Minimum of 20 hours per week, 2 or 3 nights, business depending,
MAIN OBJECTIVE
To ensure the smooth running of the hotel during the night time hours, ensuring guests’ comfort and security during this period by providing the highest professional standards of service.
RELATIONSHIPS
- Reports directly to the Reception Manager
- Works alongside the Night manager
- Works with other members of staff and managers in representing Matfen Hall in an acceptable manner.
DUTIES AND RESPONSIBILITES
- Be responsible for setting up of conference rooms in the absence of Conference & Banqueting and ensuring the rest of the team carry this out also.
- Deal with complaints/problems politely and positively and make every effort to resolve them. Ensure that full details are passed on at handover and recorded appropriately by using the Guests History to enhance future guests’ stays.
- Administers First Aid procedures if and when required.
- Carry out full security checks throughout the night, ensuring the security of the premises and the safety of our guests. Ensure that all-unnecessary light and appliances are turned off during the night time period. Any discrepancies must be reported according to hotel procedures.
- Be aware of company procedures, and act appropriately, in case of emergency situation by understanding the Fire Procedures, location of Fire points and extinguishers and has knowledge of using them.
- Deal with late arrivals, ensuring that guests receive a warm welcome and are given a full explanation of the services available to them at the time of arrival, taking the opportunity to upsell.
- Deal with guest early departures in a friendly and courteous manner, ensuring that charges posted are correct and that supporting documentation is available.
- Promptly handle guests needs, enquiries and requests efficiently and courteously at all times.
- Work with other members of the hotel team at all times and respect their pressures and problems.
- Operate hotel switchboard to the Company standard, and ensure that all messages are correctly handled.
- Carry out assigned operational tasks e.g. preparation of morning newspapers, provision of early calls, attendance to room service requests.
- Carry out assigned administrative tasks e.g. night audit, cash handling and reconciliation, computer back up.
- Monitors the float and safes on a daily basis (at the beginning and end of each shift) and report any discrepancies to the duty manager
- Operate late bar with prevailing licensing laws, as required.
- Assist with cleaning of public areas.
- Contributes constructively at departmental meetings by airing views, expressing opinions and suggesting ways of improving the efficiency of the Reception Team.
- Follows the correct dress code as written in the departmental SOP manual.
- Is responsible for all room keys, and any hotel security keys in her/his possession.
- Complies with all policies and procedures as stipulated in the Staff Handbook.
- Be willing to help other departments of the hotel wherever possible and to understand the flexibility required when business levels peak and trough, to deliver the best possible service at all times.
Salary: £7.50 /hour
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