·   Responsible for all aspects of operations at the hotel
·   Day - to - Day staff Management and Guests
·   Providing leadership and strategic planning to all departments
·   Maximizing operations and guest satisfaction
·   Work Very closely with the hotel owners and other stake holders
·   Manage between profitability and guest satisfaction measures
·   Managing the hotel team and overall hotel targets to deliver an excellent guest experience
·   Manage Revenue and make strategies for increasing sales

·   Primarily responsable to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times
·   Supervises and assign duty roster for F/O attendant, Concierge, Bell Counter, Guest Relations and Business Centre
Responsible for VIP movement in the Hotel

Be familiar with every aspect of our Hotel's facilities
Answer and announce all Front Office Manager's calls
Make appointments for Front Office Manager
Help with/assist reservations confirmations daily
File documents
Take dictation from Front Office Manager, type correspondence
Handle out going mail for department
Type correspondence for department
Handle maintenance of photocopier
Update Guest Satisfaction System
Compile Monthly reports
Update and keep all ongoing promotions
Ensure all Personnel standards are adhered to for department (sick forms, holiday forms etc.)
Take and publish minutes for all Front Office Meetings

NIGHT MANAGER DUTIES AND RESPONSIBILITIES:

Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.

Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.

Conduct Briefing for all staff during Night Shift.

Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.

Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.

Maintain a professional and high quality service oriented environment at all times.

Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.

Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy.
Occasionally Assist guests with their luggage, be a point of contact for our guests, valet park guests cars and other responsibilities to ensure all requirements are met during our guests stay.

Must actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.

Be familiar with every aspect of our Hotel's facilities
Answer and announce all Front Office Manager's calls
Make appointments for Front Office Manager
Help with/assist reservations confirmations daily
File documents
Take dictation from Front Office Manager, type correspondence
Handle out going mail for department
Type correspondence for department
Handle maintenance of photocopier
Update Guest Satisfaction System
Compile Monthly reports
Update and keep all ongoing promotions
Ensure all Personnel standards are adhered to for department (sick forms, holiday forms etc.)
Take and publish minutes for all Front Office Meetings

Customer Satisfaction (Guest Feedback, Social Media Review).

Financial Performance (Up selling, Room Revenue, Operation Auditing).

Showing Initiative, Problem Solving, Staff Training, Team Leading.

Manages and motivates the Front Office team in order to provide a high standard of service for customers.

Welcomes guests and fosters customer loyalty through his/her friendly manner.

Develops high quality relationships with guests throughout their stay.

Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.

Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
Provide high level of customer service and maintain a high profile in the day to day front office operations.

Ensure that personalized service is offered to each and every guest.

Ensures that the pricing policy and internal audit procedures are duly applied.

Supervises the management of debtors, group and individual guest invoicing and cash operations.

Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.

Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.

Prepare monthly and daily revenue report and circulate to all HOD's.

Prepare Room revenue and occupancy forecast take action on rate strategies.

Is involved in recruitment of new team members for front office.

Integrates and trains employees, providing support for skills development.

Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.

Ensures that the workplace remains clean and tidy

Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

Register guests and assigns rooms. Accommodates special requests whenever possible.

Assists in preregistration and blocking of rooms for reservations.

Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.

Understands room status and room status tracking.

Knows room locations, types of rooms available, and room rates.

Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.

Knows the location and types of available rooms as well as the activities and services of the property.
Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early chek-ins, special requests, and day use rooms.

Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.

Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
File room keys ( only for manual room key hotels)

Knows how to use front office equipment.

Process guest check-outs.

Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,

Follows procedures for issuing and closing safe deposit boxes used by guests.

Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
Uses proper telephone etiquette.

Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's , Foreign currency exchange etc.
Uses proper mail, package, and message handling procedures.Courier Mail Register