ASSISTANT NIGHT AUDITOR

Transcription

1 CML HOTEL PTY LTD POSITION DESCRIPTION Job Title: ASSISTANT NIGHT AUDITOR Department: FRONT OFFICE Employment Type: CASUAL Reports to: DUTY MANAGER / FRONT OFFICE MANAGER Responsible for: NIGHT SHIFT DUTIES Issued Date: 23 November 2015 Review Date: 22 November 2016 OBJECTIVE: The Assistant Night Auditor is responsible for the smooth operation of the front office providing the highest standards of excellence in customer and administration service while on night duty. The work of the valet also involves looking after guests car parking needs, accompanying guest to the front desk for check-in and looking after guest luggage on checkin and check-out. Additional to the regular night shift responsibilities must carry out tasks specific to night shift such Overnight Room Service. NIGHT SHIFT RESPONSIBILITIES: Assist guests with luggage delivery/pick up requests during arrival/departure. Collect room service breakfast cards from guest room door knobs and handover to breakfast staff once on duty. Accept delivery of newspapers; ensure the count is as per order and ensure delivery to the rooms, restaurants, executive lounge, business centre and executive offices. Assist the Night Duty Manager in distributing the management reports to the concerned department heads. Before night roll ensure that all valet parking dockets have been posted/charged in PMS as per SOP. Handover the paid and accounted valet dockets to the Night Duty Manager to submit to Finance. While doing the distribution be alert to any housekeeping or maintenance issues and bring to the attention of the department if available. Alternatively and depending on the severity of the issue, alert the Night Manager and/or include this in the handover for morning shift to get it resolved promptly. Ensure that the porch areas are thoroughly cleaned during nights during low traffic. Ensure that the function board is updated regularly with events scheduled for the day. RESPONSIBILITIES: Greet all guests and all team members of the hotel in a cheerful, welcoming and courteous manner. Respond to all incoming phone calls in a welcoming and courteous manner. Respond to voice mails and messages. Respond to all incoming s and correspondences. Coordinate incoming and outgoing mail. Mayfair Hotel FRONT OFFICE AGENT Job Description Page 1

2 Where required divert and un-divert phones at the start and end of each day. Process room allocations for guests according to the hotel policy. Process the set up of all additional services (i.e. broadband, telephones, etc.) Conduct handover from the previous shift and check the daily log folder for any preparations for the day. Take note of any special requests or complaints received during the previous shift. Check hotel activity for the day (arrivals, departures, functions, restaurant specials) and communicate, if required, to relevant departments. Stock the desk with all necessary stationery to last the shift. Assist with all guest enquiries. Block and pre-register rooms where required. Handle FIT and group check-ins and check-outs efficiently following the SOP guidelines. Communicate with all hotel departments effectively and ensure the function board is updated. Complete all front office account transactions such as deposits, postings and other posting in accordance with the hotel s policy. Ensure the reception and lobby area is clean at all times. Keep a track of guest feedback, complaints and issues and log them. Alert the manager on duty to any guest complaint promptly. Maintain the room inventory. Operate switchboard and direct calls promptly and efficiently. Prepare arrivals for next day, by verifying the reservations report and block rooms as per guest preferences in line with the hotel policy. Process all reservations in absence of reservations agent. Program wake up calls. Deal with walk-ins and pro-actively sell other hotel facilities. Assist in updating foreign currency rates. Update the billing details for bookings received through site-minder. Verify guest reservations on arrival. Conduct an end of shift balance and reconciliation of payments at the conclusion of each shift. Prepare regular back-ups as instructed by management. Reconcile petty cash regularly. Organise banking in accordance to the hotel policy. Verify float amounts before and after each shift. During the shift-handover highlight any outstanding issues that need to be followed up and actioned. Complete time-sheets where appropriate. Alert the manager on duty to any guest issues, concerns or complaints for prompt attention. Assist with supervising access to property keys and cataloguing. Assist with maintaining third party websites (rates, availability, etc.) where required. Assist with credit applications ref checks & set up accounts where required. Where required and as instructed receipt incoming cheques and send out cheque payments as required. Mayfair Hotel FRONT OFFICE AGENT Job Description Page 2

3 Organise & order all office equipment and printing requirements for office such as toners & cartridges (always have a back-up on hand) and ensure services are carried out as required. Ensure that the guest lounge area is tidy and regularly check that the business centre is tidy with current newspapers and magazines. Ensure the photocopier & fax machines are well stocked with paper. Prepare and forward daily operations reports according to the hotel policy. Where appropriate deal with company charge-backs transfer accounts from front of house to AR, send out invoice to company & file the copy in AR files for records. Assist with processing travel agent commissions. Assist with maintaining the Sales Account database of existing and target clientele, categorised by market sector with individual room night targets. Track the performance of each account via the PMS and report to the Sales & Marketing team accordingly. In cooperation with the reservations department identify and respond to known booking queries and cancellations. Assist monitoring guest bookings to ensure all new customers and leads are captured into the sales database. Assist with onsite property presentations where required. Where required assist with the delivery of mail, amenities and other items. Keep confidential and secure all business information and privacy of resident s details. MAYFAIR CULTURE: Participate and actively contribute to organisational culture meetings and/or activities in order to build and nurture a positive, healthy and productive work environment within the department and throughout the Mayfair Hotel overall. CUSTOMER SERVICE: Provide the highest quality of customer service with the aim to meet and exceed guests expectations and to set a good example for peers and new colleagues. Contribute to a good customer service centred culture and provide consistently high customer service to guests as well as colleagues. Assist in collecting feedback from end customers and where possible, actively make efforts to address any issues, seeking continuous improvement. Take prompt corrective action to respond to management and guest feedback as directed by your departmental supervisor/manager or General Manager. Participate in customer service training programs as directed by the Front Office Manager. Participate in the departmental induction prior to commencing work. Deliver messages, faxes and parcels to guest rooms or other areas of hotel. Log package deliveries and ensure a release of liability form is completed and signed by the guest if collecting a package on their behalf. Assist arriving and departing guests in timely and efficient manner. Assist in loading and unloading luggage from the car. Offer assistance to older guests and guests with special needs. Inspect and note any pre-existing damage on a guest car on the hotel car parking voucher along with location of car in the parking area. Seek advice on whether the guest needs to be advised. Park the car safely/retrieve and re-park. Mayfair Hotel FRONT OFFICE AGENT Job Description Page 3

4 Deposit and log keys in the appropriate key log. Monitor and ensure the cleanliness of the porch and driveway at all times. Ensure guest departures are smooth by retrieving cars and loading luggage in timely manner. Handle luggage during group arrivals and departures as directed by the Concierge or Duty Manager. ADHERE TO STANDARD OPERATING PROCEDURES: Observe Standard Operating Procedures (SOPs) in the work of all front office areas. Observe all SOPs in accordance with the overall hotel policies. Correctly adhere to the correct use of checklists, working forms, audit controls, manuals, training programs and any other necessary administration tools within all front office departments as well as in other hotel departments where applicable. Participate in departmental training programs as directed by the Front Office Manager. INITIATIVE: Be alert and observant at all times and: Assist guests/staff/patrons if you see a person in need of help, irrespective of which department you may be in at the time. If you spot rubbish anywhere in the hotel, pick it up and dispose of it responsibly in line with the hotel s waste management SOPs. If you observe or hear something that you consider to be a short or long term problem, report it promptly to the front office manager or manager on duty. WHS: Be conversant, remain current, follow and promote OHS & W regulations of the hotel. Be alert to any hazards and immediately report them to the WHS Officer to ensure that corrective action is taken. Adhere to the hotel s WHS hotel policies and procedures at all times. Alert the FOM of any WHS training required. Contribute to the development and updating of departmental risk register as part of the overall hotel risk management process and requirements. Where required, assist workplace inspections and in line with the organisation s risk management program. Where required, participate in accident/injury/incident investigations. Alert your departmental manager or the WHS Officer of any concerns you may observe with contractors. Be conversant, remain current, follow and promote OHS & W regulations of the hotel overall and ensure that you adhere to and practise Workplace Health & Safety. OTHER DUTIES APPLICABLE: Assist the General Manager, Owners or Management Team with extra duties, as requested and positively other hotel departments where directed by the Front Office Manager. Actively participate in committees and project groups where required. Keep confidential and secure all business information. REPORTING REQUIREMENTS: Report on shift events. PERFORMANCE MEASURES: Guest & satisfaction, peer feedback. Positive contribution to the overall reputation of the property. Mayfair Hotel FRONT OFFICE AGENT Job Description Page 4

5 SKILLS AND EXPERIENCE: Good customer service skills and a friendly, service driven culture. Attention to detail and organised. Independent and willing to take initiative. Good verbal and written communication skills with the ability to deal with people at all levels of seniority. Ability to perform basic math skills such as addition, subtraction, multiplication and division. Quick thinker and effective problem solver. Ability to motivate peers through leading by example. Previous hotel porter/valet experience is desirable. Previous experience with a hotel property management and with OPERA would be advantageous. Experience in working with a diverse team. Ability to work unsupervised. Ability to drive standard transmission as well as high performance cars competently. EDUCATION: Formal qualification or training hospitality is desirable. PERSONAL ATTRIBUTES: High standard of personal hygiene and professional presentation. Enthusiastic and friendly personality with focus on customer service. Highly motivated to work independently and under pressure. Ability to work in a team. Ability to react effectively to unexpected operational issues. Ability to work in a calm work manner under pressure. Ability to work under pressure and produce a high volume of work in a timely manner, which is accurate, complete, and of high quality. Ability to follow directions, take criticism, get along with co-workers and supervisors. Availability to work on rotating shifts, weekends and public holidays. Ability to stand for long duration at the concierge desk. Ability to carry weight of up to 20kgs or more. SPECIAL JOB REQUIREMENTS: Ability to work flexible hours as in out of hours business demands. Lifting and moving of luggage. Willingness to work across multiple venues and sites belonging to the group. PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals may need to sit or stand as needed and/or may require to walk primarily on a level surface for long periods of time throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day applying correct lifting techniques. This may include lifting up to 20kgs or more on occasion. Mayfair Hotel FRONT OFFICE AGENT Job Description Page 5

6 The performance of this position may require exposure to the back of house such as housekeeping, maintenance and kitchen areas where in certain areas the use of personal protective equipment is required. COMPUTER SKILLS: Experience with the current Microsoft Office Suite is essential. A working knowledge of various other relevant computer software programs would be advantageous. Proficient in using the Internet as a source of professional information for guest services. LANGUAGE SKILLS: Must have a high level of oral and written English skills. Excellent communication skills with a range of people and different cultural backgrounds, including hotel team members and hotel guests. Ability to speak a second language would be advantageous. REASONING ABILITY: Ability to guide a distressed guest to the most suitable hotel person able to deal with the situation and make decisions. Ability to build rapport and make conversation. Ability to interpret a variety of written and oral instructions. PROFESSIONAL CONDUCT: Behave professionally and present punctually and immaculately for work according to the grooming guidelines outlined in the SOPs. Maintain a professional demeanour and appearance at all times. Promote goodwill and interact positively at all times with guests, patrons, supervisors, managers and colleagues by being courteous, friendly and helpful. Promote and contribute to the hotel s team effort and maintain a positive and professional disposition. SUSTAINABILITY: Be conversant, remain current, follow and promote sustainable work practices. EMPLOYEE ACKNOWLEDGEMENT I, acknowledge that I have read and understand the conditions stated in the Position Description. Employee Signature: Date: MANAGER ACKNOWLEDGEMENT I, acknowledge that the employee has been supplied with a copy of this Position Description. Manager Signature: Date: Mayfair Hotel FRONT OFFICE AGENT Job Description Page 6