Night Manager

The MGallery Hotel Collection features boutique hotels, each with its own original design and unique stories to tell. Choosing to join MGallery is choosing to live and experience Memorable Moments.

MGallery Nairobi Gigiri will feature 105 rooms and suites; four restaurants, including an all-day dining venue, a signature dining experience, a pool bar, and a rooftop restaurant and bar; meeting rooms and a business centre; and wellness facilities spanning a gym, pool and spa.

With a prime location on Gigiri’s Limuru Road, fairly close to Nairobi’s city centre and Village Market, it will attract UN and NGO delegates, consultants and contractors, as well as diplomats, leisure visitors and the local community.

Main responsibilities

• Performs Front Office, Reception and Information operations, applying the organisational structure defined by the Front Office Manager

• Promotes the Pullman brand philosophy through his or her exemplary attitude, behaviour, uniform and excellent communication skills

• Forms the link and interfaces between the hotel's different departments and various points of reception. Is mobile

• 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.

• Promotes the hotel's offers and helps meet the department's quantitative targets through his/her sales efforts

Customer relations

• 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                                                                                       •Ensure that service standards are consistently exceeded                                                                                •Applies a flexible approach and uses own initiative whilst working in a proactive manner                              •Ensure 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)

Should be eligible to live and work in Kenya.