Position Overview
- Effectively manage the daily reconciliation of the Hotel’s trading
- Check and prepare reports and statistical information in accordance with service standards and auditing procedures during the night shift.
- Represent the General Manager in their absence, holding responsibility for the smooth and efficient running of the Hotel's overnight operation
- Ensure maximum guest satisfaction as well as the safety and security of the property.
Main responsibilities
- Complete thorough audits of all daily revenue and postings, making the necessary adjustments to ensure accuracy of reporting.
- Collate paperwork for departures, including credit card and company charges to be forwarded to Accounts department.
- Process all management accounts as required.
- Ensure that reservations details for in house-guests are recorded correctly, ie. room rates, dates of stay, authority to charge.
- Complete relevant computer tasks in relation to Night Audit functions, including posting room charges and daily room revenue.
- Complete 'back up' procedures to save all data.
- Prepare and distribute relevant reports. Maintain hotel weekly and monthly statistics.
- Ensure the safety and security of the property and the smooth and efficient running of the Hotel's overnight operation.
- Provide supervision and support to the Front Office team and other departments when required.
- Ensure that suitable crew levels are maintained at all times for the front office team. Authorise all departmental rosters and changes as required.
- Ensure department policies and procedures are understood by all employees and observed in tasks performed.
- Ensure effective communication of new and updated information regarding policies, rates and general hotel information.
- Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality.
- Be proficient in the use of all front and back office equipment. Ensure preventative maintenance programs are in place.
- Implement training programs for all employees, conduct induction and skills training.
- Carry out reception duties as required.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
Financial Responsibilities
- Ensure all billing is accurate and correct monies are collected. Assist Finance Department, as required, in collection of monies owing from customers.
- Ensure fast settlement of travel agents commissions and assist with the accounting as requested by the Finance Department.
- Review guest files that are exceeding hotel limits and follow up.
- Ensure thorough checks on shift banking and that correct cash handling procedures are followed.
- Maintain the security of monetary floats and ensuring that cash handling procedures are strictly adhered to.
- Facilitate the smooth running of the department through adequate supply of materials and equipment.
- Adhere to the department budget through the Purchase Order System and inventory controls.
- Be pro-active in controlling costs being fully aware of forecasted business and targeted profitability whilst maintaining standards.
Talent & Culture Responsibilities
- Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.
- Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
- Effectively use the guest feedback to improve product and service delivery.
- Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
- Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets.
- Create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel.
- Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.
- Appraise staff performance utilising the Accor performance review system, ensure frontline performance reviews are conducted for probationary and annual reviews; correct performance issues and counsel as required.
- Ensure staff presentation is consistent with Hotel staff handbook; uniforms correctly presented; name badges worn.
- Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the Hotel.
- Ensure all staff under direct supervision are managed in accordance to the Relevant Award.
- Ensure the employee Department Induction program is completed within 4 weeks.
Health & Safety
- Notify your Manager of any reason you may not be capable of performing your tasks safely.
- Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements.
- Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
- Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
- Attend and actively participate in all WH&S training required of you by the Hotel.
- Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible. Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.
- Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
- Work cohesively in conjunction with the hotel’s rehabilitation program, as required.
- Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations.
- Be fully conversant with departmental fire and evacuation procedures.
Systems & Procedures
- Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
- Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
- Complete all duties, and ensure a concise hand over.
Customer Relations
- Provide efficient, friendly and professional service to all guests.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
- Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
- Work together with trust so that colleagues and management meet the goals of the department/Hotel.
- Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
- Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
- Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.
Other
- Take responsibility to ensure all required tasks are completed accurately and within given time frames.
- Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
- Abide by Accor policy on EEO and Harassment in the workplace.
- Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
- Follow property procedures with respect to grooming, performance and conduct standards, workplace health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
- Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
- Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
- As part of Accor’s ongoing commitment to quality customer service, you may be monitored and recorded.