Responsibilities
* Schedule the nights team, allocating tasks fairly and monitoring the standards of completed tasks to ensure that optimal levels of productivity are delivered and in line with Company standards.
* Be familiar with the business, including arrivals, departures and special requests.
* Ensure that all customer requests and queries are responded to promptly and effectively and keep all areas clean and tidy at all times.
* Follow the company standards and procedures for guest arrivals and departures.
* Deal with guest complaints in a friendly and efficient manner, ensuring guest satisfaction at all times.
* Train and motivate colleagues.
* Ensure all cash, card, float and till procedures are carried out.
* Follow night audit procedures and generate the relevant reports for each department; run the relevant back up as required.
* Ensure that all guests are safe and comfortable.
* Ensure Health and Safety, fire safety and security procedures are adhered to whilst providing excellent customer service.
* Ensure all security tasks are completed thoroughly and diligently.
* Operate the hotel front office system efficiently and in line with Company standards.
* Provide 5 star service when greeting late check-in guests and ensuring our guests are secure and catered for. The candidate should be able to work independently and also delegate tasks to the night team while staying active during the overnight period.
Qualifications
* The ideal candidate possesses outstanding team management and communication skills. At least 2 years' experience in a similar position is essential, with the ability to work both independently and as part of a team.
* Supervisory experience or being a strong front office or nights team member in a hotel.
* Excellent communication skills to welcome and bid farewell to guests and to interact effectively with colleagues.
* Flexibility to work night shifts (weekends included).
* Ability to recognise what customers want and need; good people skills to work well in a team.
* A genuine interest in serving customers; night work can involve different demands.
* Organised and able to work well under pressure, multi-tasking in a fast-paced environment.
* Commitment to prompt resolution of customer complaints.
* Ability to work alone or with a small team as required.
Benefits
* Competitive salary – dependant on experience
* Access to complimentary Mental Health & Wellbeing services
* 50% off all Bespoke Hotel Stays, and 25% off for family and friends
* 50% off all Food & Beverage during Bespoke Hotel Stays
* A range of local in-house benefits
* Salary £29,406.52 (Plus generous Tronc); 4 shifts out of 7
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