Night Manager - AEWV

Hourly Wage: $29.66 to $32.32 per hour
Employment Status: Full-time (30+ hours per week)
Employment Type: Permanent
Places of Work: Queenstown, New Zealand

Known as the “Adventure City”, Queenstown provides the opportunity to test your adrenaline limits through the wide range of outdoor activities in the South Island such as bungy jumping and skiing. Located on the shores of Lake Wakatipu, explore a scenic hike offering views of the Southern Alps.

Purpose
As Night Manager, you will complete end-of-day activities and oversee all activities during the night shift to ensure smooth operations and hand-over for the next day, including posting charges to accounts, running night audit and rolling the date.
No two days are the same but your engagement and communication with all the interconnecting departments will ensure you remain ahead of the curve in terms of where you and your team need to focus.

Primary Responsibilities

• You maintain the daily operations of the hotel and are the go-to for team members on shift.
• With a hands-on style, you encourage team involvement, initiative, and a focus on continuous improvement.
• Ensure smooth sailing of the daily check-in/check-out process, use of guest names, CRM and correct cashiering procedures across F&B outlets.
• You know all the room types, rates, and hotel services – you’re ready to ‘sell’!
• You happily assist guests with special requests (e.g. wake-up calls, transportation, event tickets, restaurant, airline reservations) and make sure they’re followed through, and charges raised accordingly.
• Resolve guest complaints promptly, efficiently, and always with a smile! Also be sure to follow TFE complaint handling guidelines.
• You keep the ‘Guest Services Directory’ in the Property Management System (PMS) accurate and up to date, always!
• You assist and action any guest queries relating to housekeeping and maintenance when required
• The transition to and from night shift is seamless with your communication and handover.
• Reporting is your friend – management may ask for up-to-date financial/yield reports regularly or ad hoc.
• You handle reservation requests efficiently and friendly – involve your manager or Reservations team for groups, unusual or difficult requests.
• As needed you sell a room/accommodation to guests without reservations based on availability – ensuring all business protocols are maintained every time.
• Complete the Room Rate Variance Report. Process all guest check-ins and assign room.
• You understand and adhere to TFE hotels credit and account procedures with respect to all cashiering and auditing functions, ensuring guest accounts are accurate and charges are posted prior to checkout.
• You are responsible for completing and maintaining the Night Audit process and the daily balancing of the day’s transactions within the hotel including registering the audit for shift, shift closing and account adjustments for the shift.
• As the manager on shift you seamlessly process requests for wake-up calls and advise guest of any messages, and reissue room keys as needed using the electronic key machine.
• You are responsible for the correct escalation of any concerns or issues on site during the night shift, ensuring critical matters are raised in line with the Critical Incident Management Policy.
• Keep you Manager informed of any problems and unusual matters.
• Cleanliness and tidiness are a priority – you keep the lobby, front desk and F&B outlet looking immaculate.
• You understand and follow our company Respectful Workplace Behaviour Policy, team member handbook, Code of Business Conduct and Ethics, and relevant departmental policies and procedures.
• You acknowledge the importance of workplace safety and our TFE WHS policies and procedures are always front of mind.
• Guest security and privacy is of utmost importance, and you always maintain this.

Skills, Experience and requirements

• Exceptional communication skills - Multilingual would be viewed as an advantage, with spoken and written English at a proficient level.
• Immaculately presented – you have exceptional grooming and always wear the appropriate uniform and name badge, with pride! You make sure your team always look the part too.
• Demonstrable expertise in facilitating general front office procedures, night audit processes, and general operational activities.
• Considerable experience in a Duty Manager or Night Manager capacity in a similar style and sized property in which you were managing people.