Job purpose: To supervise the front office and the hotel operation overnight, not limited to front desk, food and beverage and housekeeping, in accordance with our brand standards, company policies and procedures, ensuring the highest levels of customer service and safety are provided
Job Description
Role Competencies:
Planning Timescales:
· Ensure an efficient overnight hotel operation forecasting on short term; working to set deadlines
· Ensure the accurate completion of the daily night audit and reporting
· To record and report maintenance and security issues, raised by guests or employees, and follow up where appropriate
· Completing daily cleaning requirements
· Assisting other departments as necessary
Decision Making:
· Make suggestions to improve departmental service and financial performance
· Make suggestions to improve departmental operational efficiencies
· To recover guest complaints in line with brand and company standards
· To ensure staff resources meet minimum business needs
Impact and Influence:
· Ensure delivery of exceptional guest service
· Drive departmental guest satisfaction by analysing SEP scores and agreeing action plans with the leadership team
· To maximise guest loyalty by driving Hilton Honors enrolments and effective service recovery
· Setting of departmental targets and objectives.
· To ensure that Team Members are managed in line with the employee handbook, hotel policies and procedures
· To ensure compliance with all legal, company and hotel standards
· To champion a culture that enhances the Guest and team member experience
· To ensure that equality, diversity, and inclusion is maintained and developed across all programmes and areas of the business
Skill Level:
· To monitor the department’s performance against set targets and objectives
· To monitor and evaluate customer feedback with a focus on continual improvement
· To conduct general administrative duties using Microsoft office, internet explorer and the hotel property management system
· To ensure that all company systems are used to maximize efficiency and Guest satisfaction and safety
· Being fully responsible for all transactions carried out during your shift
Communication:
· To respond to customer feedback and adhere to the escalation procedure of the department
· Maintain good working relationships across the hotel and with external suppliers
· To ensure effective communication within the department
Budget Management: ·
· Ensure effective and efficient performance from nights team
· Assist in increasing the occupancy, average daily rate and TREVPAR through upselling within the department
Lead and Develop: ·
· To set personal targets and objectives for the nights team members
· To lead, motivate, train and develop the Nights Team in line with brand and company policy
· To carry out allocated team member job chats/1:1s, monthly
Operating Parameters:
· To supervise the overnight operation of the hotel not limited to front desk, food and beverage and housekeeping in line with brand standards, company policy and procedures
· Ensure an efficient, safe and secure overnight hotel operation in line with all legal, brand and company policies, standards and procedures
· To ensure the proper usage of chemicals/cleaning supplies and machinery
· To ensure regular safety checks of the building to include floor walks
· To be responsible for hotel evacuation and upholding fire life safety overnight
· To ensure staff resources meet business needs in the absence of the management team
· Any other reasonable request as required by the business.
Essential and Desirable Job Criteria:
Essential
• Previous 1 Year Nights experience in a hotel
• Previous experience of evacuation procedures and upholding fire life safety
• A Passion for driving the Guest experience and the ability to respond to Guest feedback and complaints
• Excellent organisation and personal time management
• Excellent interpersonal, communication skills and personal presentation
• Flexible, resilient and able to work under pressure
• IT proficiency
Desirable
• Previous experience of team member training and motivation
• Evidence of problem solving
• Previous experience of OnQ
To ensure that equality, diversity and inclusion is maintained and developed across all programmes and areas of the business.
Safeguarding
We are committed to safeguarding and protecting children and young people (CYP) and at-risk Adults (ARA) Our expectation is that you will fully accept your responsibility for the safety and welfare of all CYP and ARA by being fully conversant with all our safeguarding policies and reporting anything that does not appear to be correct. The post maybe subject to an enhanced DBS check and yearly self-declarations.
Equality and Diversity – must be able to demonstrate that equality, diversity and inclusion will be maintained and
developed across all programmes and areas of the business.