Job Description

JOB DESCRIPTION - NIGHT MANAGER

MAIN DUTIES

Effectively manage the daily reconciliation of the Hotel's trading, including the checking and preparation of reports and statistical information in accordance with service standards and auditing procedures during the night shift. The Night Manager will also be responsible for the smooth and efficient running of the Hotel's overnight operations, whilst ensuring maximum guest satisfaction and the safety and security of the property.

GUEST SERVICE RESPONSIBILITIES

The Night Manager is the representative of Senior Management overnight.
The Night Manager will be the first point of contact if a guest wishes to speak to a member of the management team. In handling different situations, the Night Manager must exercise tact and diplomacy to resolve issues promptly, ensuring guest satisfaction while respecting the procedures and organisation of Sofitel SO Singapore.
Maintain regular communication with the Front Office Manager to report guest feedback, comments and issues, ensuring proper coordination and timely communication.
The primary area of responsibility is the hotel lobby. When not attending to specific duties, the Night Manager should remain visible in the lobby to coordinate overall lobby activities and engage proactively with guests.
Ensure all incidents are recorded in the Assistant Manager's Logbook. Contact the Front Office Manager in the event of an emergency.
Ensure the overall coordination of Front Office operations and provide assistance to all sections of the department.
Effectively perform and supervise the daily reconciliation of the Hotel's trading, including the preparation of reports and statistical information in accordance with service standards and auditing procedures during the night shift.
Ensure the smooth and efficient running of the Hotel's overnight operations, whilst maintaining maximum guest satisfaction and the safety and security of the property.
Perform the duties of the Night Manager in their absence.
Provide quality service by responding to guest requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
Manage all aspects of guest service during the night shift, in conjunction with or in the absence of the Night Manager.
Supervise and provide support to the hotel's Night Team.
Ensure reservation details for in-house guests are accurately recorded, including room rates, dates of stay and billing authorisation.
Ensure all incidents, inspections and discrepancies are properly recorded in the duty logs.
Maintain effective communication between hotel guests and all hotel departments, both verbally and in writing, as required.
Assist with screening reservation calls when required and ensure accurate and up-to-date information is provided.
Take every opportunity to promote hotel facilities and maximise sales through sound product knowledge and effective selling skills.
Carry out reception duties as required.
Ensure all Front Office standards and procedures are followed in accordance with Sofitel SO Singapore policies.
Achieve the targeted number of Le Club enrolments set by Sofitel SO Singapore.
Personally accompany a member of the Security team for any hotel safe opening, following the established security procedures. All actions must be recorded in the appropriate format.
In the event of a fire, ensure overall coordination in accordance with the established emergency procedures. In the absence of the Front Office Manager and Assistant Front Office Manager, immediately contact the appropriate personnel, ensure each team member carries out their assigned responsibilities and keep guests informed of the necessary safety measures.
Report any suspicious behaviour, unattended luggage or altercations to Security. All incidents must be recorded in the Assistant Manager's Logbook.
Treat guests and Heartists from all cultural backgrounds with respect, sensitivity and transparency.
Practise the Sofitel Vision and Values in daily operations:
- PASSION FOR EXCELLENCE - Our ambition and pleasure is to constantly strive towards perfection, excel in what we do and always push ourselves to achieve more.
- ESSENCE OF PLAISIR - Create a harmonious balance between the pleasure of feeling at home and the exquisite feeling of being elsewhere.
- SPIRIT OF OPENNESS - Embrace diversity as a source of richness, with an appreciation for cultural blends and a thirst for new experiences.
Refer to the Sofitel Brand Standards and ensure compliance at all times.
Perform any other duties as assigned by the Manager.