Kamis, 29 Maret 2012

Night Reception Supervisor Job Desc

Position:                    Night Reception supervisor
Level:                        2a
Reports to:                Night Manager
Responsible for:        Front Office Night Operation
Unit:                          Multi Unit

Main Role & Objectives:
Ø  Responsible for welcoming and processing of all late arrivals guests to the hotel, which may involve some departures or reservations.
Ø  Also responsible for the comfort of all our guests especially throughout the night and provide continuity of service for Front Office over a period of 24 hours.
Ø  Perform any other duties that may be assigned from time to time by supervisors in the both properties
Main Tasks & Responsibilities:
Ø  Be able to replace efficiently the Night Manager during his day off or holidays.
Ø  In charge of Reception/cashier.
Ø  Functions as receptionist/cashier.
Ø  Ensure follow up for billing instructions.
Ø  Ensure registration card is completely and neatly filled
Ø  Ensure adequate staffing at all times.
Ø  Ensure staff performance and discipline.
Ø  Develop and implements procedures.
Ø  Welcome the guests.
Ø  Have knowledge of the services offered by the hotel and encourage the guests to use them during their stay at the hotel.
Ø  Have knowledge of the pricing policy of the hotel.
Ø  Strive to optimise the occupancy rate, the average price per room and the turnover for the hotel and the hotels in the Accor group.
Ø  Have a knowledge of the local environment of the hotel: geographic situation, competition,
Ø  Listen to the guest at all times; strive to answer all requests from the guests as quickly as possible.
Ø  Establish good working relationships with the guests and visitors.
Ø  Ensure that the service offered and the provisions provided to the guests are up to company standard.
Ø  Ensure that the service provided to the guests will win their loyalty to return to the company.
Ø  Prepare the guest file when using the check in procedure in the computer system
Ø  Responsible for the cashiering procedures in the department.
Ø  Forward any messages received for the guest.
Ø  Ensure that the telephone, e-mail and fax service and safe deposit services are available for the guest.
Ø  Prepare a bill with the details provided by all other outlets in the hotel.
Ø  Provide the reservation services outside normal working hours.
Ø  Register check in and departures of all individuals and groups.
Ø  Provide wake-up calls as requested by the guests.
Ø  Inform the guest of all the conditions related to their stay in the hotel.
Ø  Forward all relevant information to the other departments in the hotel.
Ø  Check the remaining departures and make sure that the corresponding bills are ready and correct with the supporting documentary proof.
Ø  Check the cleanliness of the workspace.
Ø  Ensure that all documentation is up to date and when necessary deal with guest complaints when appropriate.
Ø  Complete a credit check on the guest when s/he arrives at the hotel.
Ø  Prepare lists of arrivals, departures, residents and VIPs.
Ø  Prepare the allocations for groups.
Ø  Prepare debtors files for the accounts Department.
Ø  Monitor all reservations in order to ensure that the availability each day is correct.
Ø  Monitor all key accounts.
Ø  Check the reports for Head Housekeeper and notify him/her of any discrepancies.
Ø  Prepare the reservations for late arrivals.
Ø  Establish the daily accommodation report and register any cash transactions.
Ø  Check the petty cash float at the start and end of the shift and enter the audit using the computerised documents.
Ø  Administer the "express check-out".
Ø  Implement new procedures.
Ø  Requisition items/forms.
Ø  Monitor and control daily shift operation workflow. ·
Ø  Follow up on unsettled bills.
Ø  Control room situation.
Ø  Follow up on extension of stay and billing arrangements.
Ø  Ensure that all entries in logbook is read and followed up if necessary.
Ø  Participate at the Night Auditing:
          *Check the trial balance from the day
          *Cross checking of guest room rates between correspondence, registration cards, and actual
            amount charged.
          *All city ledger closed for the day will be checked to ensure all supporting documents as per
            agreements should be valid for duration of guest stay in the hotel and correct charges distributed
            to accounting.
          *Check that all transactions such as, paid out, rebates and miscellaneous incomes are
            documentation with its appropriate supported vouchers, counter signed by the concern authorities
            and the Guest summary of deduction prepared
          *Check the “rack” (guarantee of payment, checks.
          *Check the balances guest (credit limit, over credit)
          *Do the reconciliation between Credit card machine and system
          *Check the balance between FIDELIO and Micros for F&B·
Ø  Conduct training.
Ø  Take part in the technical training of trainees within the department·
Ø  Take part in departmental meetings, as well as internal training sessions

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