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Kempinski Hotels

Night Manager Rooms Division, Front Office & Guest Services

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Description
The Night Manager is responsible for leading and managing all sections of the Hotel during the night in order to ensure the highest level of Security, standards of service in accordance with the policies, procedures and Kempinski Standards.  
They are responsible for the smooth running of the hotel operations during the night.


Key Responsibilities

  • Security and comfort of guests is ensured at all times.
  • Revenues, Expenses and Profit are closely monitored and budgeted figures (over)-achieved.
  • Day end closing is done properly.
  • Financial Policies and Procedures are supported and followed.
  • LQA (Leading Quality Assurance) audit results are 85% and above.
  • CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
MAIN RESPONSIBILITIES
  • Direct Hotel- and Front Office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs.
  • Train, develop and manage the performance of direct subordinates to ensure the efficient running of front office operations.
  • Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling, reinforcing the late charge policy to maximize REVPAR.
  • Handle all customers’ complaints occurring during the night to ensure their satisfaction and proper documentation.
  • Greet VIP guests upon their arrival and escorts them to their room.  Establish good rapport and offer assistance for the duration of their stay.
  • During sell out nights, deal with overbooking situations in the most professional and diplomatic matter in order to keep the degree of possible dissatisfaction of guests inconvenienced by the situation as low as possible.
  • Patrol the hotel at least twice per shift to ensure that the hotel is clean, tidy, safe and that all is in proper order.  Take corrective actions if necessary.
  • Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all Front Office team members are able to answer guest requests and questions.
  • Report on the hotel log book all guest complaints, relevant incidents and matters that need follow up the next day, to ensure consistency and guest satisfaction.

About Kempinski

Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please, educated to entertain, and we never compromise on the European elegance of service. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential. 
Embrace an experience as individual as you are!
Kempinski Hotels
Kempinski Hotels
Hospitality Travel

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