Ace Hotel Chicago Chicago, IL, USA
Feb 25, 2020Full time
SUMMARY The Overnight Manager provides quality and efficient service to guests and employees through the daily management of the overnight team, including front office, housekeeping, security and outside contracted services that work the night shift. Responsible for ensuring the completion of the daily financial and systems audit checklist. Additionally responsible for the safety and security of the hotel, and serving as the Manager on Duty for any issues that arise during the night. CORE FOCUS & ESSENTIAL RESPONSIBILITIES Qualified candidates must be able to satisfactorily complete the following responsibilities. Other duties may be assigned. Provide daily direction and communication to employees so that guest's service needs are met in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. This position is also responsible for suggesting methods to improve operations, efficiency and service to both internal and external guests. Provide performance feedback and coaching on a regular basis to each team member. Assist the Front Office Manager in writing and administering performance reviews for overnight team. Be available for employees or guests that experience problems or challenges, providing appropriate coaching, counseling, direction and resolution utilizing all resources available. Ensure employees have appropriate training and other resources to perform their jobs. Create and maintain high quality work environment so team members are motivated to perform at their highest level. Address disciplinary and/or performance problems according to company policy. Prepare Coaching and counseling documentation and communicate effectively with employees on corrective action and make effective/appropriate decisions relative to corrective action as required. Perform and train employees on Check in / Check out and audit procedures according to Ace standards. Communicate all guest service requests to the appropriate departments if the front office is unable to fulfill the request personally. Laterally assist other departments in meeting guest service needs as necessary. Serve as the Manager on Duty and primary point person for the third shift. Ensure all safety and security measures and procedures are followed and are in place. Oversee nightly audits, including carefully scrutinizing transactions, providing notes & follow up, closing and rolling the dates for the hotel. Ensure adherence to all appropriate reporting schedules and checklists; including, but not limited to: opening checklists, closing checklists, inventory, room assignments, etc. Master all areas of the Front Office operations including Opera, Synxis, Interfaces, Hotel Expert, POS, third party portals, etc. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, and other forms of payment. Post/adjust charges to guest rooms and house accounts. Continuously communicate any pertinent information with the Front Office Manager and any other senior members of Management as necessary in order to ensure all staff is advised of any situation that may affect the hotel. Ability to 'step in' when needed to assist in reservations, front desk duties or other rooms issues that arise when the Front Office Manager and General Manager are not available. ESSENTIAL QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to satisfactorily communicate in verbal and written English with guests, management, and co-workers to their understanding. Additional foreign language preferred. Prioritize and organize work assignments, have timely follow up and execution. Have superb time management skills. Maintain complete knowledge of all hotel services/features and hours of operation. Other language, mathematical, and reasoning abilities. Ability to comply with physical demands. Knowledge and understanding of Atelier & Ace Culture & initiatives Technologically sound with Microsoft Office applications. Ability to compute basic mathematical calculations. Flexible schedule required which includes weekends and holidays. REQUIRED EDUCATION and/or EXPERIENCE Must have minimum 12 months of experience in a supervisory role in the Front Office. Additional hotel experience preferred. College degree preferred.