Assistant Night Manager

2 weeks ago


Nelson, New Zealand Accor Hotels Full time

Profil du PosteL'Hotel Manager de nuit est responsable de la gestion quotidienne de l'hôtel, y compris la supervision des équipes, la gestion des clients et la résolution de problèmes.Fonctions PrincipalesAssurer les nuits en coordination avec le Directeur de nuitReprésenter la Direction Générale à toute heure de la nuitSuperviser l'activité du Hall de l'hôtel (Conciergerie, Bagagistes, Voituriers, Réception, Lobby Ambassadeur)Gérer les limites de crédit chaque jour pour l'hôtel avec suivi auprès des clientsContrôler la facturation des parkingsRédiger et communiquer le Tableau de Bord journalierRédiger et communiquer le Early Bird journalierRédiger, contrôler et communiquer le Logbook journalier des House ManagerCommuniquer les commentaires clients reçus sur la plateforme Trust YouRépondre aux commentaires des clients sur la plateforme Trust YouRépondre aux demandes des clients via la communication digitale (EasyWay)Assurer un suivi relationnel constant avec les clients durant leur séjour : satisfaction, plainte, départ (EasyWay)Gérer les accueils et accompagnements des clients VIP (Meet & Greet)Enregistrer les clients au club fidélité ACCOR : ALL (ACCOR Live Limitless)Réaliser des SparklesAssurer le suivi des clients VIP de la Direction à la Direction GénéraleGérer les diverses plaintes clientsSuperviser le bon déroulement des activités dans l'hôtel (Lobby Lounge, Horizon, Nobu, In Room Dining, groupes meeting et repas)Inspecter les chambres prévues pour les TOP VIPAssurer le respect des procédures auprès des collègues sur le terrainFaire vivre les procédures : création, suivi explication, mise à jour pour tout type de procéduresOuvrir les coffres forts en chambreGérer les lectures et reprogrammations des serruresS'assurer du bon état et de l'entretien des lieux publics par délégationS'assurer du nettoyage et entretien des chariots à bagagesS'assurer du nettoyage et entretien des locaux utilisés par les Heartists (Bagagerie, Back Office...)S'assurer du nettoyage et entretien des divers pods dans le Lobby (House Manager, Réception, Conciergerie)S'assurer de la bonne mise en place des lieux publics selon procédures en cours avant 6h30Gérer les équipes durant les absences des Chefs de service pour tous les services de l'hôtelContrôler le grooming des Heartists travaillant la nuit, dans tous les servicesAider à la bonne marche des opérations de clôture journalière, c/in et c/out.Gérer les prises de décisions, responsabilités, et suivis émanant normalement de la Direction lors de son absenceAnticiper et répondre à tous les problèmes susceptibles de survenir pendant sa présenceGérer la résolution des accidents de voitureAssurer la création et le suivi des dossiers assurances (voitures, corporel, et matériel)Gérer les accidents de travail des employés dans l'hôtel avant l'arrivée de la sécurité et/ou des pompiers, lorsque le Chef de service est absentVeiller au respect des normes d'hygiène et de sécuritéAssister aux réunions des Chefs de ServiceÊtre disponible à toute demande venant de la Direction Générale et la gérer avec discrétionGérer différents dossiers et études émanant de la DirectionAutres tâches telles qu'assignéesQualifications requisesUne expérience dans le domaine des Evénements et de l'Hôtellerie RestaurationUne expérience en RéceptionPrécédente expérience dans le secteur hôtelier ou le domaine du tourisme souhaitéeMaîtrise courante de la langue française, anglaise et italienneConnaissance et expérience du système Opera CloudDiplôme supérieur (hôtellerie ou tourisme)Maitrise du Pack Office (Word, Excel, PowerPoint...)Flexibilité sur les horaires en fonction des activités et besoins clientsEsprit d'équipe, sens commercial, sens de l'accueil, responsabilité, polyvalence, organisation, réactivité, dynamismeCompétences dans le domaine de l'organisationPrises d'initiativeExcellentes compétences en communication requises, à l'écrit et à l'oralCompétences interpersonnelles et de résolution des problèmes prononcésParticulièrement responsable et fiableCapacité à concentrer son attention sur les besoins des clients, en restant calme et courtois à tout momentBon formateurConditions de TravailIndemnité de nourritureIndemnité de transportMutuelle d'entreprise avec prise en charge par le fonds social à hauteur de 50%Tarifs réduits dans l'hôtel (restauration, coiffeur, spa...)Tarifs réduits dans les hôtels du groupe Accor Hôtels
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