Please note that the required working hours for this role is 11pm - 7am
- Ensure the safety and security of the property and the smooth and efficient running of the Hotel's overnight operation.
- Provide supervision and support to the Front Office team and other departments when required.
- Ensure department policies and procedures are understood by all employees and observed in tasks performed.
- Ensure effective communication of new and updated information regarding policies, rates and general hotel information.
- Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality.
- Be proficient in the use of all front and back office equipment.
- 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.
- Make every effort to fill the hotel to 100% occupancy at the highest possible rate.
- Carry out reception duties as required.
- Assist, as required, calls for reservations.
- Supervise night lobby services including car parking, portering, room service, security and public area cleaning.
- Attend to any disputes referred, ensuring total guest satisfaction. Resolve disputes personally where possible; avoid referring the guest to another person; resolve the issue and offer recover; act quickly to draw the matter to resolution.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
- Maintain a visual presence in the hotel lobby to assist any areas as required and to greet guests on a regular basis.
- Create and maintain a work environment that consistently reinforces exceptional customer service. Promote this environment through leader by example.
Benefits, Rewards, Motivations
- Industry benefits worldwide on accommodation, dining and lifestyle services.
- Access to daily discounted coffee and Ambassador dinning menu.
- A unique training platform to enhance your skills and knowledge.
