Job summary -
· Oversee operational departments and guest services on the overnight shift in the following areas: Valet, Reception, Housekeeping, Engineering, Security, Stewarding, Kitchen and Room Service. Ensure smooth hotel operations during the overnight shift. Assist all departments during high demand periods.
Essential Duties and Responsibilities – (Key Activities)
The following are specific responsibilities and contributions critical to the successful performance of the position:
· Serve as ambassador for hotel
· Oversee all overnight operations
· Evaluate guest concerns, identify and implement solutions
· Supervise overnight staff throughout hotel
· Ensure each guest has a positive experience and all concerns resolved
· Handle any emergency issues (ie: fire alarms)
· Manage room inventory as appropriate
· Gather guest information prior to arrival and coordinate any special needs.
· Responsible for the successful coordination of all guest arrivals and departures to include swift baggage handling, personal greeting and escort.
· Perform and complete night audit & related accounting procedures, manage the activities at the Front Office and supervise the staff of the entire hotel during the overnight shift.
· Monitors the front desk activities with regards to rebates, billing instructions, discounted rates in compliance with hotel policy.
· Monitor and ensure that all cashiering procedures comply with accounting policies and standards:
· Contracted banks
· Shortages/overages
· Late charges
· Petty cash/paid outs
· Adjustments
· Posting charges
· Making change for guests
· Cashing personal/travelers checks
· Payment methods/processing
· Settling accounts
· Closing reports
· Cashier reports
· Balancing receipts
· Dropping receipts
· Securing banks
· Review previous night's no-shows, verify, and ensure billing of such.
· Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
· Assist staff with expediting payments.
· Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
· Ensure that all guests are warmly greeted upon arrival or entrance in the hotel public areas.
· To ensure that all information held or relayed to each guest is handled efficiently, accurately and in the most private manner.
· To ensure that all service staff are trained and fully conversant with service levels and quality standards.
· To organize and schedule the most efficient staff coverage during specified operational hours per guest count.
· Must maintain constant and close communications with all other in-house service departments to ensure smooth information flow.
· To ensure the safety and privacy of all guests.
· To assist departments during high demand periods and re-assign employee duties as needed.
· To maintain and follow-up with guest issues in the Unifocus/Knowcross system
· Communicate any guest concerns/issues/requests to the manager of the AM shift and Director of Rooms as necessary.
· Be knowledgeable regarding all property operations (ie: policies/procedures/times of service/special promotions & offerings)
This list of essential functions is not exhaustive and may be supplemented as necessary.
Other Standard Responsibilities –
Experience -
· Minimum two years’ experience in front of house operations preferably in a supervisory or management position in a luxury or ultra-luxury hotel
General Skills -
· Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
Technical Skills -
· Exceptional guest relations skills
· Exceptional communication skills to be conversant with co-workers, guests and management.
· Computer literacy - working knowledge of MS Word, Excel, Opera
· Professional demeanor; ability to remain calm in pressure situations
· Excellent problem-solving skills
· Strong organizational skills
· Professional presentation
· Ability to stand for prolonged periods of time
· Previous supervisory/management experience
Education or Certification -
· High school diploma: hospitality degree preferred
Language -
· Required to speak, read and write English, with fluency in other languages
Physical Requirements -
· Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift up to 30 pounds, and satisfactorily communicate with guests and co-workers to their understanding.
Others –
· While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.