Job Description

Effectively manage the daily reconciliation of the Hotel’s trading.

Check and prepare reports and statistical information in accordance with service standards and auditing procedures during the night shift.

Ensure maximum guest satisfaction as well as the safety and security of the property.

Review and build upon existing SOPs and work with the Rooms Division Manager to ensure a seamless process and policy system is implemented.

Provide supervision and support to the Front Office team and other departments when required, particularly focussing on developing and mentoring the Overnight team.

Ensure department policies and procedures are understood by all employees and observed in tasks performed.

Implement training programs for all employees, conduct induction and skills training.

Be aware of room availability and sensitively manage overbooking situations where relocations are required.

Supervise the operational success of all overnight services and functions including car parking, portering, room service, security and public area cleaning.

Attend to any disputes referred, ensuring total guest satisfaction.

Maintain a visual presence in the hotel lobby to assist any areas as required and to greet guests on a regular basis.

Ensure strong interdepartmental relationships are built and maintained to ensure the operational success of the hotel across all areas and departments.

Create and maintain a work environment that consistently reinforces exceptional customer service.

Carry out additional duties as requested by your manager or their designate.

Act on behalf of the Rooms Division Manager and hotel management in their absence ensuring to maintain the high standards expected by our guests.

Qualifications

4 years experience in Front Office.

Serviced focused personality is essential.

Strong interpersonal and problem-solving skills.

Motivation to work at Night.

Prior experience working with Windows, Microsoft Office Suite and Opera (or a related PMS system).

POS experience is an asset.