Job Title: Night Receptionist
Reports to: Night Manager
Responsible for: Assisting the Night Manager in overseeing the hotel operations
Principle scope and purpose of job
To deliver outstanding service and quality of product to our guests within the Front of House achieving the vision and values of the GNH.
Key tasks as follows:
Responsibilities include but are not limited to the following.
Financial
• To comply with company policy regarding guest bills, cash payments, floats, access to the safe and petty cash.
• Be responsible for floats whilst on duty, do not finish your shift until all floats have been counted and agreed by the on coming shift.
• To be constantly aware of all room upselling opportunities and communicate these accordingly.
• To be knowledgeable of all selling opportunities within the hotel.
Operations
• Ensuring seamless checking-in, rooming and departure of the hotel by learning about our guests and creating a personalised service as well as being responsible for checking and reservation details and handling inquires when necessary.
• Preparing all bills and accounts for guests departing ensuring that all ledger bills are set up correctly and attached to relevant correspondence and that credit card receipts are signed.
• To make sure that all registration cards are updated and left in the correct place.
• To ensure that all reservations and cancellations are processed efficiently and correctly.
• To report any maintenance, breakage or cleanliness problems to the relevant manager and liaise with all departments to ensure effective and efficient communication at all times.
• To ensure every effort is made to meet guest needs, with all comments and complaints being actioned following procedures laid down by the Operations Manager; via Whatsapp group and filling in the incident form.
• Ensuring that the reception area is clean and tidy at all times.
• Prepare the documents required for the morning team.
• To ensure the safety and security of all guests and colleagues by knowing fire evacuation procedures, bomb threat procedures and all emergency procedures.
• Following a rigorous security checklist of the building, highlighting areas of concern and handing over all information to Night Manager.
People and Development
• To be mindful of and act within the Values of the GNH.
• To ensure that all employees are treated in line with good practice and current legislation.
• Bring best practice to the attention of department, shares new ideas for improvement on guest experience, revenue generation and operations.
Guest
• To ensure the full satisfaction of guests at all times.
• Respond to all guest’s needs and requests.
• To be acquainted with all regular guests, and to greet them by name whenever possible, in a polite, professional and personable manner.
• To greet consistently and professionally our guests to provide a warm welcome, enhancing our reputation for excellence.
• To assist in maintaining a current listing of vendors, including, but not limited to: laundry and dry cleaning, theatre and sporting event tickets, limousine reservations, massage therapists, etc. And coordinate and record guests use of all such services.
Other
• To show a knowledge of the restaurants, bars, nightclubs, theatre shows and attractions in London.
• To be flexible at all times in assisting other departments as the needs of the business dictate - with the ultimate aim is providing the best possible service to our guests.
• Be open to new ideas and make changes in the job and routine as required.
• To perform any other reasonable requests as directed by your manager.
• To attend any training required.
This Job Description serves as a guide and is subject to change on direction by the Great Northern Hotel at any time.