Job Description

JOB OVERVIEW

Line Manager:

Night Duty Manager / Front Office Manager

Shifts - 22:30 - 07:00

Job Purpose/Summary:

A Night Team Member delivers an exceptional experience for all our guests visiting Holiday Inn Manchester-West. A Night Team Member provides service factors which show they care by making guests feel totally comfortable - like art of the family and not just a guest. The role of a Night Team Member is at the for front of bring the brand to life in experience delivery and service recovery. To ensure the hotel operates in a safe and secure environment

DUTIES AND RESPONSIBILITIES

Setting up conference rooms as required

Setting up breakfast area daily

Achieves customer satisfaction and rooms revenue goals by providing second to non-service to all of our guests.

Brings the brand to life in the hotel environment

To complete front office checklist activities and to provide the highest standard of service at all times.

Ensures daily tasks are completed thoroughly, taking corrective action where necessary and following the implemented checklists per shift.

Participates in the prompt and courteous check-in, check-out and servicing of guests. Creating an outgoing guest experience for all and having the personality to make them feel at home.

Is aware of current room availability and is familiar with future availability.

Keeps effective key control, including Hotel Master Keys

Completes the proper handling of advance deposits.

Checks that discount, billing instructions, and credit policies are followed, and takes action when needed.

Checks the daily arrival list and makes necessary actions including prompting potential priority club enrollments, breakfast upgrades and bedroom upgrades.

Is aware of all VIP guests and returning guests.

Ensure personal targets are met on a monthly basis and work towards achieving personal and strategic targets.

Liaises with Housekeepers at all times in matters pertaining to early departures, new arrivals, late checkouts, room moves, early arrivals and guest preferences.

Operates the front office filing system efficiently and ensured this is cleared down at end of each financial period.

Ensures Front Desk is manned at all times.

Become familiar with the reception audit procedure

Whilst working receptions - is involved in the production and delivery of food and beverage and other tasks as directed by the Duty Manager.

To ensure that all goods served during the reception are correctly charged via POS to the correct guest bedroom

Check the arrivals/departures list and be aware of any VIP's due to arrive or depart

Perform cleaning of public areas of hotel and entrances by picking up litter, polishing glass and properly arranging furniture

Answer all calls to the hotel to the required standard

Become confident in the check in / out of guests when necessary

To be aware of all aspects of hotel security and fire evacuation procedures

Fluent in front office technology.

Is fully aware of guest security, does not disclose any guest information.

Liaises with the Housekeeping Manager regarding lost and found objects.

Is familiar with the policy of issuing keys (guest, hotel internal and external).

Ensures that all potential and real hazards are reported and removed immediately.

Fully understands the hotel's fire, emergency, and bomb procedures.

Ensures that emergency procedures are enforced to provide for the security and safety of guests and employees.

Supports a safe hotel by applying hotel regulations and adhering to existing laws and regulations.

Anticipates possible and probable hazards and conditions and takes action to prevent them from happening.

Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct are maintained by all employees in the department.

Miscellaneous

Use the staff entrance and report for duty on time Wear the correct uniform at all times in the prescribed manner Work harmoniously with other team members - respecting their problems and pressures Attends meetings and training required by Night Manager. Assists colleagues to perform similar or related jobs when necessary. Accepts flexible work schedule necessary for uninterrupted service to hotel guests Maintains own working area and materials clean, tidy and in good shape; reports defective materials and equipment to appropriate person within the hotel. Continuously seeks to endeavor and improve the department's efficient operation, and knowledge of own job function.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Job Type: Part-time

Pay: 12.21 per hour

Benefits:

Company pension Employee discount On-site parking
Work Location: In person