Night Manager- LSC

Are you a Customer Service Super Star…. WE NEED BIG STARS LIKE YOU!!!

Come be a part of an AWARD-WINNING TEAM.

Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team.  Valencia Hotel Group is a collection of hotels that are created for today’s passionate traveler, each of our hotels is intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond.

JOB SUMMARY

To act as the Manager on Duty during the graveyard shift ensuring maximum front office/night audit efficiency.

ESSENTIAL DUTIES & FUNCTIONS

• Operational Responsibilities

• Responsible for supervising overall night audit activities and adherence to the shift checklist
• Ensure that all charges of the day have been properly posted to the appropriate guest folio or master account
• Ensure that all guest charges have been balanced, and all appropriate reports have been run
• Check guests in and out
• Reconciles all Food and Beverage outlet postings
• Responsible for ensuring the posting of all banquet revenue in an accurate and timely manner.
• Responsible for the timely and efficient posting of all no-show revenue.
• Accept other special duties as required by management.
• Have a thorough understanding of hotel fire alarm and other emergencies procedures
• Responsible for assisting in supervision and performance of all Front Office-related operations and personnel
• Responsible to enter all daily data in Hotel Effectiveness system
• Complete all Duties given for Night Audit
• Ensure the quality of the environment is clean and up to standards
• Update information in the computer system as needed
• Follow checklist for required duties and timeliness
• Cashier functions and handling of cash
• Record all guest request items and deficiencies into the appropriate tracking system.

• Managerial Responsibilities

• Complete other duties as assigned by FOM
• Maintain integrity of cost controls and proper maintenance of assets
• Work with Hotel/Accounting Manager to monitor Front Office quality and Daily Revenue
• Supervise Overnight Valet team. Schedule/ disciplinary action and promotions.
• Supervise Hotel Overnight and monitor other departments
• Handle special projects and reports in a timely and consistent manner
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Create incident report for any guest, employees’ accidents, loss or damage of hotel property

• Guest Services
  • Trouble shoot basic maintenance concerns/ requests by guests and find solutions
  • Prepare for all guest requests, read arrival report and anticipate guest request.
  • Maintain quality control of service to be five-diamond
  • Handle guest situations with problem solving
  • Responsible for dealing with guest issues in a professional manner.
  • Responsible for responding to noise complaints made by guests with the support of hotel security.
  • Responsible for insuring accurate wake-up calls.
  • Answer questions and offer information and assistance
  • Communicate with other departments to fulfill guests’ needs

• Maintain an up-to-date knowledge of the surrounding attractions, restaurants, and all concierge services.
• Be aware of all daily meeting/events and their locations.
• May need to assist with parking/ retrieving guest vehicles
• Interact with other departments to ensure that guest needs are satisfied.
• Speak with guests in a friendly, warm manner, making them feel welcome to the hotel.
• To proactively work to seek out ways in which to improve the hotel experience for our guests

• Team Support and Training
  • Contribute positively to the team within the department
  • Participating in on-going training
  • Participate in mandatory meetings

• Communication and Reporting
  • Maintain regular attendance in compliance with Valencia Hotel Group (and its affiliates) standards as required by scheduling which will vary dependent upon the hotel’s needs
  • Follow up with guests to see that problems are resolved.
  • Complete thorough pass-on emails
  • Send out nightly report to the appropriate managers/ corporate accounting

• Safety & Compliance
  • Comply with Valencia Hotel Group (and its affiliates) standards and regulations to encourage safe and efficient hotel operations.
  • Respond to emergency situations calmly and effectively, per hotel guidelines.
  • Responsible for responding to emergencies and notifying senior management of any major incidents.
  • Handle confrontations with guests in a professional manner without the use of physical force.
  • Complete property walks during shift to ensure all safety protocols are met.

BASICS

• Maintain cleanliness and organization in all work areas
• Display courteous behavior with guests and team members
• Report any unsafe conditions immediately
• Ensure hotel equipment is in proper working condition
• Perform any additional duties assigned by the supervisor

Physical Requirements

• Standing/Walking: Constantly: At front desk on tile or carpet.
• Crouching (bend at knees): Frequently. When getting supplies from cabinets, picking things up from the floor, and loading the computer printer with paper.
• Stooping (bend at waist): Constantly. Getting keys, supplies, and doing paperwork on the front desk.
• Twisting (knees/waist/neck): Constantly. When working with several people at once; watching for guests; retrieving material.
• Reaching (overhead/extension): Constantly. Passing materials to guests over the front desk counter.
• Handling/Grasping: Constantly. Handling telephones, folios, files, fares, supplies, keyboards, grasping pens, telephones, and credit card.
• Pushing/Pulling: Average weight frequently 5 lbs. Maximum weight occasionally 20 lbs.
• Lifting/Carrying: Average weight frequently 5 lbs. Maximum weight occasionally 20 lbs.

Working Environment

• Interior of hotel in all areas of hotel. Exposure to hot and cold temperatures
• Non-climate-controlled Office
• Exterior of hotel with exposure to weather conditions
• Exposure to various hazardous chemicals

CANDIDATE PROFILE

Education and Experience

• High school or equivalent education required.
• Hotel Operations or Customer Service experience/ background preferred
• Communicate effectively with others
• Works productively with a team
• Effective multitasking skills
• Composure and patience under pressure
• Skilled in working with multiple computer programs and files

ESSENTIAL SKILLS AND QUALIFICATIONS

• Strong verbal and written communication skills
• Effective time management and problem-solving skills
• Proficiency in Stay N Touch PMS system is a plus
• Ability to work well with a team and demonstrate attention to detail
• Excellent organizational skills and interpersonal abilities

BENEFITS: 

• Medical, Dental, Life insurance
• Paid Time Off 
• Paid Community Service Days
• Click here to learn more

 Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer

Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.

Valencia Hotel Group has been named in Newsweek’s list of America’s Greatest Workplaces in these categories:

America’s Greatest Workplaces for Women 2024

America’s Greatest Workplaces for Job Starters 2024