Night Manager

Night Manager
Location: Rockliffe, Darlington
Salary: £31,040 per annum
Hours: Fulltime – 40 hours per week (Including weekends)
Reporting to: Front of House Manager
Responsible for: Night Duty Manager, Night Concierge, Concierge, Receptionist, Front of House Supervisor

Join our Front of House Team at Rockliffe:

The role of Night Manager at Rockliffe is vital part of the resort operation, working closely with the Front of House Manager ensuring a smooth and seamless service is provided to all guests and preparing the resort for a new day’s business. The role involves making decisions in the best interest of the resort and supporting duties outlined below:

Responsibilities of the Night Manager:

• Monitor scheduling of rotas to ensure business demands are met and ensuring team member breaks are taken
• To maximise revenue by encouraging up selling at every opportunity
• Ensure all reconciliations are correct and in line with company policy
• Having a commercial awareness and passing leads on to various departments
• Leading the Duty Management procedure when on shift and supporting all departments when in this role
• Continually improving the guest experience by analysing feedback from the comment cards and correspondence receiving by previous guests
• Enhance guest knowledge of trip advisor, ensuring if they have good feedback, they are available of the best way to do this
• Establish working methods to minimise waste and manage costs within agreed budgets

TEAM:

• To carry out regular on-the-job training and monitor performance to ensure the agreed standards are being met
• To hold regular job chats and performance appraisals with the team, identifying areas for development and training needs
• To ensure good inter-departmental working relationships and communications
• Participate willingly in organised training sessions within the hotel and own department
• Delegate tasks to ensure team members can contribute the best they can of their skills, knowledge and attitude
• Work and co-operate with others, taking part in team meetings, briefings and project work
• Support other team members, providing assistance when necessary to ensure the team collectively achieve their goals
• Develop the existing team and provide accurate training on booking systems and departmental efficiencies

QUALITY FOCUSED:

• Meeting and greeting all guests to the hotel in a friendly, approachable and professional manner
• Preparation of all departing bills ensuring all revenue is captured and protected
• Take reservations for the resort accurately and courteously in the absence of the Resort Reservations Team
• Complete a 2-day correspondence check for guest arrivals to ensure that all elements of their stay are up to date and accurate
• Preparation of the ‘Daily Business Overview Sheet’ ready for internal meetings the following day
• Prepare guest welcome packs including the relevant documentation and any additional room requirements
• To assist guests with their luggage
• To provide a seamless valet service; parking and retrieving guests’ vehicles when required
• Dealing with any guest requests and requirements positively and efficiently, this may include hiring transport, recommending restaurants, arranging flights and booking theatre tickets
• Have a thorough knowledge of the hotel’s facilities, services, special events and promotions
• Ensuring guest messages and faxes are delivered promptly
• Ensuring the Nights Team meet and exceed guest expectations at all times
• Preventing and dealing with guest queries and complaints
• Ensure all hotel amenities are available and ready for guests
• Ensures daily checks are carried out to check operational standards for guests are met

About Rockliffe:

Set within a 375-acre estate on the banks of the River Tees, Rockliffe is a five-star resort that blends heritage, luxury and natural beauty. Located in the quiet village of Hurworth, in the heart of the Tees Valley and close to the borders of County Durham and North Yorkshire, it offers a peaceful countryside setting with exceptional facilities.
Surrounded by sweeping views and beautifully kept gardens, the resort features elegant bedrooms and a sense of quiet luxury, shaped by a warm northern spirit. Guests can enjoy an award-winning spa, play on the longest golf course in the UK and experience both elevated and relaxed dining offerings, all within a restored eighteenth century estate designed for both relaxation and indulgence.

Benefits:

· A Day in the Life of a Guest Stay (Overnight Stay within the First 6 Months)
· Pension Scheme (Aegon)
· Hospitality Rewards Scheme
· Life Assurance (Legal & General)
· Selected Discounts Across the Resort
· Enhanced Annual Leave for Long Service
· Annual Leave – 20 Days plus Bank Holidays
· Employee Assistance Programme (Hospitality Action)
· Staff Meals
· Uniform Laundry Service

“Our success is dependent on every single individual in our team”