Proficiently operate the Front De sk including the checking and preparing of reports and statistical information in accordance with service standards and procedures during the night shift. Take responsibility for the safety and security of the building responding to emergency situations and any guest concerns within guidelines.
Key Duties
- Actively participate in weekly Front Office meetings, where possible, respecting the confidentiality of issues which may be discussed formally or informally.
- Effective supervision of the night portering personnel.
- Effective supervision of late guest arrivals and early departures ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
- Totally conversant PMS and balance procedures. Run reports and draw up statistical information as required by finance policies and procedures and as requested by the Front Office Manager.
- Complete computer system backups and save in accordance with finance policies and procedures.
- Supervision of night lobby services including carparking and portering, ensuring guest arrivals and departures are as efficient as possible.
- Be aware of room availability and sensitively manage overbooking situations where late night “relocation” is required.
- Ensure telephones are answered promptly and professionally following service procedures
- Ensure the cleanliness/neatness of the hotel including back of house areas by monitoring night cleaning activities
- Programme wake up calls ensuring these are received. Order newspapers as necessary.
- Fully aware of the action to be taken and ensure the safety of guests and staff in the event of an emergency such as fire, armed hold up or bomb threat in accordance with procedures laid down in emergency policies and procedures
- Research, recommend and liaise with the Front Office Manager regarding procedures to improve the overall efficiency of the department.
- Report immediately to the Front Office Manager or EAM unusual occurrences or security issues, ensure correct documentation has been completed
- Ensure maintenance requests are completed and forwarded to AM shift Assistant Manager. Call Chief Engineer in emergencies.
- Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson
- Strive to implement the Accor Vision and demonstrate active use of Accor Values.