Assistant Night Manager

Reception and Front of House

Employment
Permanent - Full Time
Salary
£27,560 + Benefits
Hours
44
Closing Date
Saturday, 20 November 2021
Location
Royal National Hotel

Role Description

 

Assistant Night Manager

Royal National Hotel

44 hours a week (Shift Pattern 4/ 7 days (Working Hours between 9.00pm - 9.00am)

£27,560  + Benefits

Since 1837 Imperial London Hotels have been offering our guests a warm welcome across our 7 hotels located in Bloomsbury, central London.  From our charming 34-bedroom boutique the Morton Hotel to our largest and the largest hotel in the UK, The Royal National at 1630-bedrooms, there is a role here for everyone.

We are now recruiting an Assistant Night Manager for our Royal National Hotel  

OPERATIONAL

  • Deputise for the Night Manager in all duties and responsibilities whilst on duty
  • Overall responsibility for the emergency procedures whilst on the nightshift, including, but not limited to the safe evacuation in cases of emergency
  • Overall responsibility for quality of service and delivery for all services and facilities within Royal National Front of House Operations, which will include Reception and Concierge during the nightshift
  • Provide and maintain high quality standards of guest care & service by Night team
  • Ensure all guests are welcomed to the hotel in a hospitable, friendly and professional manner
  • Ensure Night team undertake check-in procedures for all guests and address any special requests accordingly
  • Oversee provision of housekeeping items such as mini-beds, cots, towels, shampoo, blankets, towels, and bedding to guest rooms when Housekeeper is off duty
  • Ensure Night team attend to guests needs and requests in a timely and professional manner, pro-actively providing guests with information, advice and support as and when required
  • Liaise with and provide support to other Night Concierge teams to coordinate and cover Night services in all hotels
  • Liaise with Night Manager to ensure regular team meetings with Supervisors and Staff Members to discuss agreed areas of operational focus including security, service quality, KPIs, targets, guest feedback and manage matters arising from meetings, including action plans are conducted
  • Support the Night Manager to ensure standard operating procedures (SOPs) are developed and implemented in Royal National Front of House Operations check compliance with SOPs during routine operational checks
  • Liaise with HODs for all Central Service departments including Purchasing, Accounts, Meetings & Events Management, and Human Resources, regarding specific areas of service, quality standards, and service provision as appropriate and necessary
  • Support Night Manager to ensure scheduled as well as ad hoc audits across Royal National Front of House Operations to measure compliance with KPIs, targets and quality standards, including service readiness, staff appearance, hospitality culture and guest experience; reporting findings to the Operations Manager – Front of House are conducted
  • Establish guest satisfaction data and develop, with HOD, Supervisors and Staff Members, appropriate improvement plans to address any shortfalls in service quality and/or delivery standards

SECURITY, FIRE, HEALTH & SAFETY

  • Oversee liaison with the external services (e.g. Police, Fire Brigade, Ambulance) when called to the hotel
  • Liaise with Night team to ensure in the event of a Security, Fire, Health or Safety issue, the issue is swiftly, competently and professionally managed to a conclusion
  • Ensure all Security, Fire, Health and Safety issues and incidences are coordinate, managed and concluded with the least amount of disruption and disturbance to the hotel operations as is practicable and possible
  • Oversee critical or special situations arising in the hotel, e.g. guest ill health, liaising with emergency services when they are in attendance
  • Lead on management of incidents, accidents and other situations that require attention making competent decisions to resolve or address
  • Investigate noise or disruption with unruly guests or other individuals within the hotel environment.
  • Instigate fire checks with floor patrols of the building
  • Undertake checks and audits through Night team to keep the buildings secure with floor checks, locking gates and access points
  • Lead on removal of undesirables from all areas within the hotel environment in conjunction with external services where necessary
  • Remain vigilant to all aspects of security and report any breaches or issues

LEADERSHIP & MANAGEMENT

  • Lead and manage the emergency procedures and activities of staff working in Royal National, including, but not limited to the safe evacuation in cases of emergency
  • Lead and manage the operational activities of staff working in Royal National Front of House Operations, including Reception and Concierge
  • Support the Night Manager to take positive action to reduce staff turnover and increase retention across Royal National Front of House Operations
  • Support and partner with other Departmental Management and Supervisors on all staff matters, including recruitment, retention, employee relations, training & development, career development, and reward & recognition.
  • Ensure full compliance across all departments with Company policy and procedures
  • Provide feedback to all staff at hotel to recognise, incentivise and reward high performance
  • Provide feedback and support development of appropriate course of action for underperforming staff in partnership with Night Manager and Supervisors
  • Liaise with Night Manager to identify staff training and development needs feeding back to Departmental Management and Supervisors where appropriate or taking immediate interventive action to generate service, quality or staff improvement
  • Ensure a culture of continuous professional development is nurtured across Royal National Front of House Operations
  • Ensure staffing levels are optimised across Royal National Front of House Operations
  • Ensure effective and efficient rota management across Royal National Front of House Operations
  • Ensure compliance with all Company and UK legislative requirements

What you will have 

·         A good understanding of revenue management skills with experience of budgets, P&Ls and forecasting

·         Highly focused, have excellent communication skills, be motivated and professional in appearance and presentation

·         Provide experience of working across Front of House and Back of House departments to achieve SOP and quality standards

·         Proven experience of leading and managing staff and encouraging high performance

 

What you’ll get in return

-          Holidays 28 (inc. of bank holidays) increasing with length of service up to 33 days

-          Reward and recognition schemes including discounts across a number of high street brands

-          30% discount to friends and family at our hotels (excluding Morton Hotel)

-          Employee Assistance Programme

-          Workplace pension scheme

-          Interest free season ticket loan (after probation)

-          Training and development through our ILH Group Academy to support your career development and growth.

-          Employee recognition awards, Christmas Party and other social events.

-          Free Meals on Duty

 

-          Local discounts at Gym, Dry Cleaners and restaurant outlets. 

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