Night Manager - Aman Nai Lert Bangkok
Job Description
Location Overview
Join our team in Aman Nai Lert. Amid the skyscrapers of central Bangkok, Thailand’s first urban Aman hotel and residences will rise from the verdant sanctuary that is Nai Lert Park. Here, history and nature will come together to tell a new Aman story, one entwined with the exceptional legacy of Thailand’s revered Nai Lert family.
Scope of Work:
The Night Manager role involves a range of duties, taking responsibility for the hotel operation. Ensuring to maintain high standards of delivering stellar customer service to all our guests to create memorable hospitality experiences throughout their stay, ensuring that “personalized service” is always at the forefront of everything we do during night hours. The role includes ensuring safety and security in accordance with the policies, standards, and guidelines established by the hotel and the corporate office. In addition, Night Manager acts as Management representatives during the overnight shift and all concerns will be directed to the Night Manager, being the key person for all overnight staff.
Responsibilities and Duties:
Please note that this is not an exhaustive list of everything that needs to be done. Aman employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:
General:
To ensure that the Brand is protected, to ensure that all business partners and guests are surprised and delighted by their on-property experience, in the best traditions of the Aman culture.
To represent the Management of the Hotel during the night hours on duty.
To perform all duties with discretion, professionalism and a pleasant demeanor.
To maintain an image of professional service to all guests, team members and management.
Operational:
To operate the Front Office with efficiency and professionalism and with profitability on the overnight shift:
To be responsible for the accurate completion of all operation documents and financial procedures; including credit limit checks, cashier closures, registration cards, rebates, and paid out as well as to ensure that any irregularity is on the following day.
To have complete knowledge of Aman’s standard operating policies and procedures for the Front Office.
To ensure a warm and genuine arrival and departure experience.
To personally welcome guests in all VIPs as well as repeat guests.
To ensure standards are maintained and delivered.
To communicate standards of service to team.
To ensure that the team has a full knowledge of packages and promotions available to guests.
To communicate guest preference information to operational departments.
To ensure that the Night Audit process is carried out successfully.
To ensure that all reports related to Front Office operations and Thailand’s regulations are completed according to the required timeline.
To ensure and to provide flawless, upscale, professional and high-class guest service experiences to our guests throughout their stay.
To maintain an up-to-date knowledge of the hotel daily services, activities, promotions, and events.
To have a thorough understanding of all guest room features, amenities, in room facilities, hotel venues and emergency procedures; and orienting guest during escorting all guests to their rooms.
To oversee personalized check-in and personalized check-out procedures, including reservations and financial transactions.
To be flexible as the job changes and be able to work flexible hours, including weekends, holidays and evenings if necessary.
Leadership:
To maintain department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy.
To supervise and guide all staff to ensure that hotel policies and procedures are adhered to.
To create a positive and highly motivated working environment that promotes and develops teamwork.
To be able to perform, train, and support all team members with all processes according to hotel standard operating procedures.
To provide inspirational leadership, clear vision and direction to team members to ensure delivery of the brand promises and vision in order to craft truly amazing experiences for our guests and team members.
To empower team members to take responsibility for their jobs and goals. To delegate responsibility and expect accountability.
To provide effective performance feedback through team member recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
To provide direction that are aligned with departmental and hotel objectives.
To review the values of Aman and to communicate them to the team regularly.
To implement and manage structured training programs for the department.
To perform and conduct regular training sessions (e.g. daily, weekly or monthly) to team members to maintain stellar standard of services and track the progress of weekly, monthly, quarterly and yearly goals.
To empower team members to take responsibility for their jobs and goals. Delegate responsibility and expect account ability and regular feedback.
To ensure that the team provide flawless, upscale, professional and high-class guest service experiences to our guests throughout their stay.
To be the key contact for the team for any guest issues, performing as the representative of the Front Office Managers team when they are not available.
To provide effective performance feedback through team member recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
To be the role model and promote a “one team” mindset and encourage a culture of cross functional working with our guests in mind, so that we are able to deliver the ideal end to end guest journey experience.
To develop strong communication channels among team members.
To ensure integrity and confidentiality of information at all times.
Safety and Security:
To ensure maximum safety of guests and employees during emergencies. The protection of the hotel’s interest must be of major concern to him/her.
To act as one of the Emergency Response Team upon emergency/disaster.
To be familiar with available emergency services and the fastest way to obtain them.
To ensure that the Hotel Manager and the General Manager are reported for further procedures required in the event of a serious matter.
Other responsibilities:
To maintain a full working knowledge of the IT support tools used in the world of front office today, including property PMS, the Microsoft Office toolset.
To be able to create and update SOPs in all Front Office areas according to the business requirements to improve efficiency of work.
To act as the Champion of cashiering functions by liaising with the Finance team in order to gain mutual agreements on operational procedures and to ensure that the team follows them accordingly.
To ensure that all administrative work is processed quickly and efficiently.
To perform other duties and responsibilities as assigned by the direct manager.
Qualifications:
Minimum 2 years in Front Office or Night supervisory roles in a luxury hotel
Minimum 1 year as Night Manager in a similar hotel