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Hotel Night Manager

You will find below everything you need to know about what we look for in our management team.

Reports to
Pub Manager
Job Objective

To deliver friendly, efficient customer service and to ensure the safety of our guests, at all times, with the key aim of retaining and attracting new customers.

Essential requirements

You must:

  • have proof of right to work in the UK
  • have a UK bank account in your own name
  • be able to converse in English
  • have a fixed place of residence and live within a reasonable travelling distance of the pub
Main responsibilities
  • Deliver excellent customer service and maintain a high standard of customer management, at all times
  • Fulfil all reasonable requests from guests, to ensure their comfort, satisfaction and safety
  • Ensure that our hotels are operated safely, at all times
  • Undertake overnight responsibility for reception, checking guests in and out, taking reservations and dealing with all telephone enquiries
  • Maintain knowledge of all company promotions and hotel pricing, to provide information to guests, on request
  • Be responsible for evacuation, in cases of emergency, acting as first point of contact for guests and the emergency services; be accountable for guests’ safety and comfort
  • Complete security checks at hourly intervals throughout the night
  • Complete manager’s log book and maintain accurate records of all fire safety checks carried out during the shift
  • Undertake additional administration duties, as requested by either the hotel manager or the pub manager
  • Adhere to company policy for reporting accidents and incidents
  • Maintain personal knowledge by completing in-house training, attending courses and completing workbooks
  • Always adhere to all company policies and procedures and licensing laws
  • Be involved and contribute at team meetings
  • Carry out instructions given by the management team and head office
Person Specification

Customer focus

  • Be friendly, smiley, sociable and welcoming to our customers, to create a great atmosphere
  • Remain calm, patient and polite, if receiving customer feedback
  • Be helpful and go out of your way to help our customers

Drive

  • Be confident and self-motivated
  • Demonstrate a passionate commitment to the business
  • Welcome and embrace change, with a positive attitude
  • Be able to work unsupervised in a busy environment
  • Be able to prioritise duties

Personal integrity

  • Be honest and reliable
  • Be trustworthy and respectful
  • Be immaculately dressed
  • Maintain excellent time-keeping and attendance
  • Be professional at all times

Team work

  • Always be a good team player
  • Build and maintain good relationships with all team members
  • Work together with the team to ensure that the pub is the best it can be
  • Be willing to take on jobs to balance the team workload
  • Be able to communicate well with people of all levels

Developing self and others

  • Be motivated to learn and develop self
  • Seek feedback and invest time in personal development
  • Supervise, train and develop others
  • Support, encourage and motivate others
  • Coach, guide and give feedback to others

Managing change

  • Welcome and embrace change, with a positive attitude
  • Understand the need for change
  • Look for opportunity to improve areas of the pub and business

Gaining commitment

  • Communicate clearly to colleagues and customers
  • Gain commitment of others by using own knowledge
  • Act as a role model

Analysing and decision-making

  • Understand information quickly and accurately
  • Resolve problems using current guidelines
  • Be able to work independently and know when to escalate issues

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