Hotel jobs in London

Job Title: Assistant Night Manager

Looking to join a culture of excellence and be part of the most recognised name in the hospitality industry?

“We are Hilton! We are Hospitality!”

We create heartfelt experiences for our guests and meaningful opportunities for our Team Members. Achieving consistently the title of “Great places to work”, this is not just a job – we offer you a journey of self-discovery, growth and an exceptional career.

Why join the Hilton family as Assistant Night Manager?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all.

We are committed to an equitable and inclusive workforce. Grounded in our founding purpose, we foster an environment where Team Members can be their authentic selves. Our global brands provide meeting places for people to connect, creating a welcoming environment for all.

“It’s your world” –Your next role could be Front Office Manager or why not move into a different department like Front Office, Accounts or Human Resources in over 100 different countries

Benefits:

• Contributory Pension Scheme
• Worldwide Travel Perks - Go Hilton Team Member travel program 'Go Hilton' is a leisure travel discount program for eligible Hilton Team Members and their authorized family and friends. Eligible participants can take advantage of special room rates and other perks. Plus a 50% discount at participating hotel restaurants when staying with Go Hilton rates.
• 28 days holidays including bank holidays and can increase dependent of years of service.
• Complimentary meals on duty and uniforms provided.

Job Purpose:
To assist the Night Manager in overseeing the night hour supervision of the Front Office team to ensure that Team Members deliver Guests an exceptional experience from check-in through check-out whilst maintaining the safe and secure hotel environment.

Reporting Structure:
Directly reports to the Night Manager, Assistant Front Office/Front Desk Manager, Front Office Manager.

Provides direction to Night Guest Services Agent.

Key Performance Indicators:

• Financial Performance Metrics
• Guest Satisfaction
• Team Member Experience
• Relevant Quality/ Brand/ Safety Audits.

Behaviours and Competencies:

• Leadership
• Customer Focus
• Living the Hilton Values
• Collaboration
• Judgment
• Results Focus

ESSENTIAL FUNCTIONS

An Assistant Night Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standard.

Responsibilities include but are not limited to:

Guest Facing Activities:

• Be proactive in ensuring all guests are welcomed and departed in a timely and appropriate manner. Make it memorable.
• Ensure that guest problems are resolved effectively but avoided whenever possible.
• Support team members in handling guest requests and enquiries to ensure a positive outcome is achieved.
• Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards.
• Ensure that all prescribed and designed process, systems, and standards are maintained.
• Maintain a safe and secure environment for yourself, guests, and colleagues. Comply with hotel security, fire regulations and all health and safety legislation.
• Ensure an efficient experience for Guests, including check in/out, and complete Night audit procedures, as required.

Managing Activities:

• Assist the Night Manager to ensure that daily Night shift operation is accountable for the profitability and service standards achieved.
• Provide constructive suggestions /feedback to the leadership group on product, process or learning delivery improvements.
• Assist the Night Manager and take responsibility for the hotel during the night shift, as on-duty Manager and provide team members with leadership support as required.
• Liaise with the Guest Services/Relations Managers to ensure all arrivals are guaranteed, effective delivery of guest requirements, special requests and billing accuracy.
• Ensure the shift team continuously capture guest preferences and maintain guest profiles in OnQ PMS.
• Liaise with the Night Manager to actively develop Night team members’ skills and performance through coaching and training.
• Provide constructive suggestions /feedback to the leadership group on product, process or learning delivery improvements.
• Monitor the appearance, standards, and performance of the Night team members with an emphasis on training and teamwork.
• Act in accordance with fire, health and safety regulations and follow the correct procedures when required.
• Act in accordance with Brand standards, hotel policies and procedures when working with front of house equipment and OnQ PMS.
• Ensure that specific standards for Food & Beverage specifications and maintain high level of delivery.

Controlling Activities:

• Ensure that the shift team to maintain guest balances, room credit availability and credit / deposits control policy, and compliance with all company financial, privacy, data security policy and procedures.
• Ensure all systems are “backed up” and maintained as per standard policy.
• Maintain consistent and robust security related to guest data and valuables, cash, equipment and ensure that all standard department procedures are fully adhered to.

Organising Activities:

• Assist the Night Manager to ensure the night team has the appropriate tools, training and equipment to deliver the consistent services to the required standard.
• Monitor team members report for duty on time in line with departmental personal presentation standards.
• Be aware of the department standards, goals, objectives and performance.
• Ensure that the shift team to demonstrate a knowledge of products (hotel room categories, room rates, packages, promotions and other general product knowledge) necessary to perform daily duties.
• Supervise the team members to organise their workstations to ensure you are able to deliver excellent customer service.
• Assist and fully engage with the planned training/learning sessions and attend as required.
• Work with the Night Manager to drive additional revenue profit for the department.
• Ensure comprehensive shift handover is carried out.

Staffing Activities:

• Provide the team with clear purpose and support with relevant trainings and provide constant feedback on individual and team performances.
• Ensure “change” initiatives are implemented effectively with high level of team engagement.

Health & Safety:

To ensure that the Company Health & Safety procedures are adhered to and implemented within the department.

To be aware of all legislation that is relevant to your work and ensure that all legal requirements are met including: licensing, health & safety at work, COSHH, environmental health, fire precautions, manual handling, and any other relevant policies.

Ideal Candidate:

• Due to the nature of the work, the ideal candidate would be fully flexible in their approach to work and be able to work shift pattern through weekdays and weekends.
• As Assistant Night Manager, you are able to work 5 days per week, including weekends and bank holidays.

Key competencies include:

• Provide training to other hotel team members on night management procedures, standards and principles, as needed.
• Ensure that all Front Office management related systems are maintained, including Property Management System, Point of Sale, CCTV, Car Park etc.
• Participate in system development projects and quality enhancement pilots.
• Participate in Brand Culture Team, Health and Safety Committee, etc.

Preferred Qualifications:

• Experience of night management or supervisory roles.
• 1st Aid at Work.

To apply for this role

We are looking to fill this job as soon as possible and aim to come back to you within the next 2 weeks. If you are successful, you will be invited for an interview. If you do not hear from us in the next 2 weeks, then unfortunately your application would have been unsuccessful on this occasion.

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.

Job Types: Full-time, Permanent

Pay: £26,250.00 per year

Benefits:

• Company pension
• Discounted or free food
• Employee discount
• On-site parking
• Referral programme

Schedule:

• Night shift

Work Location: In person