Assistant Night Manager - The Parkgate Hotel

The Celtic Collection Job Description and Person Specification DEPARTMENT Front Office POSITION Assistant Night Manager GRADE Assistant Manager REPORTS TO Night Manager and Reception Manager Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their relevant Manager. POSITION OVERVIEW Responsible for managing the Night Team effectively whilst supporting the Night Manager in their absence, including covering Night Duty Manager shifts and responsibilities . Ensure the night audit process is completed to the Celtic Collection standard. Prepare the hotel for the following day’s business, including completion of the daily post sheet and management accounts sheet. Maintain a clean and organised environment both front and back of house at all times. Provide support and assistance to all hotel departments during the night operation. Manage all aspects of emergency procedures during your shift. Train, coach, and develop team members within the department to Collection standards. Provide leadership across the hotel during the night operation. Contribute to departmental strategy through support and implementation of requirements set by the Reception Manager and Night Manager. Ensure all team members deliver five-star service and remain motivated to achieve customer service excellence. GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Collection’s Purpose, Vision and Values and the Collection’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the Collection’s Health and safety, Hygiene policies as well as all other Collection policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. 5. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas. Responsible for regular dissemination of information which is to encompass organisational and individual activities. Budgets Responsible for monthly, quarterly and annual budgets in conjunction with the Senior Executive team. Standards Responsible for establishing and maintaining all Standard Operating Procedures (SOPs) within their department(s), including but not limited to employee, customer, financial and health and safety objectives. Controls Responsible for setting controls relating to the above set standards, enforcing these controls and taking appropriate action when necessary. Responsible for implementing high performance indicators for the department based on the controls devised. Structure Responsible for defining, implementing and maintaining a sound organisational structure within the department(s), focused on achieving the Collection and departmental goals and objectives. Responsible for defining and documenting job descriptions and person specifications and managing the Human Resource aspect of the department in line with Celtic Collection standards. Team Responsible for the recruitment, management and the disciplinary process in conjunction with the Human Resources Department for all employees within the department(s). Responsible for the welfare and wellbeing of all departmental employees, promoting the professional career development of the team. Responsible for ensuring that all staff appraisals are conducted routinely and effectively for all employees within the department(s) and that the results are actioned where required to ensure a personal development plan is set and maintained for each member of the team in the department. Delivery Responsible for ensuring all equipment, tools and supplies are available and maintain relationships with the suppliers of the equipment, tools and supplies. Responsible for the maintenance, security, computer systems, cleanliness and appearance of the department(s), both front and back of house. Responsible for delivering the product in accordance with set standards, exceeding the internal/external customer expectations. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for resolving all internal/external customer complaints escalated from team members, solving the complaint to the Parkgate and internal/external customers benefit. Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation. Take a personal interest and pride for ensuring the department and public areas surrounding the department are clean, tidy and in immaculate condition. Ensure emergency procedures are adhered to in the event of a fire evacuation. Maintain appropriate standards of conduct, hygiene, uniform, appearance and posture of Guest Services team members. Ensure all team members are groomed in accordance with the Parkgate standards. Training Responsible for maintaining, setting and achieving training standards in conjunction with Human Resources and within set budgets. Leadership Responsible for the leadership of the team and individuals including frequent periods of internal/external customer contact to attain feedback on individual and departmental performance. You will also be responsible for internal/external complaint handling, for feeding back information to employees in a positive and constructive way. Also, providing solutions. Responsible for communicating the overall Collection and departmental goals and objectives and ensuring all employees are motivated to achieving these. Responsible for conducting daily weekly and monthly strategic departmental meetings, minuting these meetings and distributing the minutes to the employees. Team Building Responsible for the development of individuals, whilst promoting the importance of team work, contributing to team building sessions both within and outside the Collection. Checking Responsible for gathering information as required by the appropriate controls in place to determine achievement of high performance indicators. These controls include customer feedback, employee feedback, management feedback, financial performance and any other as required. Evaluation Responsible for compiling periodic reports based on the checking process. Responsible for analysing the information and applying management skills to determine outcomes, documenting these outcomes in the reports and communicating and distributing these reports within the department, to other departments and to Senior Executives. Innovation Responsible for taking the results of the evaluation and implementing changes to ensure continuous innovations and improvements are made within the department. Responsible for implementing these changes, communicating the changes as required, following up on the changes ensuring all controls and checking processes are in place to evaluate the success of the changes made. Responsible for monthly reporting on the success of the changes made.