Overnight Front Desk Manager

General Summary of Duties:

The Overnight Manager is responsible for directing and overseeing all hotel operations, as the manager-on-duty during the night shift to support the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Examples of Duties (includes but is not limited to the following):

• Ensure employees have current knowledge of hotel products, services, facilities, events, pricing and policies
• Oversee preparation of daily summary reports
• Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Manager On Duty for the hotel, handle guest concerns. problem solving, disturbances, special requests and any other issues that may arise
• Accountable for cash drawers at the front desk, house account maintenance, direct billing procedures, outlet posting and balancing outlets with the property management system
• Maximize room revenue and occupancy by reviewing status daily and using sell-out strategies. Analyze rate variances, monitor credit report and maintain close observation of daily house count
• Participate in required M.O.D. program as scheduled
• Resolve guest concerns, implement resolutions with appropriate service recoveries
• Attend monthly department meetings
• Assist with up-selling techniques to promote JW Marriott Nashville services and facilities to maximize room occupancy and overall revenue
• Perform additional duties and projects as assigned
• Monitor night activities of all departments, assisting and supporting the areas with the most need during the night shift
• Tour hotel interior and exterior to ensure the property and facilities are functional and presentable to established standards and safe for guests and team members
• Assist in the management of all Front Office operations to include, but not limited to; guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, systems use and management department management, policy and procedure implementation and enforcement and meeting participation and facilitation
• Provide support to night auditors on duty
• Assist in monitoring and assessing service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Know all safety, security and emergency procedures and how to act upon them. Be fully versed with statutory, fire, legal, health and safety procedures and take control in the event of an emergency. Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures.