassador retention and satisfaction.
To ensure trainings and regular “refresher” courses are conducted and attended as scheduled.
To be entirely flexible and adapt to rotate within the different sub sections of the Rooms Departments.
To carry out any other reasonable duties as assigned by the Director of Rooms.

Qualifications

Previous experience within a luxury hotel environment

Strong problem-solving skills and the ability to make key operational decisions under the guidance of the hotels standard operating procedures.

A proven track record and ability to provide high levels of service under pressure.

Exceptional communication and customer service skills, both written and spoken.

Additional Information

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Department: Reception

The company

About Banyan Tree Hotels & Resorts

The Banyan Tree Group is a leading international operator and developer of premium resorts, hotels, residences and spas, with a collection of award-winning brands. Banyan Tree offers a Sanctuary to rejuvenate the mind, body and soul in awe-inspiring locations around the globe. Rediscover the romance of travel as you journey to iconic destinations where authentic, memorable experiences await. Angsana brings the adventure back into travel whatever your age or reason to visit. Intertwining local chic and a vibrant fun-filled atmosphere, Angsana offers amazing destination playgrounds across the world. Cassia is a bold, new proposition in the extended-stay sector, offering stylish, cutting-edge hotel residences for holidays and business travel. Dhawa is a casual and contemporary full-service hotel fusing design, absolute comfort and seamless technology into a single stay experience. It curates a plethora of choices to achieve a truly customised stay.

As a leading operator of spas in Asia, Banyan Tree Spa is one of the key features in the resorts and hotels. Its retail arm Banyan Tree Gallery complements and reinforces the branding of the resort, hotel and spa operations.

Since the launch of the first Banyan Tree resort, Banyan Tree Phuket, in 1994, Banyan Tree has received over 1,800 awards and accolades for the resorts, hotels and spas that the Group manages. The Group has also received recognition for its commitment to environmental protection and emphasis on sustainability.

To date, the Banyan Tree Group manages and/or has ownership interests in over 45 hotels and resorts, 59 spas, 71 retail galleries and three golf courses in 25 countries. In addition, the Group currently has 14 hotels and resorts under construction, and another 23 under development.

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