Night Manager

• Performs Front Office, Reception and Information operations, applying the organisational structure defined by the Front Office Manager
• Promotes the La Maison brand philosophy through his or her exemplary attitude, behaviour, uniform and excellent communication skills
• Forms the link and interfaces between the hotel's different departments and various points of reception. Is mobile
• Takes care of guests from their arrival through to their departure
• Contributes to guest satisfaction at all times by providing high quality services throughout their stay.
• Promotes the hotel's offers and helps meet the department's quantitative targets through his/her sales efforts
• Contributes to guests' sense of wellbeing and loyalty, by establishing a warm and personalised relationship
• Gives priority to guest relations, while taking care to respect administrative procedures
• Anticipates guests' needs and takes them into consideration.
• Handles guests' requests for information and provides answers
• puts them in contact with the appropriate people
• Handles any customer objections, comments or complaints
• provides a response as soon as possible while the guest is still at the hotel
• Promotes the use of the automated check in/ check out kiosks to guests and provides assistance
• Collects and inputs information on guests, to improve future visits to the hotel
• Manages the flow of hotel customers, keeping waiting times to a minimum
• Makes the guest's stay easier, providing appropriate information and solutions to meet his/her needs
• Takes care of the arrival and departure processes for guests in compliance with internal procedures
• Informs guests about the formalities, any particular conditions relating to their stay and the services available in the hotel
• Handles phone calls
• Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the department
• Ensures that all guest documentation is up-to-date and available
• Handles reservations for all points of sale as needed
• Is the point of contact for information both destined for hotel customers and concerning them
• Assures the interface between all hotel departments and service-providers if necessary.
• Helps train and develop other members in the team
• Ensure that service standards are consistently exceeded
• Applies a flexible approach and uses own initiative whilst working in a proactive manner
• Ensure the smooth running of the shift whilst providing all members of the team with support and coaching
• Promotes the hotel's range of services in order to increase sales
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy. Advises guests on potential trips to other Accor hotels
• Conducts visits of the hotel and points of sale. Gives feedback to the Sales department
• Respects procedures governing invoicing and cash operations
• Manages the cash under his/her responsibility
• Undertake administrative tasks
• Ensures that the workplace remains clean and tidy
• Knows and applies the hotel's safety regulations (in case of fire etc)
• Ensures the safety of people and property
• Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)

Should be eligible to live and work in Kenya.