Manager Complaint jobs in Newcastle NSW

Title: Night Manager

Position Overview:
To anticipate and meet the needs and desires of the hotel’s guests, to ensure that guests’ room requirements are fulfilled, to maintain the established high standard of service, and to adhere to the policies and procedures of the hotel. To co-ordinate and oversee the running of the hotel in the absence of the hotel Manager or the Guest Experience Manager with particular emphasis on assisting the management of operations within Front Office, monitoring hotel security and maximising the profitability of operations.
Our Vision is being leaders in creating experiences and properties that escape the ordinary.
Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities.
We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.
Our Goals
Growing revenue above market
Maximise assets
Business transformation
Our Values
Empowerment: We make it happen
Possibilities: We evolve and innovate
Community: We make the connection
Key Accountabilities
Act as the Manager of the Hotel overnight in the absence of the Hotel General Manager, Front Office Manager and Hotel Manager.
Anticipate and attend to the guest’s needs and desires immediately.
Offer a warm and friendly salutation to hotel guests as they enter and depart from the Hotel.
Check guests in and out with efficiency and friendliness and in accordance with the established Hotel procedural guidelines.
Process daily guest transactions and accounts accurately and efficiently.
Anticipate and meet guest needs and desires immediately as they occur during the night shift.
Ensure that all accommodation, food, beverage and miscellaneous revenue is properly posted.
To ensure that all cash, cheque, credit card, room charge, and charge back payments have been properly posted.
Accurately identify any discrepancy which exists between revenue and payments.
Ensure that the night audit process is completed thoroughly and accurately.
Being totally conversant with regard to all aspects of the Hotel’s computer system as they relate to specific night audit functions.
Liaising with accounts to ensure that the necessary information is being reviewed and recorded on a daily basis.
Ensuring that all cashiering policies and procedures are followed.
Ensuring that the necessary documentation exists to support all accounting and audit functions in the Hotel.
Responding to all guest comments and complaints with tact, diplomacy, urgency and a genuine sense of caring at all times.
Ensure the hotel is secured overnight in line with existing procedures.
Maintaining the established standards of service throughout the Hotel.
Maintaining consistent lines of communication with the Night Team.
Supervise the Night Auditor, Night Manager, Night Porters and any other non-managerial staff on shift.
Complying with all of the Hotel’s standard operational policies and procedures as outlined in the Team Handbook.
Participating in all Front Office communication and training sessions.
Having a full knowledge of, and practicing all of the hotel’s established workplace health and safety guidelines (WH&S).
Giving assistance to other departments or outlets when required.
Work with the Housekeeping, Reservations, and Maintenance departments, to ensure that the Hotel’s rooms are properly prepared for arriving guests.
Communicate any guest special request to the appropriate department(s) and follow up to make certain the request has been fulfilled in accordance with the guest’s wishes.
Promptly action all guest messages and facsimiles.
Communicate any pertinent guest comments, particularly guest complaints, to the Hotel management.
Be fully conversant with regard to all information on the area as a destination, the services available at and through the hotel, any special events taking place in the area.
Have a full working knowledge of all current room rates and packages available at the Hotel.
Book, update, amend and file all reservations accurately and in a timely manner.
Participate in all rostered theoretical and on-the-job training sessions.
Comply with all of the hotel’s operational policies & procedures.
Maintain a clean & safe working environment.
Ensure the protection and maintenance of all operating equipment
Complete all assigned opening and closing duties.
Performing any other duties as directed by the Front Office Manager.