To ensure the smooth and efficient running of the hotel to the satisfaction of all guests needs and that the night audit is completed To ensure the security of our guests and hotel as a whole

KEY RESPONSIBILITIES

• Carry out regular rounds; check all areas of the hotel and all the night Team Members.  Ensure quality and presence is maintained at all times.
• Effectively and efficiently manage the operation of nights
• Develop the night team and actively coach on customer care skills, department procedures
• Carry out on job training
• Support all the hotel Team Members during the night in order to ensure a smooth, prompt and professional service.
• Undertake regular inspections in the reception and hall area to ensure that the installations and equipment are in a clean, perfect condition, well maintained and replaced / renewed as required
• Be knowledgeable  and conversant of Front Office systems ( Opera, Holidex etc) and know back up procedures and system recovery procedures
• Promote in-house sales by thorough knowledge of the hotel and active selling of the hotel’s facilities.
• Know what to do in case of an evacuation/fire alarm or other emergencies (i.e. bomb threats, cyclones).
• Deal with guests’ complaints and ensure prompt satisfaction of the guest.
• Take over from the previous shift and pass on all relevant information to the next shift, including the volume of business, special guests/events, and issues to be clarified /completed.  Document in log book.
• Maintain current hotel/membership information and special programs
• Identify training needs, assist in developing training plans and train his/her Team Members.
• Establish a friendly and helpful attitude to all guests and staff
• Ensure staff adhere to Standards and Procedures for cash handling
• Is jointly responsible for adherence to the Credit Policy at reception.
• Draw up the daily logistics statistics (check the accuracy of the accommodation prices and market segments of individual and group bookings).
• Ensure all ordering and delivery of guest’s newspaper and correct charging and controls are implemented
• Ensure early morning calls are actioned at the time specified and to the standard laid down
• Breakfast trays are delivered and service is given to the rooms when required
• Ensure all cleaning  of areas as dedicated by the GM and executive housekeeper, removal of all trays from public areas, bedroom corridors as necessary.
• Ensure all money for the payment of services are accounted for using the correct company procedure
  • Develop, update and train standards and procedures
  • Produce Revenue Reports
  • Perform file backup maintenance
  • Review all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers
  • Week end and Month end reports completed in line with policy
  • Advise Line Managers of recurring errors
• Ensure all new starters attend company orientation within four weeks of starting employment

·         Oversees the Night Audit Function