Your key responsibilities & contribution will be:

• Coordinate and supervise all night shift operations, ensuring seamless communication and collaboration among departments.
• Act as the primary point of contact for guests during the night, addressing any concerns, resolving issues, and providing exceptional customer service.
• Implement and enforce security measures to ensure the safety and well-being of guests, employees, and the property.
• Conduct regular inspections of the hotel premises to identify and mitigate potential safety hazards or maintenance issues.
• Collaborate with the Front Office Manager to develop and implement effective training programs for night shift employees, focusing on service excellence, emergency procedures, and crisis management.
• Monitor and maintain accurate records of incidents, complaints, and any other relevant information during the night shift, ensuring proper documentation and follow-up actions.
• Maximize revenue opportunities by identifying upselling and cross-selling opportunities to enhance the guest experience.
• Foster a positive and supportive work environment, motivating and empowering the night shift team to deliver exceptional service.
• Stay updated with industry trends, best practices, and emerging technologies relevant to night operations and guest experience, implementing innovative ideas and improvements.
• Collaborate with the Reservations and Revenue departments to optimise room availability, rates, and occupancy during the night shift.
• Act as a liaison between different departments, fostering effective communication and problem-solving to ensure a smooth operation during the night.
• Respond promptly and effectively to emergencies, coordinating emergency response efforts and ensuring appropriate actions are taken.
• Continuously review and improve operational processes and procedures to enhance efficiency, productivity, and guest satisfaction.
• Demonstrate a proactive approach to guest service by anticipating guest needs, resolving issues before they escalate, and creating memorable experiences.

Qualifications

What you will need to do in this role?

• 3 – 5 years’ experience in the luxury hospitality industry
• Excellent customer service skills
• Highly organised with the ability to work independently
• You drive a high performance culture, setting clear expectations, empowering your team and holding them accountable
• You are a critical, strategic thinker, evaluating the changing context, challenging the way things are done and driving continuous improvement and innovation.
• You are a great role model, inspiring your team to strive for excellence. You create a positive and open culture, you show appreciation for others.
• You are able to execute a plan through the team, and are proactive in taking ownership to progress our strategic plans.
• You have high emotional intelligence being empathetic, self-aware, open minded, and you demonstrate humility.
• You are able to meet changing business needs, and initiate change, as well as demonstrating flexibility and embracing it. You manage change effectively with your team.
• You are able to work under pressure in a fast paced environment and confident in making important decisions
• Degree or diploma in hospitality management
• Knowledge of Opera

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

Additional Information

What’s in it for you?

• Competitive salary, pension, and life assurance
• 31–33 days of holiday (including public holidays)
• Cashback for wellbeing/healthcare expenses & Perkbox
• Exclusive discounts:
  • Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included)
  • 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants
  • 20% off at other Gordon Ramsay restaurants and Restaurant 1890
• Free stay at The Savoy after probation
• Colleague restaurant, interfaith prayer room and wellness room
• Laundry services for all colleagues
• Gym access, cycle-to-work scheme and Virgin Active membership discount
• Season ticket loan for commuting
• Employee assistance program
• English classes, optician reimbursements, and local discounts for F&B and retail

Job-Category: Rooms

Job Type: Permanent

Job Schedule: Full-Time