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Description:
At Hyatt, we believe our guests select Hyatt because of our caring and attentive colleagues who are focused on providing efficient service and meaningful experiences. This position reports to the hotel Director of Operations.
The Overnight Manager will be the Manager on Duty during the overnight shift and report directly to the Director of Operations and Leadership Team. Their duties will include but are not limited to being the point of contact for all guests and any colleagues on property. They will also be a liaison for the hotels third party partners such as Security and Valet. The Overnight Manager should possess strong communication skills and demonstrate leadership abilities. In addition to overseeing overnight hotel operations, this position will respond quickly to guest requests and/or complaints in a professional and friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction. Overnight manager will fulfill all duties required of the Night Audit position of the Front Desk.
This role will be strictly overnight outside of the training period. Candidate must be eager and willing to work the overnight shift during the higher occupancy days that meets the hotels needs.
Duties include:
Fulfill the short- and long-term planning and the management of the Front Office during the Overnight Shift
On the floor managerial presence
Support the overnight colleagues and third-party partners
Run all all-night audit reports
Set up morning Housekeeping & Front Desk team for success
Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality
Support procedures to increase guest and colleague satisfaction
Exercise quality control for both the front office and engineering teams during the overnight
Maintaining Hyatt standards of service and ensuring their implementation
Performing daily walk-throughs to ensure full compliance with Department of Health regulations and Hyatt Corporate standards
Coach and counsel colleagues to reflect Hyatt service standards and procedures
Able to understand the concept and work in a variety of functions across multiple areas of the hotel
Assist in other departments as needed – including oversight of Engineering, Security & Valet Staff
Willing to find projects and complete tasks during the downtimes of the overnight shift
Be prepared to assist and lead guests in any type of Safety situation that may arise
Be fully prepared and trained to assist in the event of any emergencies that may occur
Hyatt colleagues work in an environment that demands exceptional performance yet reaps great rewards. Whether it’s career opportunities, job enrichment, or a supportive work environment, if you are ready for this challenge, then we are ready for you.
Qualifications:
2 years or more of progressive hotel Rooms and/or completion of Corporate Management Trainee Program
Service oriented style with professional presentations skills
Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
Clear concise written and verbal communication skills in English
Must be proficient in Microsoft Word and Excel
Must have excellent organizational, interpersonal and administrative skills
Clear concise written and verbal communication skills in English
Must be proficient in Microsoft Word and Excel
Must have excellent organizational, interpersonal and administrative skills
Primary Location: US-PA-Philadelphia
Organization: Hyatt Centric Philadelphia
Pay Basis: Yearly
Job Level: Full-time
Job: Guest Services
Req ID: PHI002314
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.