Shift Manager

Key Responsibilities

Welcome and bid farewell to all visitors to the hotel in a warm and professional manner. Ensuring all guests receive prompt service and guidance.

Assist with all departments in times of pressure – were reasonably possible.

Introduce self to all residential guests and hosts of events and parties upon arrival.

Liaise with guests to ensure a strong host presence at all times, passing relevant information onto staff especially specific requirements or arrangements.

Perform hotel shift management as detailed on the management rotation.

Ensure that the standards of service in all areas meet the required levels.

Deal with complaints quickly and efficiently; find suitable solutions to problems that may arise; communicate issues to other Hotel Shift Manager/s and colleagues in a constructive and clear manner.

Assume responsibility for the running of the hotel in the absences of senior management.

Coordinate guests and staff during an emergency; have good knowledge of fire procedures.

Be aware of and promote all services offered in the hotel.

Ensure guests wishes are met if not exceeded so far as is reasonably possible.

Liaise well with all departments, ensuring that communication of the day’s activities is clear and understood.

Ensure that Company Policy and Vision are followed at all times.

Liaise with Reception and Housekeeping regarding arrival rooms and prioritization where applicable.

Obtain feedback from guests from and use this to improve service and pass on information to the Department Manager and other relevant HODs.

Conduct evening role call/bite size training with front office, housekeeping, Food & beverage and engineering departments.

Assist guest with room safe deposit concerns and room door lock interrogation.

Complete inspection/property walk with hotel security of all hotel facilities ensuring that the shift manager checklist is completed.

Walk with the evening engineer to ensure that all lights are working around the property.

Walk laundry every hour to ensure that all is in order and that all machines are turned off and nothing is left in the dryers once the staff is gone for the evening.

Complete a daily end of shift report detailing all of the following important notes including specific guest requirements, guest complaints, guest interaction report, Choice Privilege guest call list.

Ensure that all areas are maintained to a high standard of cleanliness.

Ensure that all appliances, fixtures and fittings are safe and working in accordance with the Health and Safety Regulations; report all faults to the Maintenance and or Assistant General Manager

Be fully aware of the Hotel’s Fire Safety Procedures and Health and Safety Regulations

Complete a full handover with the previous and following shifts to the oncoming Shift Manager communicating directly with the Shift Manager where possible.