Night Manager

JOB SUMMARY 

W Rome is casting for a Night Manager on duty to join the first W Hotel in Italy. Reporting to the Welcome Office Manager, the Night Manager on duty oversees all property operations during the overnight shift, ensuring that the highest levels of hospitality and service are provided. 

Represents property management in resolving any guest or property related situation during the night shift.  Manages the flow of questions and directs guests accordingly. Serves as Guest Relations Manager and handles the tracking of service issues. Personally, assisting in resolving any issues and completing tasks. Reviews end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.

W Rome redefines the luxury hotel scene of the Eternal City through its informal yet impeccable Whatever/Whenever service and trademark high energy. It is the perfect match for the duality of the Italian, between reverence for tradition and defiance of expectations, a magnetic social hub shedding light on the future of the Eternal City.

 

What we offer

•              Join the dream team of the first W Hotel in Italy

•              Professional career progression at international level in Marriott International

•              Learning and development opportunities online, on the job and in class

•              Discounts on hotel rooms, gift shop items, food and beverage

•              Disruptive management & motivated and engaging Talents

•              Charity events, Wellbeing activities through the TakeCare program

•              Canteen service and uniform

 

 

CORE WORK ACTIVITIES

Monitoring Property Operations

 

• Directs, monitors, and assists all overnight staff, by coordinating engineering and housekeeping, security and supporting food and beverage operations
• Coordinates the emergency overnight team and be the point of reference for any sort of emergency
• Understands and complies with loss prevention policies and procedures.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Participates as needed in the investigation of associate and guest accidents and reporting them into the relevant systems 
• Maintains a strong working relationship with all departments to support night property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Monitors and ensures compliance with all Guidelines to Operations 
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc
• Ensures all employees are in proper uniform and are properly groomed (grooming standards in employee handbook).
• Ensures employees are working in a safe environment
• Ensures guest tracking scores and employee opinion survey goals are achieved
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Sends copy of MOD night report to all departments on a daily basis.
• Strives to improve service performance.
• Ensures compliance with all policies, standards and procedures and conduct BSA audit for the welcome desk night agent on regular basis 
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

 

Manage Front Office Operations 

• Process all guest check-ins by confirming reservations in computer system (OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. 
• Assign room according to guest request and preferences whenever possible 
• Process check outs and secure payments 
• Process walk-ins reservations on behalf of the Reservations Supervisor 
• Ensure rates match market codes and that any exceptions are documented and include an explanation. 
• Ensure checks that come from outlets (e.g., gym, retail shop, F&B) are scanned and charged to room. 
• Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine. 
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key. 
• File guest paperwork or documentation
• Advise guest of any messages (e.g., voicemail, mail) received for them, and send to room if required. 
• Sell a room/accommodation to guests without reservations based on availability. 
• Ensures associates are cross trained to support successfully daily operations.

 

Managing the Guest Experience

• Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate wellbeing is preserved.
• Empowers associates to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Responds to and handles guest problems and complaints.
• Ensures associates understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Records guest issues in the guest response tracking system (GXP)
• Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate wellbeing is preserved.

 

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

 

Professional Experience

• Experience in the role in luxury or lifestyle hotels 
• English and Italian fluent speaker
• Ideally, knowledge of Opera, Empower, GXP 
• Passionate about standards and procedures

 

Explore our very big world

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

 

You’re welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,? begin your purpose, belong to an amazing global? team, and become the best version of you.