Overnight Manager
Destination Hotels & Resorts - Chicago, IL

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Overnight Front Desk Manager


Oversee the functions of the Front Office and Front Office staff while providing a personal and courteous check in and check out for the guest. Develop, train, coach and lead staff to ensure optimum financial success, cleanliness, and superior customer service.


  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Motivates team members and establishes a productive working environment at the hotel.
  • Review the daily business levels, anticipate critical situations (walks) and plan effective solutions to best expedite these situations.
  • Coordinate breaks and assign work duties for staff.
  • Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
  • Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
  • Monitor the hotel front entrance and resolve any congested situations.
  • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
  • Monitor communication logs/emails and ensure that guest requests are followed up within specified minutes determined by property guidelines.
  • Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
  • Assist staff with their job functions to ensure optimum service to guests.
  • Assist guests with reports of lost/stolen articles, following hotel policy.
  • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
  • Ensure security of guest room access.
  • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
o Late charges

o Petty cash/paid outs

o Adjustments

o Posting charges

  • Analyzes reports and communicates information to staff and appropriate departments
  • Knowledgeable of hotel property, amenities and area attractions.
  • Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.
  • Maintains procedures for guest security and emergency procedures.
  • Strives to increase the level of guest satisfaction through associate development and quality image.
  • Responds quickly to guest requests or complaints in a friendly manner, taking the appropriate action to resolve matters. Follow up to ensure complete guest satisfaction.
  • Must communicate effectively with all levels of management.
  • Must be able to prioritize and delegate work as needed.
  • Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.
  • Operate all aspects of the Front Office computer system, including any maintenance requirements and report generation.
  • Ensure that pre-shifts and handover report (email) are done per department guidelines.
  • Make certain that the Daily Information sheet is filled out correctly and distributed to all employees.
  • Ensure all reports are printed daily and distributed to their respective departments.
  • Ensure that associates are at all times, attentive, friendly, helpful and courteous to all guests, managers and other associates.
  • Other duties as assigned.

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