Night Manager

As the Night Manager you will be responsible for improving the guest experience. The successful candidate will be in charge of maintaining the standards of Grand Palladium to the highest level. You will ensure that guest needs are anticipated and exceeded. Where there are complaints, you will resolve and turn the guests into fans.

Qualification and Experience:

• Minimum experience of 5 years as a Guest Service Manager or Shift Manager or similar position in a 5-star, all-inclusive hotel. Knowledge in hotel operation and conflict management.
• Bachelor's degree in Hospitality and Tourism Management, Business Management or related field
• Fluency in English and Conversational Spanish.
• Microsoft 365: Advanced level.
• Certified in Service Standards.

 Main Responsibilities:

• Manage the strategy of compensation to guests.
• Systematically analyze customer and NPS feedback and satisfaction ratings through GIFT, STAY and TRIPADVISOR reports to determine the necessary corrective and preventive actions.
• Propose to the General & Hotel Managers strategies to reduce the incidences of dissatisfaction of our guests.
• Familiarize yourself with the pending arrivals report, VIPs in House and Travel club members in house or arriving.
• Check closure of the Spa and gym.
• Participate in briefings and regular meetings of operational departments to reinforce the importance of customer service and set examples.
• Prepare specific action plans and ad-hoc training programs for specific problems in your preferred operational area and validate them with the hotel manager as appropriate.
• Check that those responsible for the consumption centers comply with the openings and closures according to the planning carried out.
• Conduct inspection visits of at least 2 rooms to ensure it meets service standards.
• Check staff area and visit collaborators dining room.
• Know internal procedures for acting in cases of emergency.
• Encourage teamwork by department managers.
• Involve managers and supervisors in compliance with the processes and service standards of the operational areas.
• Promote extra sales activities in the departments.
• Propose and maintain actions to improve the effectiveness of processes (LEAN).
• Review of the correct use of equipment and facilities.
• Maintain open communication with the Accommodation andA&B Directors to resolve any guest concerns/incidents.
• Weekly review of stocks of consumption centers.
• Support in the organization and coordination of training activities at the Resort.
• Identify training needs and opportunities for the improvement of customer service standards at the Hotel or Resort.
• Check the number of staff with whom they start on the shift.
• Continuously train in the same jobs (of your preferred operating area) on the standards of good PHG service of your area and the standards The Leading Hotels, Forbes and AAA.
• Be up-to-date on trends and initiatives on customer service and training in general.
• Generate the daily report of incidents, concessions made and resolved complaints.

 COMPETENCIES

• Leadership
• Customer Orientation
• Planning & Execution
• Innovation
• Results Orientation
• Improvement, Evolution and Development
• Excellent interpersonal skills
• Excellent communication skills both verbally and in writing
• Ability to work in a fast- pace, high energy and demanding work environment
• Ability to work under pressure
• Good knowledge of the hotel operations or ability to learn quickly
• Team player with an ability to motivate team members
• Dedicated, hard-working, self – motivated and solution oriented
• Excellent time management skills; ability to prioritize and coordinate details; ability to multi-task and use initiative.
• Ability to work flexible hours and multitask
• Practice safety standards at all times

 Benefits:

• Competitive compensation package 
• Management level Accommodation *Conditions Apply*
• Health and Life Insurance
• Pension Plan (Optional)
• Opportunities for training and development

Please submit applications along with Resume by Friday, May 3, 2024. We thank all applicants for their interest but only shortlisted candidates who meet the requirements will be contacted.