At MGallery, we believe in the power of each moment, from the spectacular sunrise to the stolen glances. Our hotels are more than just a collection of unique destinations—they are a tapestry of stories, culture, and local essence, woven together to create a distinct hospitality experience. Since 2008, MGallery has been dedicated to building a diverse offering.
The Night Manager is responsible for overseeing all Front Office, Reception, and Information operations, applying the organizational structure defined by the Front Office Manager. This role promotes the La Maison brand philosophy through exemplary attitude, behaviour, uniform, and excellent communication skills. The Night Manager forms the link and interface between the hotel's different departments and various reception points, ensuring mobility across areas.
Main Responsibilities
Customer Relations
- Takes care of guests from their arrival through to their departure.
- Contributes to guest satisfaction at all times by providing high quality services throughout their stay.
- Contributes to guests' sense of wellbeing and loyalty, by establishing a warm and personalised relationship.
- Gives priority to guest relations, while taking care to respect administrative procedures.
- Anticipates guests' needs and takes them into consideration.
- Handles guests' requests for information and provides answers; puts them in contact with the appropriate people.
- Handles any customer objections, comments or complaints; provides a response as soon as possible while the guest is still at the hotel.
- Promotes the use of the automated check in/check out kiosks to guests and provides assistance.
- Collects and inputs information on guests, to improve future visits to the hotel.
Professional Techniques / Production
- Manages the flow of hotel customers, keeping waiting times to a minimum.
- Makes the guest's stay easier, providing appropriate information and solutions to meet his/her needs.
- Takes care of the arrival and departure processes for guests in compliance with internal procedures.
- Informs guests about the formalities, any particular conditions relating to their stay and the services available in the hotel.
- Handles phone calls.
- Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the department.
- Ensures that all guest documentation is up-to-date and available.
- Handles reservations for all points of sale as needed.
- Is the point of contact for information both destined for hotel customers and concerning them.
Team Management and Cross-Departmental Responsibilities
- Assures the interface between all hotel departments and service-providers if necessary.
- Helps train and develop other members in the team.
- Ensures that service standards are consistently exceeded.
- Applies a flexible approach and uses own initiative whilst working in a proactive manner.
- Ensures the smooth running of the shift whilst providing all members of the team with support and coaching.
Commercial / Sales
- Promotes the hotel's range of services in order to increase sales.
- Applies and actively supports the hotel's pricing policy in order to increase REVPAR.
- Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs.
- Encourages synergy within the marketplace by applying the inter-hotel coordination policy. Advises guests on potential trips to other Accor hotels.
- Conducts visits of the hotel and points of sale. Gives feedback to the Sales department.
Management and Administration
- Respects procedures governing invoicing and cash operations.
- Manages the cash under his/her responsibility.
- Undertake administrative tasks.
Hygiene / Personal Safety / Environment
- Ensures that the workplace remains clean and tidy.
- Knows and applies the hotel's safety regulations (in case of fire etc).
- Ensures the safety of people and property.
- Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc).
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