Night Manager - French speaking

Night Manager - French speaking

Application Deadline: 31 August 2024

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Djibouti - Djibouti

Reporting To: Front Office Manager

Description

SCOPE

The Night Manager is responsible for leading and managing all sections of the Hotel during the night in order to ensure the highest level of Security, standards of service in accordance with the policies, procedures and Kempinski Standards.

They are responsible for the smooth running of the hotel operations during the night.

OVERALL OBJECTIVES

The job of the Night Manager is executed satisfactorily when:
• Security and comfort of guests is ensured at all times.
• Revenues, Expenses and Profit are closely monitored and budgeted figures (over)-achieved.
• Day end closing is done properly.
• Financial Policies and Procedures are supported and followed.
• LQA (Leading Quality Assurance) audit results are 85% and above.
• CSS (Customer Satisfaction Survey) results are rated on an average with "5" and above.

Key Responsibilities

MAIN RESPONSIBILITIES
• Direct Hotel- and Front Office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests' needs.
• Train, develop and manage the performance of direct subordinates to ensure the efficient running of front office operations.
• Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling, reinforcing the late charge policy to maximize REVPAR.
• Handle all customers' complaints occurring during the night to ensure their satisfaction and proper documentation.
• Greet VIP guests upon their arrival and escorts them to their room. Establish good rapport and offer assistance for the duration of their stay.
• During sell out nights, deal with overbooking situations in the most professional and diplomatic matter in order to keep the degree of possible dissatisfaction of guests inconvenienced by the situation as low as possible.
• Patrol the hotel at least twice per shift to ensure that the hotel is clean, tidy, safe and that all is in proper order. Take corrective actions if necessary.
• Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all Front Office team members are able to answer guest requests and questions.
• Report on the hotel log book all guest complaints, relevant incidents and matters that need follow up the next day, to ensure consistency and guest satisfaction.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Skills, Knowledge and Expertise

NATIONALITY: Eligible for a working permit in country of hire

EDUCATION: Bachelor degree specialized in Tourism/Accounting.

EXPERIENCE: To fill the position, one of the following is required:
• 3 years experience in a Front Office reception level position
• previous experience with cashiering
• preferably in a five-star international hotel

LANGUAGE: Ability to work and communicate in a multinational environment:
• Local language - excellent oral and written skills (as applicable)
• English - excellent oral and written skills
• Additional language - beneficial

COMPETENCIES: Include the skills the candidate must have to fill this position:
• Communication skills
• Complaint handling skills

TECHNICAL COMPETENCIES: Computer literacy adapted to the field of training:
• Comprehensive Opera knowledge
• Comprehensive Micros knowledge
• Up Selling techniques
• Microsoft Excel and Statistical knowledge

Benefits

Benefits:
-Hotel In house room accommodation
-Annual flight ticket
-International Medical Insurance
-Monthly Service Charge
-Meals and Laundry according to the benefit grid.