Night Manager (Arden Hotel)

About Us

Wentworth Hospitality Group 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 features two standout hotels, the Loden Hotel and the Arden Hotel. The Loden Hotel is a luxury award-winning boutique hotel, recognized locally and globally; located in the Coal Harbour neighbourhood of downtown Vancouver. The Arden Hotel is a boutique hotel where thoughtful design meets genuine hospitality; located in the heart of downtown Vancouver, this West Coast–inspired boutique hotel seamlessly blends into the city’s urban fabric.

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

• 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 3 days.
• 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

• Experience: Minimum of 2 years previous service excellence in a guest services, reservations and/or audit-related capacity within a luxury hotel environment.

• Knowledge of Vancouver’s local attractions, culture, and experiences.
• Detail oriented with a high level of accuracy.
• Exceptional interpersonal and customer service skills.
• Must understand how to communicate, negotiate, and network effectively.
• Good organization and time management skills.
• Well-organized and responsible with an aptitude in problem-solving.
  

• Strong understanding of hotel operations and guest service standards.

• Strong communication skills, both verbal and written with the ability to interact with guests, colleagues and leadership.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Passion for hospitality and a genuine desire to exceed guest expectations.
• Multilingual abilities are considered an asset.

• A team player with a high level of dedication.
• Flexibility to work overnight shifts, weekends, and holidays.
• A valid driver’s license and abstract is required.
• Must be able to lift and move items weighing up to 23 kg.

• Computer Skills: Proficiency in hotel management systems and Microsoft Office Suite.

Please apply through wentworthhg.com via the link provided: https://amacon.bamboohr.com/careers/509