Night Receptionist
£12.72 per hour
Position Summary:
Assisting with the overall operation of the hotel during the night-time hours. Attending to guests' needs and requirements, including check-in and check-out procedures. Maintaining the presentation of key front-of-house areas, including some cleaning duties. Taking a proactive approach to supporting the operations of the Front Office Department. Primarily reporting to the Front Office Supervisor, secondarily to the Front Office Manager.
Night Supervisor/Duty Manager Duties, Responsibilities, and KPIs:
* Customer satisfaction: Ensuring all guest needs and expectations are met.
* Initiative, problem-solving, staff training, and leadership.
* Performing Night Audit, saving the BOF files, and printing relevant reports for departments.
* Handling evacuations or emergency situations safely and properly.
* Checking the tasks list for desk and field operators, ensuring completion before submission to FOM/AFOM.
* Self-management and motivation to ensure the success of the Night team in providing high-standard service.
* Handling guest complaints or contentious issues that cannot be settled directly, providing quick solutions.
* Offering personalized service to each guest.
* Inspecting the car park, picking up litter, and changing bins.
* Supporting the overall operation of the hotel during night hours.
* Writing and sending the Night Handover Report to KHP.
* Checking the cleanliness of coffee areas before opening in the morning.
* Having departmental knowledge of SOPs.
* Maintaining a tidy workplace, spotless office, and clutter-free reception.
* Ensuring team members are knowledgeable about hotel products, services, facilities, events, pricing, policies, and local area.
* Developing high-quality relationships with guests.
* 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 team members overnight. Responsible for safety, security, and handling emergency situations according to hotel policy. Highly organized, results-oriented, flexible, and able to work under pressure. Knowledge of Opera is required.
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