Night Manager - H

ESSENTIAL SKILLS

• Ability to understand Guests’ service needs.
• Ability to plan, prioritize, organize, maintain concentration, and complete all work assigned.
• Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.
• Ability to converse calmly with irate Guests’, co-workers or supervisors in sometimes tense situations.
• Ability to perform job functions with minimal supervision.
• Ability to work cohesively with co-workers and other departments as part of a team. Ability to build morale and spirit.
• Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.
• Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
• Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.
• Ability to take and give direction.
• Ability to interact with people beyond giving and receiving instructions, particularly in resolving complaints and problems.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Monitor staffing levels and direct associates to areas needing temporary assistance during peak times or during unexpected increases in volume in any particular department.
• Required to assist in departments due to short staffing or cases where multiple needs exceed the number of team members available, i.e. running appetizers to the Concierge Lounge, bussing tables, answering phones, etc.
• Regularly walk the guest room corridors and inspect corridors for cleanliness, trays, security concerns, maintenance issues, noise issues, etc. and notify Guest Assistant Attendant to address such issues.
• Maintain a constant presence and visibility of management. Watch for cleanliness, proper staffing, uniforms, no eating in departments, events in the hotel etc.  Check in with each department and discuss with manager, supervisor and/or associates the evening’s activities:
  • Front Desk: Occupancy, late check outs, arrivals, VIP’s, groups, special needs such billing, flyers or credit issues, employee breaks, closing duties.
  • Guest Assistant Attendant: employee breaks, closing duties.
  • Bell staff: arrivals, VIP’s, groups, coordinate parking lot patrols, employee breaks, closing duties.
  • Housekeeping: Late check outs, turn down service, employee breaks, closing duties.
  • Kitchen: amenity requests, banquet events, employee breaks, closing duties.
  • Restaurant: groups on own, reservations of large parties, employee breaks, closing duties.
  • Banquets: evening events, setups for next day, equipment in meeting rooms, employee breaks, closing duties.
  • Bar/Lounge: using a jigger, intoxicated guests, security issues, employee breaks, last call, closing duties.
  • Concierge Lounge: Food supply, employee break, closing duties.
  • Engineering: Duty engineer, employee break, closing duties.
  • Employee Breakroom: Freshness of food, adequate servings for staff, ensure all food is stored properly after service is complete, and ensure the overall cleanliness of the breakroom.
• Coordinate frequent checks with engineering, bell staff and security.
• Ensure associates are performing their job duties in their assigned areas unless management has specifically requested to assist in other departments.
• Assist with computer issues in each department as needed.
• Ensure established policies and procedures are being followed, departments are running efficiently and maintaining a high level of service.
• Provide feedback to department managers about night activities in their departments.
• Handle guest issues in a timely manner. Resolve them prior to the end of shift with few exceptions.
• Resolve Employee issues as necessary. Employee issues that cannot be resolved during the shift must be communicated to the appropriate department manager and in serious cases, to their prospective Executive Committee member.
• Respond to guest service calls immediately.
• Responsible for writing a MOD report at the end of each shift.
• Complete Guest Incident/Accident reports and Employee injury reports immediately.
• Communicate pertinent information to the 3rd shift at the beginning of the shift.
• Promote open channels of communication between all hotel departments.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
• Be a team player and encourage the teamwork attitude among staff.
• Attends department and inter-departmental meetings.
• Participate in the Hotel Manager on Duty Program.
• Be knowledgeable in all hotel emergency procedures.
• Ensures total guest satisfaction.
• Follow supervisor’s instructions and performs other duties as developed, directed or assigned.
• Assist in safety and maintenance by tracking items in HotSos for relevant department

EDUCATION/EXPERIENCE

• Minimum 2 years' experience as a hotel Front Office Manager or hotel guest services or Operations Manager in a similar capacity of 23,000 sq. ft. meeting space and 367 rooms required.
• High school graduate, some college preferred.
• Relevant military experience in a comparable capacity

Hilton DC National Mall The Wharf is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to alesia.green@hiltondcnationalmall.com or call 202-484-1000 ask for HR to let us know the nature of your request.