Night Manager

**Additional Information**
**Job Number**24210870
**Job Category**Rooms & Guest Services Operations
**Location**W Rome, 26/36 Via Liguria, Rome, Italy, Italy, 187
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

**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
- 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