Job Purpose & Summary The main purpose of the Night Receptionist role is to support the Resort Operations Manager with the smooth running of the resort from 7pm to 7am daily. This is a hands on role requiring some general Night Porter duties as well as some Supervisor activities. Key Responsibilities Maintain a professional and high quality service oriented environment at all times. To provide the highest quality of guest service standard with the aim to exceed expectations at all times, whether by operations or administration. To predominantly focus and manage front of house, our guest requirements and fulfil the necessary administrative duties. To ensure the hotel and its guests are safe and secure through the night hours. Ensuring that you are visible and accessible and show a presence throughout the hotel interacting with guests and staff alike. Act professionally for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. Key Performance Indicators Reception Standards Arrivals are checked in correctly, allocated a room and sent to their room without delay. Check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest. Reservations are taken correctly and courteously. Effective liaison between reservations and front office staff with other departments (e.g. housekeeping). Any enquiries, messages are dealt with courteously and efficiently. All Front of House areas are clean and tidy at all times, including back of house. On check-out correct processes and procedures are followed. Food & Beverage Standards Ensure all charges are correctly entered on the guest's bill and that this is up to date at all times. Use checklist to ensure the restaurant is ready for F&B staff by 6am. Clearing and setting up conference/ function rooms as per standard. Basic food preparation and delivery of room service to guests. Assist F&B staff after hours and in line with company policies. Public Area Cleaning Standards Hotel Reception Area – floor vacuumed and mopped daily. H&F Reception Area – stairs and floor are vacuumed and mopped daily. Toilets (Hotel reception, H&F reception, Nicklaus bar – toilet, urinals and sinks cleaned as per standard, dust and polish surface areas, floors mopped. Nicklaus Bar Hallway – vacuumed daily. External – check outside tables are clean and ashtrays are cleaned out, any glasses etc cleaned away. Including all entrance ways, hotel reception, hotel entrance etc. Maintenance Standards Report any issues regarding the maintenance reporting app. Security, Health & Safety, Policy & Procedures Compliant in the following resort procedures; Conducting and managing evacuations of the whole hotel/ cottages should the alarm sound during the Night. Resort walk rounds throughout the night ensuring security and fire safety, addressing and/or reporting any issues or shortfalls in standards. Report any suspicious persons, activities and/or hazardous conditions to the ROM. Ensure that company and statutory hygiene standards are maintained in all areas. Be fully conversant with all statutory requirements regarding a food and beverage operation, that all licenses, including special licences, are timeously applied for and that the conditions affecting the issues of a liquor licence are not jeopardised. Attend H&S training classes and fire evacuation drills when necessary Reporting Consistency in providing daily, weekly and monthly reporting as required. Using precise and effective language to communicate the most important KPIs and actions. Consistent use of professional language and style of writing. Communication Build and maintain strong working relationships with all levels of staff and stakeholders. Work in liaison with resort departments as a team.