JOB DESCRIPTION

POSITION:Night Guest Service Representative

DEPARTMENT:General Hotel

REPORTS TO:Food & Beverage Manager

PRIMARY OBJECTIVE OF POSITION

To provide efficient, prompt, trouble free, courteous service and security to guests in absence of departmental managers and limited staff during the night, in line with the hotel’s guidelines, and Roe Park Resort guidelines and service concepts.

TASKS, DUTIES AND RESPONSIBILITIES

  • Maximises customer satisfaction by ensuring that the written details of all assigned meetings, conventions and banquets are arranged properly
  • Meets and Exceeds customer expectations by ensuring department provides a World Hostcustomer care service
  • Reviews daily events sheets and set up rooms according to the specific requirements
  • Is available to register, process and greet guests promptly
  • Contributes to the general upkeep of function rooms and related areas
  • Maintains all departmental equipment, storage and work areas properly
  • Prepares night audit reports as requested
  • Is aware, at all times, of current room status and room availability
  • Is fully aware of Roe Park Resortservice standards
  • Utilises Yield Management to maximise room revenue, and to fill the hotel to maximum occupancy
  • Ensures all guests establish credit upon check-in
  • Receives proper approval codes for cash and credit card paying customers
  • Monitors Hotel Lobby area and ensures that guests requirements are being fulfilled
  • Looks after all lobby and room food and beverage service during the night
  • Co-operates closely with colleagues to ensure that prompt service is given at all times
  • Assists in the set up and break down of banquets, functions and conferences
  • Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotels guests
  • Notifies the Duty Manager of any negative comments and complaints
  • Maintains a clean and tidy lobby, and performs other cleaning duties when required
  • Is fully conversant with the hotel reservation system
  • Is able to operate switchboard, fax, key equipment, credit card machines and printers, hotel alarm systems and other front office systems
  • Runs a security check around the hotel on a regular basis during the night

SECURITY, HEALTH & SAFETY

  • Maintains a high confidentiality in regards to guest privacy
  • Reports any suspicious behaviour of guests and staff to the Food & Beverage Manager or Duty Manager
  • Notifies Food & Beverage Manager and Executive Housekeeper regarding any lost and found property
  • Ensures that all potential and real hazards are reports immediately
  • Anticipates possible and probable hazards and conditions and notifies the Food & Beverage Manager
  • Fully understands the hotels fire, emergency and bomb procedures
  • Follows emergency procedures to provide for the security and safety of guests and employees
  • Works in a safe manner that does not harm of injure self or others
  • Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
  • Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

MISCELLANOUS

  • Communicates effectively with guests, colleagues and supervisors
  • Handles difficult situations effectively
  • Attends meetings and training required by the Food & Beverage Manager
  • Accepts flexible work schedule necessary for uninterrupted service to the hotel guests
  • Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Food & Beverage Manager
  • Continuously seeks to endeavour professionalism in own job
  • Knows:
  • Hotel fire, bomb and emergency procedures
  • Hotel health and safety policies and procedures
  • Hotel facilities and nearby sights of interest and importance (ie hospitals, stations, tourist sights)
  • Hotel and corporate marketing and promotional programs
  • Corporate clients and clients generating high business volume
  • May be required to carry out additional duties not listed to suit the business demands

Signed:______Date: ______

Night Guest Service Representative

Signed:______Date:______

Food & Beverage Manager

Night GSR

October 2016