Night Receptionist
£12.72 per hour
Position Summary:
Assisting with the overall operation of the hotel during night hours, attending to guests' needs including check-in and check-out procedures, maintaining the presentation of key front-of-house areas, and performing some cleaning duties. Taking a proactive approach to supporting the Front Office Department's operations. Reporting primarily to the Front Office Supervisor and secondarily to the Front Office Manager.
Night Supervisor/Duty Manager Duties, Responsibilities, and KPIs:
1. Customer satisfaction: Meeting all guest needs and expectations.
2. Leadership skills: Initiative, problem-solving, staff training, and leadership.
3. Night Audit: Performing night audit procedures, saving BOF files, and printing reports for relevant departments.
4. Emergency handling: Managing evacuations and emergency situations safely and appropriately.
5. Task management: Checking and completing tasks for desk and field staff before submitting to FOM/AFOM.
6. Self-management: Motivating oneself to ensure the night team delivers high service standards.
7. Guest complaints: Handling and resolving guest complaints efficiently.
8. Personalized service: Ensuring personalized guest experiences.
9. Property inspection: Inspecting the car park, cleaning litter, and changing bins.
10. Operational support: Assisting with hotel operations during night hours.
11. Reporting: Writing and sending the night handover report to KHP.
12. Cleanliness: Checking the cleanliness of coffee areas before opening.
13. SOP knowledge: Maintaining knowledge of Standard Operating Procedures.
14. Workplace tidiness: Ensuring the workplace, office, and reception are tidy and clutter-free.
15. Knowledge sharing: Keeping team members informed about hotel products, services, facilities, events, and policies, as well as local area information.
16. Guest relations: Developing high-quality relationships with guests throughout their stay.
17. Safety checks: Conducting at least three fire walks during the night to ensure hotel safety.
Job Requirements:
Excellent customer service skills and the ability to act as Duty Manager, responsible for the hotel, guests, and staff overnight. Responsible for safety and emergency procedures, including evacuations, following hotel policies. Highly organized, results-oriented, flexible, and able to work under pressure. Knowledge of Opera PMS is required.
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