Set in the heart of the adrenaline seeking capital of New Zealand, JUCY Snooze Queenstown is a unique accommodation provider surrounded by soaring mountains, picturesque views from our iconic Rooftop Bar, Miss Lucy’s, and funky POD style accommodation.
We are looking for a night owl who wants to make the most of their days, are you an experienced Night Manager or a Night Porter wanting to take the next leap in your tourism career? Come join the JUCY Snooze crew. As a key member of the front office team, you will be the Manager on Duty and responsible for the safety and security of our guests and property overnight, customer service is your middle name answering their queries or providing them an outstanding service with a smile!
Security in our property is paramount, so whilst you’ll play good cop at reception, you also could be bad cop on your security walk rounds checking noise levels and that all guests are adhering to our house rules. You will be a master of multi-tasking & problem solving dealing with any issues that may arise overnight ensuring the hotel is safe and secure for our wonderful guests.
As part of your role you’ll be responsible for the overnight operations and night audit process of the Hotel, verifying the accuracy of guest accounts, balancing charges and daily reconciliation, as well as assisting with all aspects of guest services. High attention to detail is required for the Night Audit process.
Key Roles & Responsibilities:
- In the absence of Executive Management, the Night Duty Manager will have the following responsibilities:
- Oversee and co-ordinate operational activities of all departments while maintaining the established standards of service
- Ensure the health and safety of all guests, visitors and employees
- Guarantee the running of the hotel in accordance to hotel policies, procedures, guidelines and manuals to ensure compliance, safety and profitability.
- Handle, record and report all incidents which have occurred in the hotel. These incidents can either affect an employee, third party, event based incidents or evacuation of the hotel.
- Handle, record and report all guest comments and complaints with tact, diplomacy, urgency and a genuine sense of caring at all times
- To ensure all Liquor Licensing Laws are observed and complied with by all staff for the hotel’s Licensing Regulation requirements.
- Check whether all transactions were posted accurately.
- Check whether the cash, cheque, credit card, room charges and charge back payments were posted correctly.
- Accurately identify any discrepancy between revenue and payments.
- Correct any errors or omissions made by cashiers.
- Ensure efficient auditing process takes place and ensure all cashier audit is correctly maintained.
- Complete the night audit report thoroughly and accurately, ensuring the necessary documentation exists to support all accounting functions in the hotel.
- Balance all revenue totals of cash and credits against revenue report.
- Provide feedback and practical suggestions on how to decrease mistakes and increase productivity to ultimately achieve overall better results.
- Liaising with accounts to ensure that the necessary information is being reviewed and recorded on a daily basis.
- Have full working knowledge of the hotel’s computer/IT systems.
- Follow and enforce the hotel policies, procedures, guidelines and manuals to ensure compliance, safety and profitability.
- Handle, record and report all incidents which have occurred in the hotel. These incidents can either affect an employee, third party, event based incidents or evacuation of the hotel.
- Responding to all guest comments and complaints with tact, diplomacy, urgency and a genuine sense of caring at all times
- Have full working knowledge of the hotel’s computer/IT systems.
- Direct, supervise and assist colleagues to ensure a high level of productivity and service standard within the department at all times.
- Ensure a full understanding of all job responsibilities within the Front Office Department in order to cover this position in their absence.
- Support and actively cultivate an environment of positive service within the department to ultimately achieve a level of service quality that consistently meets and exceeds the expectations of guests and team members.
- Anticipate and attend to guest requests and/or comments in a timely manner and effectively communicating and logging feedback.
- Ensure that all preparations necessary has been done for arriving and/or departing guests, groups, VIP’s etc.
- Take effective action to resolve any foreseen problems to prevent complaints.
- Warrant an effective system of quality control by utilising shift checklists, revision of procedures and implementation of standards.
- Provide feedback and practical suggestions on how to increase team morale, team development, team retention and service levels in order to ultimately achieve overall better results.
- Assist management while on shift through any crisis management action plans ensuring the safety of those present at the time.
- Actively stay up to date with hotel, EVENT and/or area information, objectives, policies and procedures. Ensure to communicate any and all of these updates or changes to the team and/or affected departments.
- Take an active role in maximising the average rate and occupancy while controlling costs.
- Ensure all incidents, injuries and hazards are reported, reviewed and preventative/corrective measures are taken.
- Assist the Assistant Manager with operational duties such as guest complaints, health and safety, security etc.
- Review guest bills and follow up on those exceeding hotel limits.
- Clean and maintain all public areas thoroughly each night.
- Prepare and effectively communicate a detailed handover to the morning shift.
- Ensure any early breakfast orders are communicated and actioned on time.
- Do regular floor checks to ensure safety and security of all present in the building.
- Be fully conversant with the hotel facilities, services and rates in order to promote hotel facilities, answer any queries and make bookings.
- Actively look for opportunities to upsell hotel facilities and services.
- Check guests in and out with efficiency and friendliness and in accordance with the established Hotel procedural guidelines.
- Book, update, amend and/or cancel reservations accurately and according to the Hotel’s Standard Operating Procedures.
- Promote EVENT properties to guests wherever possible.
- Be a brand ambassador for the hotel as well as Event Hospitality & Entertainment.
- Give assistance and support to other departments and/or colleagues when needed.
- Attend and participate in all scheduled meetings, training and development programmes.
- The ability to identify, analyse and resolve problems that may arise within the operations of the hotel.
- Communicating effectively in a caring, fair and professional manner.
- People focused providing leadership, guidance and assistance to colleagues where needed.
- Guest focused, providing efficient, friendly and professional service to all guests.
- Work together with trust and integrity with the aim to create a positive, professional environment of growth, development and profitability.