Night Manager - Crown Plaza La Concha - Key West, Florida

Job Description

Core Responsibilities :

• Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times. Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
• Ensure proper staffing levels of front office associates upon arrival.
• Have complete understanding of Front Office staff’s job descriptions and duties and be able to perform duties at any given time.
• Resolve guest complaints, ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
• Competency in Front Desk PMS (Lightspeed).
• Competency in Marriott Systems system : monitor for timely response to issues.
• During the night visit with all on duty personnel to conduct well-being check.
• Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests and maintenance requests / needs.
• Assist the Rooms Division Manager by handling special requests, group blocking and unusual circumstances.
• Coordinate special programs, functions and incentives to improve guest service.
• Engage in at least 1 property walk, completing any designated forms or reporting issues, using Synergy.
• Monitor associates to ensure they are handling cash, receiving cash, checks and credit card information from guests for payment of hotel charges and making change correctly.
• Work in a cooperative and friendly manner with fellow associates.
• Practice a culture of guest service in all you do; promote courtesy, good will and a positive attitude in each and every encounter.
• Perform any reasonable request as assigned or directed by management.
• Prior to leaving your shift check to ensure all is well within the hotel.

Knowledge, Skills, and Competencies :

Location Description

La Concha Hotel & Spa is a National Historic Landmark in the heart of the vibrant downtown historic district. Our legendary hotel has been inspiring guests, like Ernest Hemingway and Tennessee Williams, since it opened in 1926. With a prime location in Old Key West, our landmark hotel is within walking distance of the area's best beaches, parks, restaurants, and shops. Just outside our doors, Duval Street invites guests to savor the flavors of Key West at acclaimed restaurants, and browse vibrant shops and boutiques.

Requirements

Position Summary :

The Night Manager directs and controls operation of the front office and coordinates activities to obtain optimal room occupancy, revenue and guest satisfaction. The Night Manager oversees all activities in the front office to ensure high guest service standards are met, as well as accuracy in all phases of the operation.