POSITION SUMMARY:
Responsible to co- ordinate and oversee all hotel operations in the absence of the General Manager or designate during nights. The principal responsibility is safety and security of guests and ensuring the accurate and timely completion of the night audit function during the hours of 11pm – 7am.
RESPONSIBILITIES:
- Review arrival lists and anticipate needs.
- Ensure effective shift hand- over.
- Ensure staffs adhere to Standards and Procedures for cash handling.
- Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and work with Human Resources to ensure their performance is effectively managed.
- Be knowledgeable of Front Office systems and know back up procedures and system recovery procedures.
- Fully in charge of the night shifts tasks including: meet and greet VIPs, handle all complaints, efficient check in and check out process, post room charges, monitor early morning wake up procedures, maintain correct guest registration cards, provide information on memberships, conduct credit card checks, maintain own cash float, correct banking and update guest history, prepare contingency reports and e.g.
- Conduct inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking.
- Communicate problems, resolved or unresolved to your Supervisor at shift change over and document in log book
- Ensure working of all Front Office Policies and Procedures.
- Effective management of incoming and outgoing calls.
- Complete knowledge of all room types, hotel matrix, and facilities.
- Oversee the Night Audit Function:
- Week end and Month end reports completed in line with policy.
- Work with Superior and Director of Finance in the preparation and management of the Department’s budget.
- Advise Line Managers of recurring errors.
- Work with Superior and Human Resources on manpower planning and management needs.
- Review all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers.
- Produce Revenue Reports.
- Perform file backup maintenance.
- Develop, update and train standards and procedures.
