Night Manager

Mandarin Oriental Bosphorus İstanbul

Duties & Responsibilities

• To observe and ensure all colleagues are performing their duties in accordance with established hotel policies and procedures.
• To maintain complete knowledge of:

·       All hotel features/services, hours of operation and concepts.

·       All hotel restaurant food concepts, menu price range, dress code and ambiance.

·       All hotel catering events and restaurant covers.

·       All hotel room inventory, daily occupancy, rate structure, targeted monthly and annual revenues, and monitor daily house count and expected arrivals/departures (in particular VIPs).

·       Guest loyalty program.

·       Guest VIP amenities and preferences delivery.

·       Different listing issued by switchboard are reviewed / up to date and accurate.

• To be responsible for the inspection of all VIPs accommodations ensuring all details are captured based on guest preferences.

• To perform all functions in all FO divisions when needed.
• To constantly monitor scores of LRA, LQE, MOQA, TRUST YOU and all other audits and implement necessary actions.
• To ensure arrival and departure experiences are as per standard.
• To make sure the daily operation is smooth at the Front Office sections.
• To ensure staff punctuality, uniforms, equipment, personal hygiene and grooming standards.
• To ensure guest feedbacks and comments are handled or monitored until full guest satisfaction is achieved or beyond.
• ETA’s and ETD’s to be collected on a daily basis for the next day in order to provide luxury arrival and departure experiences.
• To ensure next day’s departing guests’ folios are checked, necessary back-ups’ attached.
• Always ensure that there is a seamless and top luxury arrival and departure experiences to hotel guests.
• To prepare Action Plans if required by the hotel management.
• To train the team, test standards, complete refreshment operational and brand trainings with classroom setup, daily operational QA checks and role plays.
• To maintain updated knowledge of colleagues Career Development.
• To lead staff training and development, ensuring the highest level of guest and employee satisfaction.
• To prepare employee rosters in accordance with business requirements, always ensuring flexible service to our guests with sufficient staffing in all areas appropriate to operational demand.
• To monitor the correct billing of revenues, cash control, float balances and credit balances of guest in-house. 
• To lead in the event of an emergency and ensure procedures are followed and respected based on Safe and Sound program.
• To posses’ working knowledge of all computer systems (INFOR, Key Systems, HotSOS etc.).
• To handle the INFOR system; ensuring correct data inputting and maintenance, to control access levels, to issue passwords and to change configuration.
• To follow HotSOS ticket escalations and alert necessary departments.
• Check through the day arrival report and ensures that the necessary preparations are done by respective departments.
• Check all public areas and colleague areas for any irregularities and cleanliness report findings to relative departments when necessary.
• Check on the working condition of elevators, lobby lights, air conditioning, in-house music and other hotel equipment.
• Check daily event order and ensure that the necessary signboards and arrangements are done.
• Assist in all areas (especially operational departments) if needed.
• Aware of the joint responsibility for the safety in our hotel and abides strictly by all the safety instructions.
• Follows the night shift reservations and welcomes/farewells all arrival/departure guests. Escorts ALL VIPs to their rooms or to their departing vehicle.
• Welcome VIPs on behalf of the Hotel Management including Venue (restaurant etc.) VIPs.
• To lead staff training and development, ensuring the highest level of guest and employee satisfaction at night shift.
• Check through the night arrival report and ensures that the necessary preparations are done by respective departments.
• Prepares Daily Night Manager Report of previous day and shares with respected departments on a daily basis.

Requirements:

·       Minimum 5 years’ experience in a similar capacity in a luxury hotel environment with 3 years at managerial level.

·         Must be a self-starter, coach & mentor who can inspire the team to perform their best

·         High level of integrity, enthusiasm, dedication and support for continuous improvement

·         Flexible management style to meet challenge of a changing work environment

·         Advanced level of Turkish and English

·         Preferably a third language 

·         Post-Secondary education

·         Good Operational knowledge

·         Good organizational skills

·         Good level of engagement with guests.