Night Manager

Nairobi - Kenya

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Main responsibilities

Performs Front Office Reception and Information operations applying the organisational structure defined by the Front Office Manager

Promotes the Pullman brand philosophy through his or her exemplary attitude behaviour uniform and excellent communication skills

Forms the link and interfaces between the hotels different departments and various points of reception. Is mobile

Takes care of guests from their arrival through to their departure

Contributes to guest satisfaction at all times by providing high quality services throughout their stay.

Promotes the hotels offers and helps meet the departments quantitative targets through his/her sales efforts

Customer relations

Contributes to guests sense of wellbeing and loyalty by establishing a warm and personalised relationship

Gives priority to guest relations while taking care to respect administrative procedures

Anticipates guests needs and takes them into consideration.

Handles guests requests for information and provides answers; puts them in contact with the appropriate people

Handles any customer objections comments or complaints; provides a response as soon as possible while the guest is still at the hotel

Promotes the use of the automated check in/ check out kiosks to guests and provides assistance

Collects and inputs information on guests to improve future visits to the hotel

Professional techniques / Production

Manages the flow of hotel customers keeping waiting times to a minimum

Makes the guests stay easier providing appropriate information and solutions to meet his/her needs

Takes care of the arrival and departure processes for guests in compliance with internal procedures

Informs guests about the formalities any particular conditions relating to their stay and the services available in the hotel

Handles phone calls

Passes on information as necessary to other departments (floor staff technical etc) and to other members of the department

Ensures that all guest documentation is up-to-date and available

Handles reservations for all points of sale as needed

Is the point of contact for information both destined for hotel customers and concerning them

Team management and cross-departmental responsibilities

Assures the interface between all hotel departments and service-providers if necessary.

Helps train and develop other members in the team Ensure that service standards are consistently exceeded Applies a flexible approach and uses own initiative whilst working in a proactive manner Ensure the smooth running of the shift whilst providing all members of the team with support and coaching

Commercial / Sales

Promotes the hotels range of services in order to increase sales

Applies and actively supports the hotels pricing policy in order to increase REVPAR

Promotes the brand and/or Group loyalty programme adapting the sales pitch to suit the guests needs

Encourages synergy within the marketplace by applying the inter-hotel coordination policy. Advises guests on potential trips to other Accor hotels

Conducts visits of the hotel and points of sale. Gives feedback to the Sales department

Management and administration

Respects procedures governing invoicing and cash operations

Manages the cash under his/her responsibility

Undertake administrative tasks

Hygiene / Personal safety / Environment

Ensures that the workplace remains clean and tidy
Knows and applies the hotels safety regulations (in case of fire etc)
Ensures the safety of people and property
Respects the hotels commitments to the Environment Charter (saving energy recycling sorting waste etc)

Additional Information :

Should be eligible to live and work in Kenya.

Remote Work :

Employment Type :

Full-time

Main responsibilities Performs Front Office Reception and Information operations applying the organisational structure defined by the Front Office Manager Promotes the Pullman brand philosophy through his or her exemplary attitude behaviour uniform and excellent communication skills Forms the link a...