Night Receptionist / Auditor

Summary

Under the direction of the Front Office Manager, and within the limits of Front Office policies and procedures, assist in achieving the goals and targets set in budgets by maximising RevPAR / Occupancy / Average Room Rate, by maintaining as well as by building on the reputation of the hotel and by ensuring that business objectives are accomplished.

The Night Receptionist is responsible for smooth service to guests during the night and correct daily accounts closing.

Duties and Responsibilities

• Represent the General Manager in his / her absence

• Represent the Front Office Manager in his / her absence

• Make book-outs if necessary

• Inform the housekeeper, the concierge, room service, etc., of special requests, early and late departures, room changes, taxis, newspaper requests and all other important information

•  Check the registration forms and correct the transfer of the data in the computer, updating profiles

• Responsible for the cash inventory allocated to him, i.e. daily check, declaring shortfalls and separate calculation of tips

• Promote in-house sales by thorough knowledge of the hotel and active selling of the hotel's facilities

       Familiar with the daily hotel activities

• Print rate variance report for reservations checked in on the day and check their room rates and board basis, especially where you have special rates, to make sure that the rate is not zero, and compare rates with the dossier

   Maintain regular contact with frequent guests and all-important guests of the hotel

• Contact the partner for guests and Team Members in relation to all problems and complaints during the night

• Deal with guests’ complaints and ensure prompt satisfaction of the guests

• Give information and take bookings for transfers, restaurants, theatres, concerts, city tours etc.

• Be able to give correct information to fellow Team Members and / or guests regarding the hotel

• Ensure that all interfaces are running

• Carry out the daily closing and a data backup of the software system for reception and accounting

• Responsible for maintaining quietness, order and safety and security in the hotel.

• Carry out regular rounds and check all areas of the hotel, all night Team Members and companies (quality and presence)

• Aware of the joint responsibility for safety in our hotel and abides strictly by all the safety instructions, especially when operating the machines and equipment

• Behave at all times in such a way as to avoid accidents

• Able to raise the internal alarms correctly

• Know how to what to do in case of an evacuation / fire alarm or other emergencies

• Ensure that all front doors and stores belonging to the department, as well as the key cabinet for the whole department, are kept locked at all times

• Know the emergency equipment on the telephone switchboard, how to use it and what to do in cases of emergency

Confidentiality

• Whilst working for the Company, there will be access to a wide variety of confidential information concerning the company, guests and employees

• It is that all such information remains confidential and must not be disclosed to anyone outside the Company, guests or employees, unless otherwise stated. Please refer to the Employee Handbook for full policy details

Health and Safety

• Is aware of and complies with safe working practices as stipulated by Health and Safety Legislation and as applicable to the incumbent's place of work. This will include awareness of any specific hazards at the workplace

• Wears appropriate and obligatory protective clothing provided or recommended by the Company

• Report any defects in the building. plant or equipment according to hotel procedure

• Ensures that any colleague, guest or visitor accidents are reported immediately in accordance with correct procedures

• Attends statutory Fire, Health and Safety training and is fully conversant with and abides by all rules concerning:

  • Fire health and safety

  • Regulations, such as COHSS in the European Union, related to the control of substances hazardous to health

  • Risk Assessment for your department

  • Hotel Fire and Bomb Procedures

Other Information

• As the hotel's level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

• The above description is not to be regarded as exhaustive. Other duties and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

Talent Profile

• Experience

  • Previous guest exposure in the tourism and hospitality industry desired

  • Crisis management

  Skills and Knowledge

  • Customer resolution training.

  • Knowledge of first aid

  • Previous upsell training

  • Previous team leading training and experience

  • Additional European Language desired

  • Microsoft Office, PMS such as Opera, Go Concierge, Internet

  • Team leading skills

  Education or Qualification

  • A diploma for hospitality-related studies is desired.

  Requirements

  • Unsociable hours

  • Shift working

  • Flexible