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Night Duty Manager - Casa Brera

Casa Brera a Luxury Collection Hotel Milan
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Part of Marriott International, Casa Brera, a Luxury Collection Hotel, Milan is currently recruiting a Night Duty Manager. 

Reporting to the Director of Front of the House, the Night Manager on duty oversees all property operations during the overnight shift, ensuring that the highest levels of hospitality and service are provided. 

This is a fixed-term contract position and the starting date is on March.

The main responsibilities of the Night Duty Manager are:

  • Representing property management in resolving any guest or property related situation during the night shift in full autonomy. 
  • Managing the flow of questions and directs guests accordingly. 
  • Serves as Guest Relations Manager/Front Desk Manager and handles the tracking of service issues. 
  • Completes end-of-day activities including posting charges to accounts, running night audit backup, and roll the date. 

The Impact you’ll make

In our property nights are never boring and that’s why we need a superhero to oversee our stunning property. You are confident with front desk operations and procedures and can supervise the other team members easily. You will be in charge of the night shift operations and act as the point of reference for both guests and Associate always in compliance with Company standards.

About us

Located near the iconic Teatro alla Scala, Casa Brera, a Luxury Collection Hotel, Milan is an authentic expression of the city’s evocative spirit, intertwined with the rhythm of the Brera neighborhood. The hotel is a gateway to the rich tapestry of Milanese history, art and culture. An interpretation of the city’s timeless elegance, brought to life by celebrated designer, Patricia Urquiola, there are 101 guestrooms and 15 suites, including the refined Milanese Suite. 

Favored by locals and guests, Casa Brera, a Luxury Collection Hotel, Milan, is a must-visit location for worldly epicureans. Presenting a symphony of flavors, regional cuisine is redefined. A rare sky bar and restaurant, Etereo is where a rooftop pool and panoramic views meet exceptional gastronomy. In addition, guests can savor delicious breakfast options and enjoy classic Milanese aperitivo

Here, you will find an authentic and modern team that aims at crafting unique experiences that connect our guests with Milanese heritage in a welcoming and inclusive atmosphere.

 

What we offer

  • A unique opportunity to be part of a luxury lifestyle hotel where we celebrate your unique talent. 
  • Canteen service
  • Part of Marriott International, the largest hospitality brand in the world- this means national and internal promotion opportunities for the right candidates. The sky is your limit here. 
  • World class training and development programs tailored to enhancing your skills and help you grow within the Marriott family. 
  • Work alongside some amazing talent- award winning, experienced hospitality professionals. 
  • Discounted room nights, meals, and spa access in more than 9,000 hotels worldwide-because your wellbeing means so much. 
  • Discounts for your friends and family. 
  • 5euros breakfast when staying at any of our European hotels. 
  • Performance and Recognition programs. 
  • Wellness and sustainability initiatives. 

 

CORE WORK ACTIVITIES

Monitoring Property Operations

  • Directs, monitors, and assists all overnight staff, by coordinating engineering and housekeeping, security and supporting food and beverage operations
  • Coordinates the emergency overnight team and be the point of reference for any sort of emergency
  • Understands and complies with loss prevention policies and procedures.
  • Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
  • Participates as needed in the investigation of associate and guest accidents and reporting them into the relevant systems 
  • Maintains a strong working relationship with all departments to support night property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
  • Monitors and ensures compliance with all Guidelines to Operations 
  • Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc
  • Ensures all employees are in proper uniform and are properly groomed (grooming standards in employee handbook).
  • Ensures employees are working in a safe environment
  • Ensures guest tracking scores and employee opinion survey goals are achieved
  • Communicates any variations to the established norms to the appropriate department in a timely manner.
  • Sends copy of MOD night report to all departments on a daily basis.
  • Strives to improve service performance.
  • Ensures compliance with all policies, standards and procedures and conduct BSA audit for the welcome desk night agent on regular basis 
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

 

Manage Front Office Operations 

  • Process all guest check-ins by confirming reservations in computer system (OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. 
  • Assign room according to guest request and preferences whenever possible 
  • Process check outs and secure payments 
  • Process walk-ins reservations on behalf of the Reservations Supervisor 
  • Ensure rates match market codes and that any exceptions are documented and include an explanation. 
  • Ensure checks that come from outlets (e.g., gym, retail shop, F&B) are scanned and charged to room. 
  • Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine. 
  • Secure valid form of payment (e.g., credit card, cash) prior to issuing room key. 
  • File guest paperwork or documentation
  • Advise guest of any messages (e.g., voicemail, mail) received for them, and send to room if required. 
  • Sell a room/accommodation to guests without reservations based on availability. 
  • Ensures associates are cross trained to support successfully daily operations.

 

Managing the Guest Experience

  • Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate wellbeing is preserved.
  • Empowers associates to provide excellent customer service.
  • Provides immediate assistance to guests as requested.
  • Serves as a leader in displaying outstanding hospitality skills.
  • Responds to and handles guest problems and complaints.
  • Ensures associates understand customer service expectations and parameters.
  • Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
  • Participates in the development and implementation of corrective action plans to improve guest satisfaction.
  • Records guest issues in the guest response tracking system (GXP)
  • Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate wellbeing is preserved.

MANAGEMENT COMPETENCIES

Leadership
  • Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.   
  • Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
  • Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
  • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
  • Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships
  • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
  • Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability 
  • Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
  • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
  • Business Acumen - Understands and utilizes business information to manage everyday operations.
  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
  • General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club). 
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
  • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
  • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
  • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

 

What are we looking for:

  • 1-2 years’ experience in a management position in guest services, front desk, or related professional area.
  • Knowledge of luxury and lifestyle hospitality standards and operating procedures
  • Ideally, knowledge of Opera
  • Fluent Italian and English languages, any other language would be a plus
  • Availability to work the night shift on a regular basis 

 

Explore our very big world

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

You’re welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

 

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

 

The Luxury Collection Hotels & Resorts, con oltre 120 proprietà in più di 35 Paesi, offre la promessa di esperienze autentiche che creano ricordi duraturi e preziosi. Con oltre 100 anni di esperienza iniziata nel 1906 con il marchio italiano CIGA, una collezione delle proprietà più celebri e iconiche d'Europa, il brand vanta una solida base su cui si fonda la nostra continua evoluzione, volta a superare i desideri dei viaggiatori amanti del lusso.

 
Da palazzi leggendari e rifugi appartati a edifici moderni classici e senza tempo, ogni hotel e resort di lusso è un'espressione unica e preziosa del luogo in cui si trova, un portale che svela il fascino e i tesori culturali del luogo di destinazione. Se apprezzi la narrazione evocativa, hai un forte interesse e una passione per il patrimonio della località e desideri offrire un'ospitalità sincera, personalizzata e che anticipa le esigenze, ti invitiamo a unirti al nostro viaggio. Entrando a far parte di The Luxury Collection ti unirai a un portfolio di brand con Marriott International. Scegli un ambiente dove puoi svolgere al meglio il tuo lavoro, iniziare il tuo percorso verso i tuoi obiettivi, entrare a far parte di un fantastico team globale e diventare la versione migliore di te.