Hotel Nights Manager

As the Night Manager for Bloc Hotel Gatwick, you will be passionate about hospitality, well organised and a hands-on manager with excellent attention to detail. You will be responsible for ensuring the department is staffed in accordance with the needs of the business and maintaining the highest levels of team training, auditing and customer service. You will be highly motivated and adaptable to the rapidly changing demands as well as capable of responding to dynamic priorities and inevitable challenges.

Responsibilities include

• To be the main principle contact for all guests and ensure the customer experience is second to none, to deal with any complaints or grievances and inform the Reception Manager of the action taken, involving the Cluster General Manager where necessary
• To uphold the highest level of attention to detail when overseeing the completion of the night auditing process.
• To balance and bank cash in accordance with the Company Policy
• Be able to prepare and generate reports for the Cluster General Manager, Reception Manager and other Senior Members of the Bloc Team
• Maintain the security of the hotel during the night and be responsible for the safety of the hotel guests
• Manage and maintain administration of all reservations during the night shift
• Management of the night team, ensuring compliance with the relevant regulations, policies and procedures, conducting regular spot checks and ‘on the job training’ to agreed standards
• To conduct regular job chats for the night team in accordance with the company’s set policies and procedures.
• Lead in the ongoing recruitment, training, and development of the night team.
• To assist in the administration of the night team including rotas, timesheets, month end, and monitoring the staff timekeeping on a daily basis.
• To attend all relevant briefings and training sessions.
• To work and promote Health and Safety matters that does not harm or injure one-self or others.
• To anticipate possible/any probable hazards and notify the Reception Manager.
• Respond to and resolve guest queries, complaints and issues, involving the Reception Manager and/or the Cluster General Manager if needs be.
• To maintain adequate levels of related stock at all times completing monthly stock takes and completion of POs/orders.
• Carry out regular Duty Manager shifts where required and attend relevant management meetings as required.

About you:

We’re looking for someone who lives and breathes customer service and thrives on going above and beyond.

You’ll also have:

• Previous experience in a customer-facing night role.
• Able to work evenings and weekends.
• Dedicated to detail with an ability to handle multiple tasks at once.
• A positive ‘can do’ attitude with excellent problem-solving skills.
• Inclusive and collaborative, sharing responsibility and accountability for success