Night Manager

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and a 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The Night Supervisor will provide supervision and direction in the Front Desk and all other areas in the hotel during the night with the objectives, performance and quality standards established by the hotel.

Responsibilities

Departmental:

• Monitor inventory levels and order supplies as needed and ensure front desk areas are stocked for morning and afternoon operations.
• Ensure accuracy in billing and payment processing, including handling cash, credit cards, and other forms of payment.
• Ensure compliance with all relevant laws, regulations, and industry standards, including safety, security, and hygiene requirements.
• Implement quality assurance measures such as regular inspections and audits, to uphold brand standards and service excellence during the night.
• Communicate effectively with external stakeholders through various channels, including in-person, phone, email, and social media.
• Ensure proper, efficient and profitable functioning of the overnight shift.
• Ensure supervision of overnight cleaners.
• Ensure supervision of all other hotel overnight staff in other areas.
• Maximize room revenue and occupancy by effectively controlling rates and availability.
• Clarify duties and responsibilities of overnight Front Office colleagues and ensure that work processes are in a logical order.
• Always ensure proper staffing.
• Ensure that Legendary Quality Standards, policies, and procedures are properly understood and followed through.
• Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff.
• Cooperate and coordinate teamwork with other departments.
• Perform any other reasonable duties as required by the Front Office Manager or management of the Hotel.
• Ensure proper handover of his/her shift to the incoming Duty Manager or Front Office Manager, thus to ensure the quality of our standard and most of all, the safety of the hotel, its guest and colleagues at all time.
• In charge of the daily Infor night run.
• Responsible of the first accounting run (daily credit card receipts, paid outs, cash receipts and currency).
• In charge of end-of-month closing (Infor).
• Ensure that all night audit functions are completed efficiently.
• Creates daily Handover for colleagues.
• Check cash float at the beginning and end of each shift to ensure amounts are correct.

 Colleague Relations:

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.

Guest Relations:

• Warmly engage and converse with guests.
• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs) standards
• Create WOW moments to surprise and delight in house guests.
• Handle all guest complaints and comments relating to the department tactfully.
• Greet any VIP guests during the night or early morning and ensure smooth arrival/ departure experience.
• Handle all incoming reservation calls and walk in reservations.

Skills and Qualifications

• Senior High School qualification or equivalent.
• Degree in Hospitality or Hotel Management is an advantage.
• Minimum 2 years’ experience working in a 5-star hotel environment.
• A minimum of 1 year of Night Manager experience.
• Strong commands of Microsoft Office products, PSMS, Alice, Alliants, HotSoS, and Rex.
• Previous experience working in the Middle East is an advantage.
• Hotel pre-opening experience is an advantage.
• Ability to understand guest needs and expectations and to deliver superior customer.
• Perform job with attention to details and the ability to organize and handle multiple tasks effectively.
• Clear communication; effective verbal and written communication skills in English. Arabic is a must.
• Proven ability to successfully motivate and lead a team.
• Ability to plan and organize large projects.
• Ability to prepare departmental reports.