Night Manager

2 months ago

Cape Town, South Africa One&Only Cape Town Full time

Night Manager
(13700)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

**Job Summary**

The purpose of this position is to manage the night activities, reporting, training and operations of the Night Auditors and colleagues. Under the general direction of the Front Office Manager, to verify the accuracy of guest accounts and the balancing of Departmental charges. With experience in a high quality luxury boutique hotel/resort, the Night Manager will support the Front Office and Night Audit team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. To support all property operations ensuring the highest levels of hospitality and service are provided. Compile the computerized update and mathematically verify and record all revenue processed for the hotel operation. The Night Manager will also serve our guests in an efficient, friendly and professional manner in accordance with the standards of the One &Only. Manage the flow of questions and directs guests within the lobby, supports the tracking and resolution of service issues.

**Key Duties and Responsibilities**

Night audit and front office operations
- Balance all daily reports for the Hotel
- Post and balance charges timeously and efficiently
- Prepare restaurant audits to breakdown and balance restaurant figures
- Run various reports - hand written and computer
- Complete all required night audit forms by shift end and submit to the Accounts Department
- Frequent Communication throughout the shift with Security Patrol. Administer Directions when required.
- Effectively and completely train all new or relief staff in Night audit procedures
- Operate computer equipment and reservations system.

Front office administration
- Maximum room occupancy and yield is ensured in line with the standards policy on rates and overbooking.
- The guest list and other required information is updated and copies sent to the appropriate departments, i.e. Housekeeping, Restaurants, In-Room Dining, Bar, Resort Manager, etc.
- Close liaison is maintained with the Housekeeping department on check-outs, room moves, forecast occupancies, etc.
- Any faults or defects are reported to the Maintenance department.
- The Colleague is fully familiar with the room types, applicable rates, discount and rates structures and rate policies.

Front office billing and cashiering
- All charges are correctly entered onto the guest’s folio and that this is kept up to date at all times.
- Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval from the EAM or Resort Manager.
- Foreign currency and traveller’s cheques are exchanged for resident guests in accordance with the hotel’s procedures and policies.
- All dockets and correspondence pertaining to guest ledger accounts are attached to the guest folio before being sent to the Accounts department.
- The float, cash and credit card takings for the shift are balanced and the necessary cashier reports completed. Declares any overage or shortage on this report. Counts and checks floats ready for handover.

Switchboard operation
- All incoming calls are answered with a high degree of courtesy according to the set standards that will project the desired image of the hotel and such calls are re-directed to the person or department requested. This may require that individuals within the hotel to be paged in order to connect the call accordingly.
- Assistance, when required, is given to guests to make international calls or to obtain information. All guest inquiries, requests or complaints, where immediate assistance cannot be given, are directed to the Front Office Duty Manager or EAM.
- All requests for wake up calls are accurately recorded and ensure such wake up calls are initiated as requested, in a courteous manner.
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