Night Manager
Hyatt
- Brisbane, QLD
- Permanent
- Full-time
- Manage, train, support and communicate with the hotel team in delivering excellent customer service and adhering to hotel polices & procedures.
- Observes service behaviors of team members and provides feedback to individuals and/or supervisors. Continuously strives to improve service performance.
- Support the team with change and communicate new policies throughout the hotel.
- Demonstrates and communicates drivers of guest satisfaction; ensures core elements of the service strategy are in place to produce the desired results.
- Handles guest complaints with patience and in the most professional manner, ensuring the matter is resolved and reported. Follows up with guest complaints to maximize satisfaction and improve services and operations of hotel to reduce future occurrences.
- Manage the distribution of daily duty log and guest incidents.
- Compile & review daily report/logs and contingency lists. Complete and close cashiers, credit card reconciliation & PM Master Accounts
- Process all payment types, vouchers, paid-outs and charges. Balance and drop receipts.
- Comply with cashiering policy and procedure standards. Responsible for the cashiering accuracy and training of team members liaising with Finance to ensure standards are adhered to and controls maintained as per audit requirements.
- Managing the Hotel’s responsibility in relation to Liquor Act.
- Be familiar with property safety, first aid and fire and emergency procedures, as Chief Warden. Ensures property is safe & secure facility for guests and team members and ensures execution of hotel emergency procedures.
- Minimum of two years front desk experience in a hotel property of similar size and quality
- Minimum of one-year supervisory experience
- Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
- Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
- Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
- Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
- Hold a valid Open drivers license
- Previous experience with Opera is advantageous
- Ability to work overnight shift (11pm – 7am)
- Unrestricted working rights in Australia
- Knowledge of accounting principles