SCOPE
Reporting to the Front Office Manager, the incumbent is responsible for the smooth running of the hotel operations during the night. He/She will lead and manage all sections of the Hotel during the night in order to ensure the highest level of Security and standards of service in accordance with the policies, procedures and standards of the Hotel.
OVERALL OBJECTIVES
- Direct hotel and front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests needs.
- Ensures that all guests receive prompt, cordial attention and personal recognition and resolves related problems.
- Handle all customers complaints during the night to ensure their satisfaction and proper documentation.
- Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.
- Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests specific requirements are addressed in an efficient manner.
- Control room availability for walk-ins and establish accountability for guests departure dates and times.
- During sell out nights, deal with overbooking situations in the most professional and diplomatic matter in order to keep the degree of possible dissatisfaction of guests inconvenienced by the situation as low as possible.
- Complete night audits, reports and day-end closing.
- Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all Front Office team members are able to answer guest requests and questions.
- Other ad-hoc duties
REQUIREMENTS
- Warm, pleasant, friendly and confident, with good interpersonal skills.
- Possess good command of English
- Minimum 3 years experience in a similar role
- Comprehensive Opera knowledge
- Mature & Customer focused
- Able to work permanent night shift
