Assistant Night Manager - Crowne Plaza Carlton
Hotel: CP - Melbourne Carlton (MELCN), 701 Swanston Street, 3053
As Assistant Night Manager, you play a crucial role in ensuring the smooth operation of the hotel during night time hours. You supervise the overnight staff, conduct daily audit and reporting, and ensure the safety and security of the property. The role serves as the point of contact for guests and employees during overnight hours.
Key Responsibilities
Guest Services
* Manage late arrivals and early departures with a warm and professional demeanor.
* Handle guest inquiries, requests, and concerns, striving to provide excellent customer service.
* Assist guests with special requests and ensure their needs are met promptly.
* Handle cash and credit card transactions following compliance requirements.
* Assist with customer reservations and billing inquiries.
* Prepare and ensure effective delivery of In-room Dining function during overnight hours.
* Assist with Front Office projects and coverage as directed by Leadership Team.
Staff Supervision
* Support other night shift staff, including front desk agents, security personnel, and other night staff members.
* Provide guidance, training, and support to ensure team members perform their duties effectively.
* Assume Night Manager operational duties in the absence of the Night Manager.
Financial and Reporting Accuracy
* Check all financial and operational system information prior to running the night audit to ensure accuracy.
* Run the night audit after all checks have been completed, ensuring a smooth completion.
* Ensure no-show reservations are rolled accurately on PMS and handed over to Reservations.
* Prepare and send out daily emails to the hotel EXCOM including daily briefing document, arrivals report, guest issues log, no show report, and manager flash report.
* Ensure team floats are balanced at the beginning and end of each shift, accurately banking cash, due backs, and closing cashiers.
* Conduct audit and complete outstanding IHG One Rewards administration tasks.
Security and Safety
* Monitor security cameras and perform regular security patrols of the property to ensure the safety of guests and employees.
* Respond to and resolve security issues or emergencies.
* Have a thorough understanding of crisis management procedures, assuming the Warden role in the event of an emergency, or Chief Warden in the absence of Night Manager.
What you can expect from us
We offer a competitive salary, full uniform, room discounts, and comprehensive training to help you succeed.
Equal Employment Opportunity
IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance.
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