Night Manager - Best Western Gateway - Orlando, FL

Purpose

Represent Executive Offices to hotel guests and associates. Handle guest complaints. Respond to emergency situations. Inspect hotel public areas and monitor hotel associates to ensure compliance to all procedures established by management.

Examples Of Duties/Essential Functions

• Respond to hotel emergencies immediately in a calm and effective manner consistent with hotel emergency procedure policy. Response could involve but is not limited to running up/down 10 flights of stairs past and around obstacles. Color vision is critical in determining nature of the alarm.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve any problems that may arise. Maintain a professional appearance and demeanor at all times. Remain calm and alert especially during heavy hotel activity involving working rapidly and effectively undertime pressure for 8 consecutive hours.
• Monitor hotel staff in all departments to ensure that all procedures are being adhered to as established by management. As necessary, step into operating department and delegate or physically participate in duties essential to expediting problems and delays most effectively. Utilize computer system to access and input information. Activities involve lifting and or moving heavy objects, walking/standing for long periods and working in undesirable conditions. (See abilities).
• Inspect all physical aspects of the hotel's appearance on a continual basis in accordance with standards established by hotel management. Inspections require, but not limited to, bending, stooping, reaching, climbing and kneeling. Immediately report all safety hazards or items in need of attention to appropriate departments.
• Handle noise complaint, credit problems, associate conflicts, guest relocation, and rejection of undesirable in conjunction with hotel security force utilizing diplomacy and good judgement.
• Regular attendance in conformance with the standards, which may be established by SPRINGBOARD from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Other

• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. Upon employment, all associates are required to fully comply with SPRINGBOARD rules and regulations for the safe and efficient operation of hotel facilities. 

NON-ESSENTIAL FUNCTIONS: 

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

• Perform special projects and other responsibilities as assigned. 
• Participate in hotel committees, MOD program and task force assignments. 
• Assist the Front Office Manager in all areas requested and act in his/her place during his/her absence
• Greet and escort VIP guests to accommodations
• Handle Cash
• Handle Security dispatch/guest hotline calls as required in order to accommodate guests in a timely manner
• Inspect guest rooms in order to inventory specific amenities, and to ensure standard compliance
• Compile reports regarding hotel incidents, accidents, etc.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to use computer keyboard, telephone, and electronic equipment to meet requests effectively.
• Ability to communicate all significant incidents/accidents in clear English language, utilizing excellent business writing skills.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger and collect accurate information and professionally resolve problems.
• Considerable knowledge of all departments' functionality, hotel facilities/services, as well as city and current events.
• Excellent verbal communication skills.
• Good hearing and visual ability in order to detect signs of emergency.
• Ability to grasp, carry, and operate hand held communication device weighing 5 lbs. for up to 8 hours consecutively.
• Ability to walk/run up/down 10 flights of stairs past/around obstacles and walk or stand for 8 consecutive hours.
• Ability to stand/walk outdoors in conditions of extreme heat or cold, fumes, dampness, noise and slippery surfaces; bending, stooping, kneeling, reaching and climbing.
• Ability to push/pull cart/table weighing up to 150 lbs.; grasp, lift to waist and carry items weighing up to 50 lbs.

QUALIFICATION STANDARDS

 Education: High school diploma required. Or equivalent 5 years or more of experience.

 Experience: Prior hotel experience required. Prior supervisory experience preferred.

 Licenses or Certificates: CPR Certification and First Aid training preferred.

 Grooming: All associates must maintain a neat, clean and well-groomed appearance (specific standards available).

 Other: Additional language ability preferred

OTHER PERSONNEL ISSUES: 

• Abide by payroll policies, procedures (punch in/punch out), Meals and Rest Periods policy and Hotel Equities Rules of Conduct.
• Demonstrate a working knowledge of all hotel safety and security procedures as required maintaining a secure and safe environment for associates as well as guests.
• Report any unusual occurrences and/or request to the General Manager.
• Read and abide by all the regulations and rules of conduct stated in the associate handbook.

Benefits at a Glance

• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• Matching 401(k)
• Employee discounts
• Flexible spending account
• Life insurance
• Parental leave
• Referral program

We Are

 Hotel Equities is an award-winning hospitality company with a diverse culture and a unique environment that empowers our team to exceed guests' expectations and make a distinct difference in people's lives.

At Hotel Equities, we have redefined business culture and captured it in our core values. From our Atlanta-based headquarters throughout all of our hotels, these values aren’t posted on a wall and are ignored. They define who we are and how we conduct ourselves with investors, guests and one another.

Hotel Development Company | Hotel Equities

EOE/DFW

Please note that this job description is not an exclusive or exhaustive list of all functions that a Night Manager may be asked to perform