Night Receptionist

Job description

Key tasks

Overview of duties

 Implement the hotels welcome project; welcoming all guests with a warm welcome with an element of the ‘wow’ factor. Promote the hotel's Executive room offer
 Contribute to guest satisfaction by providing a high standard of service ’
 Responsible for the security and safety of guest ,employees and yourself
 Help meet the Front Office and Food & Beverage department's quantitative targets through sales efforts
 Implement brand and Group projects
 Enroll new members to Accor Le Club loyalty program. Deliver the benefits and recognition to existing members
 Be available to attend all additional training requested of management

Main Responsibilities
Customer relations
 The Night Auditor is responsible for identifying sales opportunities, organising guest and delivery of the night food and beverage offer and should always promote the hotel F&B offer and never promote a competitor offer, never hand sales to our competitors,
 Provide a warm and personalised welcome to guests. Anticipate guests' needs and takes them into consideration. Respect the reservation requests of the guest in full
 Handle any guest complaints or remarks; provide a response as soon as possible,
 Conveys a positive image of the hotel and brand – be an ambassador
 Bring brand offers to life -, acknowledging regular guests and Le club Accor Members
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 Maintain confidentiality of guest information
 Respect of licensing law is essential; the service of alcohol should be withheld if you suspect the person is drunk or that such service may lead to disorder. You should use the services of your colleagues, night security when on duty and carry the company issued panic alarm for use in an extreme emergency.
 Turn away any unwanted person(s) attempting to gain access to the establishment as well as reporting any incident with neighboring hotels using the HOSIG distribution report

Professional techniques / Production
 Take care of arrival and departure processes for guests, ensuring they take as little time as possible
 Inform guests about any special conditions relating to their stay and the services available
 Handle phone calls in a friendly and timely manner and manages the reservation schedule
 Follow up any customer requests (wake-up calls, newspaper, taxi, breakfast room service etc)
 Write a report on activities and incidents that occur during the night
 Apply the procedures of internal audit payment guarantees, Guest in house, Credit policy. Cashiering – Shift Banking
 Ensure that guest documentation at reception is up-to-date and record any changes
 Pass on information as necessary to other departments and to other members of the front desk team – Written, Verbal – Opera – E-Mail
 Handle reservations as required. Enters all bookings in Tars Web; Makes referrals to sister property’s – Links guest profile – Company and Travel agency to booking
 Attend team meetings and make contribution to improve performance
 Maintain H&S training on LMS up to date
 Attend all service attitudes and actively deliver the behaviors
 The accurate recording of sales and the security and control of stocks is critical and you will be responsible for respecting the company procedures
 Implement full house management and book outs procedures, ensuring that book outs first port of call is to relocate guests within the hotels Accor Group.
 Prepare and distribute express check out guest folios.
 Implement Brand ‘Planet 21’ Objectives in my day to day business,

Commercial / Sales
 Promote the hotels services in order to increase sales.
 Apply and actively support the hotel's pricing policy
 Promote the brand loyalty programme Le Club Accor and achieve personnel and team objective
 Encourage synergy within the marketplace by applying the inter-hotel referral policy
 House management – 100% beds occupied and paid for – No show or cancellations not taken in to account for occupancy
 If you need to book out it is always to an Accor hotel first and booked through Tars Web
 F&B sales may be handed over to the night team at any time from 10.30pm onwards. If it is not prudent to retain permanent F&B staff levels during quiet trading periods then this task will be delegated to the night team.

Management and administration
 Respect the procedures governing invoicing and cash handling operations
 Manage the cash under your responsibility and respect the undertakings I have made to account for money and vouchers under my control,
 Supervise the preparation and accuracy of the daily envelope for hotel management
 Carry out all reasonable tasks
 Shred sensitive data, check office bins before disposal for sensitive information
 Maintain the arrivals profile merging to avoid the risk of retro claims
 Recognise possible fraudulent ABA transaction’s, ensuring any unsavory transactions are declined from the guest.

Hygiene / Personal safety / Environment
 Ensure that the workplace remains clean and tidy and safe
 Know and ensure application of the hotel's policy – Fire Evacuation – Crisis management ; Disability evacuation procedure ‘Arrangement Q’,
 Ensure the safety of people and property in the hotel takes action if necessary, reports incidents,
 Respect the hotel's commitments to the 'Planet 21' (saving energy, recycling, sorting waste)

At Novotel, we grow faster

Feel fully responsible, be autonomous, adaptable, professional, have a love of adventure and a desire to stretch your limits: that’s the Novotel spirit .
An international brand with a network of 400 hotels in 60 countries, Novotel’s success is due to the professionalism and enthusiasm of its 30 000 employees who have been embodying the brand’s ideals for over 40 years.

DNA of the brand, innovation is at the heart of the promise made to employees: "At Novotel, we grow faster" . To transform this promise into reality, Novotel has implemented a unique human resources policy declined around five main professional career paths. Novotel accompanies each employee throughout their career. Integration, geographic mobility, bridging provision, skills development… everyone is given the opportunity to progress quickly and go further. Impossible is not Novotel.

Desired profile

Skills

Level of Education Secondary professional education
Areas of study Other
Professional experiences Starting out
Languages essential English (Primary tongue)

Essential and optional requirements

·  Excel
·  Word
·  Fidélio
·  Micros
·  TARS
·  Opéra