Night Manager

THA_
- _Full Time_

**Position Overview**:
The Night Manager role involves a range of duties taking responsibility for the hotel operation. Ensuring we continue to maintain high standards of delivering stellar customer service to all of our guests in order to create memorable hospitality experiences throughout their stay, ensuring that "personalized service" is always at the forefront of everything we do during night time hours. The role includes ensuring security, night audit, requests for food and beverage, health and safety, cleanliness and cash handling procedures are completed professionally and reflect our Capella Bangkok values and standards. Serves as the manager for the hotel overnight.

**The Role**:

- Night Manager will represent the Management of the Hotel during the night hours on duty.
- Oversee and ensure smooth operation of the whole property. Being the key contact for any guest issues, be aware and able to enforce all fire safety procedures or any hotel emergencies to ensure guest satisfaction and safety during night time.
- Communicating with guests (handling complaints, collecting ideas on improving the operation, providing information, selling facilities, reporting any issue or damages and breakdowns and checking if repairs have been completed).
- The Night Manager has the responsibility to report all activity at night time in the manager logbook, take accurate decisions on the behalf of the management.
- In the event of serious matter, a call the Executive Assistant Manager, Rooms and the General Manager in case of emergency is a must.
- Responsible to the accurate completion of all operation documents and financial audit procedures; including Credit Limit Checks, Cashier Closures, Registration Cards and Correspondence, Rebates, Paid Out and will report any irregularity on the following day.
- To ensure to Perform Rate check before close day. Especially the close day process must be done correctly with accurate number of "No Show", "Rooms Occupied", "Complimentary Rooms" and "House Use".
- Ensure the immigration registration is done fully as per procedures established.
- To prepare of daily summary reports for management morning meeting.
- A complete handover must be conducted on a daily basis between Night Manager & House Managers.
- Be responsible for all Front of House operation team members including; Capella Culturists, Guest Services and Service Centers by providing training, supervise, oversee and supporting all team members in the daily operation to ensure we comply with all service standards, department policies, and operating procedures in the daily operation.
- Ensuring and providing flawless, upscale, professional and high-class guest service experiences to our guests throughout their stay.
- Maintain an image of professional service to all guests, team members and management.
- Be able to create and update SOPs in all Front of House areas according to Capella Bangkok's business and be able to suggest or make updates according to business requirements in order to improve efficiency of work.
- Being champion in PMS (Opera) and other appropriate IT systems; comfortable to perform, train, support and supervise all team members for all functions of usage.
- Be able to perform, train, support and supervise all team members with all process of personal check in, personal check out, billing instructions according hotel standard operating procedures.
- Monitor daily bookings, ensure room assignment and room readiness prior to guest arrival. Ensure all guests must be properly greeted upon their arrival, and special attention is provided to guests such as disabled, elderly, children, special occasion and VIPs.
- Oversee personalize check-in and personalize check-out procedures, including reservations and financial transactions. Also follows up in credit check report, liaise with credit manager.
- Be able to perform, supervise and oversee team members to provide recommendations and suggestions on transportation including arrangement and making reservations for guests.
- Being familiar with Bangkok city, to know everything you need to know about the city, stay updated on what's happening in town and be able to offer guests reliable and personalized suggestions about their requests e.g. local tourist spots, places to dine, shopping and sight-seeing. Be able to supervise, oversee and to conduct proper training sessions regarding this to the Capella Culturists and all team members.
- Network with management of popular clubs, bars and restaurants to build relationship on behalf of Capella Bangkok.
- Being knowledgeable on operator or call center etiquettes. Be comfortable to train, support and supervise all Service Centre members on a daily operation for all function's usage. Be able to improve telephone handling and other procedures productivity at all times.
- Maintain an up to date knowledge of the hotel daily services, activities, promotions, and events. Communicate this to all Front o