Previous hotel experience is essential for this role
40 hours per week / Paid overtime / Must be flexible to work weekends
TASKS, DUTIES AND RESPONSIBILITIES
SUPERVISE AND CO-ORDINATE NIGHTS SHIFT ACTIVITIES TO PROVIDE THE HIGHEST STANDARD OF SERVICE AT ALL TIMES
· Achieves customer satisfaction and rooms revenue goals by supervising Front Office employees.
· Is proficient in all Front Office procedures and computer systems.
· Utilises supervisory and motivational skills to maximise employee productivity and satisfaction.
· Supervises Night Porter/Receptionist/Driver, ensuring tasks are completed thoroughly, taking corrective action where necessary.
· Recommends to Front Office Manager how to improve guest service and efficiency in Front Office operations.
· Supervises and participates in the prompt and courteous check-in, check-out and servicing of guests.
· Communicates open and closed dates, availability and condition of rooms to appropriate individuals.
· Knows current rooms availability, and is familiar with future availability.
· Keeps effective key control, including Hotel Master Keys
· Ensures that guest mail and messages are delivered promptly.
· Oversees the proper handling of advance deposits.
· Runs a credit check report, and analyses it for possible doubtful accounts.
· Checks that discount, billing instructions, and credit policies are followed, and takes action when needed.
· Authorise paid-outs and discounts.
· Makes sure Front Office employees utilise yield management to maximise room revenue.
· Checks the daily arrival list, and makes necessary preparations if hotel is sold out.
· Looks after room allocation for VIP guests and returning guests, and follows-up on VIP lists and room blockings. Arranges VIP gifts for new arrivals and ensures satisfaction of in house VIPs.
· Closely monitors daily Allowances, Paid outs and Petty Cash by Receptionists
· In the absence of Night Manager, takes disciplinary action when required. Follows-up with FOM at earliest opportunity.
· Liaises with Housekeepers at all times in matters pertaining to early departures, late checkouts, room moves and early arrivals.
· Ensures that the Front Office filing system operates efficiently and is cleared down at end of each financial period.
· Liaises with Accounts Department to ensure efficient control of City Ledger, PM Accounts, and other Front Office Cashier roles.
· Ensures correct procedures are followed at all times regarding Front Office floats and the Front Office safe. Informs FOM of all discrepancies.
· Assists One Touch Service with delivery of Courtesy Calls and provides support when required.
· Ensures adequate coverage of Front Desk at all times.
· Works closely with Reservations and Housekeeping to ensure common goals are reached in every situation.
· Issues new SOPs as directed by FOM.
· Completes 6 week wage forecast and weekly timesheets accurately when required to do so by FOM.
· Ensures the presentation and ambience in the foyer are of a high standard. (Cushions, music, clearing tables, etc).
· Performs Duty Management shifts.
· Ensure the minibus is properly managed and check that revenue is posted when necessary.
· Volunteer to do minibus transfers when necessary (if insured/over 25yo).
· Do regular checks to ensure car park revenue is correctly posted
· Manages room inventory including out of service and out of order rooms- liaising on room status with Maintenance and Housekeeping
· Oversee any Group bookings
· Ensure that you lead by example, and that departmental targets are met
LIAISON BETWEEN GUESTS AND MANAGEMENT
· Handles promptly and courteously problems regarding customer room accommodations and rates, notify appropriate Department Head when needed.
· Handles promptly and courteously all guest comments, complaints, requests or inquiries; takes necessary action, and thorough follow-up.
· Greets and escorts returning guests and VIP's to guest rooms upon check-in.
· Handles personally walk-outs in fully booked situations.
· Is present on the front desk when possible.
· Helps the Night Manager to show meeting facilities, guest rooms and other public space to potential guests.
· Assist other Departments as required to ensure smooth Hotel Operation.
FLUENT IN FRONT OFFICE TECHNOLOGY
· Is able to operate switchboard, fax machine, key programmers, PCs and printers, hotel alarm systems, and other Front Office equipment, and is able to make basic updates and changes when needed.
Is able to operate and maintain any system back-up to above equipment as required
Job Types: Full-time, Permanent
Pay: £12.90 per hour
Expected hours: 40 per week
Benefits:
* Discounted or free food
* Employee discount
* Gym membership
* On-site parking
Work Location: In person