Night Duty Manager

Department: Vertus

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Company: Vertus Residential Management Limited

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Reporting to: Assistant General Manager

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JOB SUMMARY

We are recruiting a Night Duty Manager to lead our dynamic Nights Front of House team. This full-time roles will work 10-hour shifts in a pattern of 4 on 3 off, including weekends. Shifts will be 10pm-8am.

Reporting directly to the Assistant General Manager, you will ensure that guests have the best experience and consistently deliver the highest levels of customer service.

Please note, the first month of employment will be based on the day shift with the assistant General manager and Day Duty Managers.

Annual Salary: £38,100

Location: 3 & 15 West Lane

MAIN RESPONSIBILITIES

MAIN RESPONSIBILITIES:

• Look after our guests, which may include check in/check out, handling billing, making sure guest accounts and data are correct, and dealing with any requests and enquiries.
• Serve as initial escalation point for guest issues, resolving them where possible and escalating to the Assistant General Manager, if needed.
• Take ownership of the lobby space and ensure everyone who walks in through the doors feels welcome.
• Familiarise yourself with all room types to better assist guests.
• Get to know the neighbourhood and give guests recommendations of the best places to visit.
• Maintain flexibility with shift arrangements to accommodate operational needs.
• Respond to guest reviews and surveys individually and addressing all points raised.
• Creating Standard Operating Procedures (SOPs) for the department and following existing ones.

TEAM MANAGEMENT AND COMMUNICATION:

• Ensure effective communication with all departments to facilitate smooth service delivery.
• Receive comprehensive handovers from the Duty Manager (day or night) and address any outstanding issues.
• Keep the Duty Manager Log updated, ensuring all follow-up tasks are clearly outlined for the next shift.
• Oversee the performance of the team, providing feedback to the Assistant General Manager.
• Supervise and direct both day and night staff, ensuring optimal team coordination.
• Provide support to team members on shift as necessary.
• Assisting the Assistant General Manager with on-boarding and training new team members.
• Ensure completion of appraisals for assigned Hosts.

COMPLIANCE AND POLICIES

• Comply with all People & Development policies and procedures in the management of team members.
• Adhere to GDPR regulations, ensuring the protection of guest data.
• Follow aparthotel protocols regarding fire safety, hygiene, and health regulations, as outlined in the Team Directory.
• Stay informed on fire and security procedures, accident reporting, cash handling, and uphold the aparthotel's codes of conduct.

HEALTH SAFETY AND WELFARE RESPONSIBILITIES

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

ENVIRONMENTAL RESPONSIBILITIES

All Staff are required to follow the Canary Wharf Group plc (CWG) Environmental Policies for minimisation of waste and effective energy management as defined in the CWG Environmental Manual and associated documents.

QUALITY MANAGEMENT RESPONSIBILITIES

All staff are required to comply with CWG Quality Management System requirements detailed within the Company Quality Manual & Policies, and to ensure that all Procedure; Plans and Forms within SharePoint are effectively implemented to meet the set ISO 9001 Quality Management Standard.

PERSON SPECIFICATION

• Previous management experience in the night hospitality sector is essential.
• Strong leadership skills with the ability to motivate a team.
• Excellent communication and interpersonal skills displaying an understanding of our guests' needs.
• Have a positive, can-do, approach to the role.
• Attention to detail to ensure you delight our guests.
• Good level of computer literacy using Microsoft Word, Excel and Outlook.
• High standard of written and spoken English, additional language skills are of benefit.
• Flexibility and adaptability, energy and enthusiasm.
• Problem solving, well organised and ability to work well under pressure.
• Right to work in the UK required.

HEALTH SAFETY AND WELFARE RESPONSIBILITIES

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES

Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.

QUALITY MANAGEMENT RESPONSIBILITIES

In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.

COMPANY VALUES

Commit to Excellence

• Act with integrity and deliver high performance
• Put our customers at the heart of what we do
• Resolve issues by providing high quality solutions

Foster Collaboration

• Find opportunities to collaborate with others across the business to achieve shared goals
• Encourage inclusive networks and treat others with respect and fairness
• Use knowledge to work effectively with suppliers / contractors to meet shared goals

Encourage Engagement

• Confident in making decisions appropriate to the role
• Learn from mistakes and listen to constructive feedback to improve performance
• Prioritise safety and actively support community, wellbeing and sustainability programmes

Take Ownership

• Take pride in delivering high quality service which exceeds expectations
• Committed to opportunities for self-development
• Take responsibility for my own performance and look for ways to improve

Embrace Innovation

• Embrace change and innovation
• Proactively suggest ways to improve our business and encourage others to share ideas
• See new challenges as opportunities to deliver effective change

WHAT WE OFFER

Diversity and Inclusion

We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working

As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development

At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits

We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.

If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.

Early applications are encouraged as we reserve the right to appoint at any point.