Job Summary To maintain a safe and secure hotel for all guests and team members. To ensure the highest level of service is delivered to all guests during the night. To ensure that standards are maintained and improved where possible. The job holder must be fully compliant with all company policies and procedures and ensure that they are adhered to. To actively contribute to achieving the targets set for the Front Office Guest Satisfaction. Candidate Profile Experience: Previous experience working within a Front Office hotel environment preferred Skills and Knowledge: Strong communication skills (verbal, listening, writing) Innovative Pro-active and reliable Able to work alone and within a team Maximise revenue Controls and monitors discounts Maintaining standards Customer focus Business awareness Commitment Planning Continuous learning Leadership Competencies Technical Expertise Performs all technical/procedural requirements of the job Demonstrates understanding of how a department and/or property operates Promotes safety and security of co-workers Focusing on Customer Actively listens and asks questions of customers to access the level of satisfaction with the service being provided and to prevent problems from occurring Regularly monitors customer satisfaction and takes personal responsibility to ensure it Proactively demonstrates hospitality in all customer interactions Follows through on customer inquiries, requests, and complaints Takes personal responsibility for correcting customer service problems Corrects problems promptly and undefensively Organizational Learner Acts independently to improve and increase skills and knowledge Demonstrates an awareness of personal strengths and areas for improvement Seeks feedback from others on performance and modifies behaviour as appropriate Keeps up-to-date on available resources that can help to better serve customers needs and to improve organizational performance Shares learnings, innovations, and best practices with team members Is willing to learn from others Developing Others Uses appropriate interviewing tools to ensure hiring decisions are based on the candidates job-related skills and competency Gives timely and specific performance feedback to team members Takes time to assist team members and to provide specific, detailed follow-up Fostering Teamwork and Relationships Considers the impact of personal/departmental actions on other parts of the property Expresses concern for treating people fairly and respectfully Supports and acts in accordance with team decisions, even when such decisions may not entirely reflect one’s own opinion Works to meet goals in a manner that does no disadvantage other team members or groups Managing Work Execution Helps and supports team members in solving problems and accomplishing work objectives Approaches own work with a sense of urgency and purpose Ensures that desired results are achieved in the most efficient manner while maintaining or improving the quality of service Allocates time and resources effectively when faced with competing demands Tracks activities in progress and/or completed activities to ensure stated objectives are accomplished Tries new approaches to overcome obstacles or to accomplish challenging objectives Anticipates potential obstacles and develops contingency plans to overcome them Managing Change Seeks full understanding of new procedures or methods resulting from change Understands and communicates reasons for change Shows willingness to learn new methods, procedures, techniques, or systems resulting from departmental or property change Takes action to make changes work rather than only identifying why changes won’t work Sees changes as an opportunity rather than a problem. Leading Demonstrates commitment to the company and its vision, mission, and team members Establishes measurable and achievable expectations of results Holds self and other team members accountable for achieving results Makes decisions and commits to a course of action with information available Addresses conflicts in a timely manner Takes action to motivate team members toward achieving goals and objectives Communicating Openly Asks questions as necessary to clarify the message Encourages other to share their points of view Openly and accurately reports errors, mistakes, and unintended outcomes without rationalizing them Actively listens and responds to team members Shares relevant, timely information to help others understand and support business objectives Delivers constructive feedback with sensitivity to others’ feelings Facilitates group discussions Prepares and delivers presentations tailored to the audience. Specific Duties The following are specific responsibilities and contributions critical to the successful performance of the position: Provide operation assistance during the night to ensure seamless delivery of quality service to the standard experienced during the day To oversee and, where necessary, carry out the Night Audit function including the provision of systems expertise as laid down by the company requirements Handle walk-in guests, guest concerns, and resolve any problems experienced by guests or visitors in the absence of the relevant Head of Department Be fully conversant with all statutory fire, legal, bomb, health, and safety procedures and to take control in the event of an emergency Follow previously determined “on the day” sales strategy in order to achieve a maximum optimum rate. Maximize sales through upselling. Ensure the security of the hotel, its guests and visitors through regular checks and patrols throughout the night in conjunction with set procedures Able to carry out all Receptionists/Telephonists duties Ensure all team members within the department are conversant with all equipment and systems in use Credit Management: is fully conversant with hotel credit policy and ensures it is strictly adhered to ensuring minimal losses to the company Have a comprehensive knowledge of the hotels facilities and any promotions taking place so as to offer information to guests Communicates clearly and effectively using established channels to ensure interdepartmental communication is maintained Maintains regular checks on all operational areas and to be visible to guest areas Is fully aware of emergency procedures and can co-ordinate hotel evacuation in the event of an emergency To direct and control the night audit to ensure revenue is maximised and that management information is accurate and available in order that guests accounts are correct, and the account's function is efficient and effective. Accurate rate checks in place to maximise revenue and scrutinise all credits to the business. The achieve full sellout nights minimizing walk-in guests. Maintain accurate walk log. Handle any guest issues or complain (including walks) in a professional and hospitable manner ensuring they are resolved or followed through Ensure all team members on duty hold the highest standard of personal hygiene, well groomed and with correct uniform. All company policies on Cash, Key and all Controls are adhered to and followed consistently. Other Performs other related tasks as assigned by management. Complies with company policies and procedures. Working hours as required to do your job but normally not less than 40 hours per week