Night Manager

Description

• Implement and manage the hotel’s evening quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery, and problem resolution. Disseminate feedback from comment cards, guest satisfaction, and service failure measurements and coach accordingly.
• Recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
• Communicate both verbally and in writing to provide clear direction to staff.
• Assign and instruct evening hotel in details of work and act as an extension to operational leaders for the evening shift. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert, especially during emergencies and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
• Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
• Comply with attendance rules and be available to work regularly.
• Know the emergency procedures in the emergency manual at the front desk extremely well and ensure the team always follows procedures and protocols in the evenings.
• Work closely with the Hotel Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.

Perform any other job-related duties as assigned, including supervision of the food and beverage outlets, when needed during peak times. Additionally, will participate in the current MOD (manager-on-duty) program.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)