Job Description

The Role:

• Support Rooms Division Manager in overseeing the daily operations especially during night shift, ensuring Heartists productivity, monitoring efficiency of all processes and creating a positive work environment.
• Lead and manage all aspects of the Room department and ensure all service standards are followed with friendly and engaging service.
• Responsible for all front office functions during night shift ensuring the smooth operation of all tasks.

Main Tasks and Responsibilities:

• Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests.
• Be well versed on policies of hotel related to credit/lost and found hotel guests properties.

• Conduct daily briefings during the night shift if required and ensure that all relevant information is well received by Heartists.
• Manage and supervise all tasks of Heartists to ensure that highest quality service is delivered and department standards are met.
• Review, analyze and suggest improvement of work flow and standards at the Front Desk.
• Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates.
• Communicate with Rooms Division Manager on all matters regarding guest services & hotel operations.
• Ensure documentation of all guest related issues using the logbook.
• Oversee shift handover procedures.
• Coordinate and communicate within departments as required regarding general administration and operations issues.
• Provide management presence at all times by assisting with the handling of guest needs and complaints tactfully and efficiently during the nights.
• During the night shift be available for greeting, rooming, and sending off guests.
• Inspect front of house and back of house regularly for cleanliness and orderliness.
• Ensure that Front office staff complies with marketing techniques and maximizes sales.
• To ensure all Heartists during night shift complies of hotel policies and rules & regulations.
• Check billing instructions, monitor guest credit and act upon any discrepancies.
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates.
• Ensures the Safety, Security and Loss Control policies and procedures are compiled and handle and manage hotel emergencies.
• Conduct Night Audit Process for hotel.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel's policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.