Night Manager

About Us

Wentworth Hospitality Group (Amacon's Hospitality Division) is a leading hospitality group in Canada. We pride ourselves on our attention to detail, continuously innovating and improving, we strive to set new standards in the hospitality industry. At Wentworth, we are more than just a place to stay or dine; we are a destination where lasting memories are created, and guests feel genuinely appreciated and at home.

Wentworth is pleased to announce our upcoming hotel, The Arden Hotel, a boutique destination where thoughtful design meets genuine hospitality. Situated in the heart of downtown Vancouver, this West Coast–inspired property blends effortlessly into the city's urban landscape. With timeless design and personalized service at its core, the Arden offers a welcoming experience where guests always feel at home.

At the Arden Hotel, the Guest Experience is our top priority. We blend approachable hospitality with refined luxury accommodations, creating personalized and authentic experiences that make our guests feel at home in Vancouver. As a boutique hotel, we value the trust our guests place in us and are committed to delivering consistently high-quality service, while remaining agile and attentive to individual guest needs.

Position Summary 

The Night Manager plays a key role in delivering this experience by ensuring the seamless overnight operation of the hotel. Reporting directly to the Director, Guest Operations, the Night Manager balances operational excellence with exceptional guest service, overseeing nightly financial and operational processes, and actively engaging with guests. This role is essential in upholding the standards and service culture of a luxury boutique hotel.

Position Responsibilities 
Working under the steady hands of the Director, Guest Operations, you play a key supporting role within our Guest Experience Team, with your home base at our reception desk. While on-scene, you:

• Perform all Night Audit duties, including but not limited to the posting of room and tax charges, balancing and reconciliation of accounts, statistical reports, MOP settlements and ensuring that revenue opportunities are maximized under controlled parameters
• Have a consistent and constant Front Desk presence throughout your shift until AM EA arrives in the morning. Sitting in the back office during overnight is not permitted
• Follow up on Arden emails and communicate with the Director, Guest Operations, for updates and follow up as necessary
• Spot check 5 cars for accuracy: Damage, location, departure date, car and guests details
• Check for any Open Folio Report Daily and make sure to close all Open Folios before rolling the night audit. Send email to follow up if unable to close overnight
• Review Credit Card refunds transactions for the day in Opera and send email to accounting directly
• Review Arrival List for next 3 days prepared by PM EA and double check if all preferences and guests inquiries are communicated to appropriate departments and recorded on Ebook for the follow up
• Balance Market Segment in a nightly basis by creating daily Market Segment Tracking sheet for Night Audit team and communicate with accounting for immediate follow ups
• Communicate Daily with accounting team to learn about errors and discrepancies from night audit team
• Review amenity supplies as required and provide updates to manager regarding restocks
• Monitor reservation & Concierge emails overnight and confirm that all emails and inquiries have been completed or forward to the appropriate departments
• Balance Room Inventory for next 3days.
• Review House Accounts and reconcile
• Create EA Performance Tracking sheet for EA posting error and Missing Information in Opera from check in
• Night Houseperson Performance Report. (Please include brief Night House Person report. Cleanness of the lobby and other common areas, clear Communication via radio or phone, Front desk presence during night audit team's car check, Lobby Floor Moping time, Front entrance presence from 6am-7am, Is he to assist for any inquires overnight and so on)
• Always engage hospitality, acknowledging everyone within your immediate proximity and exchanging hospitable eye contact at all times
• Assist fellow colleagues throughout the hotel to provide our guests with incomparable individual experiences
• As a Night Manager, you represent the Arden at all times - ensuring your personal presentation, uniform and body posture reflect our luxury brand
• Work in a consistent "Safe Work Practice" manner at all times
• Ensure that communication with fellow colleagues is professional at all times
• Courteous and professional verbal communication. Recommended responses are "my/our pleasure, you're welcome, happy to help, absolutely, of course, anytime, I would be delighted"
• Periodic skill testing on Vancouver experiences will be reviewed to ensure knowledge is current
• Provide support and assistance as requested or required by the Manager-On-Duty
• Welcome our guests during the arrival process, collecting & confirming pertinent guest information and ensure our reality meets their expectation
• Make a last impression on departure, settling final accounts, offering your personal assistance on future reservations and taking immediate ownership of any concerns
• Go the extra mile, responding to guest inquiries with ease & finesse and performing in an intuitive manner that stirs the guest's soul
• Provide courteous and efficient telephone service and person care at the level expected at 5 diamond/star hotels
• Field reservations inquiries from perspective guests via all available communication channels, providing suitable guestroom options that complement their needs and wants, being sure to secure the final booking
• Ensure inter-departmental communication and cooperation in the interest of continued guest satisfaction
• Flexible with working hours as your responsibilities when scheduled may include a night audit support when required
• Self-motivator, well organized and flexible to the ever changing needs of our hospitality industry

Experience & Qualifications 

• Have under their belts a minimum of 2 years previous service excellence in a guest services, reservations and/or audit-related capacity within a luxury hotel environment
• Are highly knowledgeable on all that Vancouver & the surrounding area have to offer
• Radiate high energy & strong VIBES and demonstrate a knack for building awe-inspiring rapport with their audience
• Possess an eye for the smallest detail and maintain a keen sense of urgency throughout the performance
• Exhibit award-winning organizational abilities & show a natural skill for multi-tasking & prioritizing
• Are "take charge" & creative decision-makers who can maintain control of the overall scene and keep the performance moving at all times
• Are up-to-speed on all the latest technological wonders and highly computer-savvy
• Maintain a flexible performance schedule to accommodate operational needs of a 24/7 hotel environment

Please apply through via the link provided:  

Location

Vancouver, British Columbia

Department

Arden - Guest Experience

Employment Type

Full-Time

Minimum Experience

Mid-level

Compensation

$60,000 - $65,000