Overnight Manager

Supporting Rooms Operations Team

Sets goals for the team in relation to guest tracking and productivity.

Understands and communicates strategies to enhance guest and employee satisfaction.

Aids in ensuring the team's capability to meet expectations.

Communicates with the team about guests' evolving needs and exceeds them.

Supporting Property Rooms Operations Function(s)

• Fulfills property-specific second effort and recovery plans.
• Publishes guest satisfaction results promptly, including guest satisfaction forms, comment cards, and guest letters.
• Takes proactive steps in addressing employee concerns.
• Ensures professionalism and courtesy towards both guests and employees.
• Updates employees on goals and results.
• Manages team scheduling against guest and occupancy goals.

Managing And Monitoring Activities That Affect The Guest Experience

• Provides exceptional customer service by being readily accessible and approachable for guests.
• Takes proactive measures in handling guest concerns.
• Extends professionalism and courtesy to guests.
• Responds promptly to customer service requests.
• Aids in ensuring team members adhere to hospitality requirements.

Assisting in Managing Profitability

• Participates in annual Quality audits with General Manager and Regional Director.
• Maintains a robust key control program.
• Understands financial statements, sales, and activity reports.
• Monitors performance data.