Night Manager - Western Gateway - Orlando, FL

About this position

PURPOSE: Represent Executive Offices to hotel guests and associates. Handle guest complaints. Respond to emergency situations. Inspect hotel public areas and monitor hotel associates to ensure compliance with all procedures established by management.

• Respond to hotel emergencies immediately in a calm and effective manner consistent with the hotel emergency procedure policy. Response may involve running up or down 10 flights of stairs past and around obstacles. Color vision is critical in determining the nature of the alarm.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance to resolve any problems that may arise. Maintain a professional appearance and demeanor at all times. Remain calm and alert, especially during heavy hotel activity involving working rapidly and effectively under pressure for 8 consecutive hours.
• Monitor hotel staff in all departments to ensure that all procedures are being adhered to as established by management. As necessary, step into operating departments and delegate or physically participate in duties essential to expediting problems and delays most effectively. Utilize the computer system to access and input information. Activities involve lifting and/or moving heavy objects, walking or standing for long periods, and working in undesirable conditions.
• Inspect all physical aspects of the hotel’s appearance on a continual basis in accordance with standards established by hotel management. Inspections require, but are not limited to, bending, stooping, reaching, climbing, and kneeling. Immediately report all safety hazards or items in need of attention to the appropriate departments.
• Handle noise complaints, credit problems, associate conflicts, guest relocation, and rejection of undesirable items in conjunction with hotel security force, utilizing diplomacy and good judgment.
• Maintain regular attendance in conformance with the standards, which may be established by SPRINGBOARD from time to time, to successfully perform this position. Irregular attendance may result in disciplinary action, up to and including termination of employment.

• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.
• Upon employment, all associates are required to fully comply with SPRINGBOARD rules and regulations for the safe and efficient operation of hotel facilities.

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions. The percentage of time for each function will be determined by the supervisor based on the hotel’s requirements.

• Perform special projects and other responsibilities as assigned.
• Participate in hotel committees, MOD program and task force assignments.
• Assist the Front Office Manager in all requested areas and act in his or her place during absence.
• Greet and escort VIP guests to accommodations.
• Handle cash.
• Handle security dispatch/guest hotline calls as required to accommodate guests promptly.
• Inspect guest rooms to inventory specific amenities and to ensure standard compliance.

• Ability to use computer keyboard, telephone, and electronic equipment to meet requests effectively.
• Ability to communicate all significant incidents or accidents in clear English, utilizing excellent business writing skills.
• Ability to effectively deal with internal and external customers, some of whom may require high levels of patience, tact and diplomacy to diffuse anger and gather accurate information professionally.
• Considerable knowledge of all departments’ functionality, hotel facilities/services, and current city events.
• Good hearing and visual ability to detect signs of emergency.
• Ability to grasp, carry, and operate a handheld communication device weighing 5 lbs. for up to 8 hours consecutively.
• Ability to walk or run up or down 10 flights of stairs past or around obstacles and walk or stand for 8…