Job Description
Guest Service
- Ensure all guest requests and concerns are addressed promptly and professionally.
- Monitor the quality of service, ensuring guest satisfaction throughout the night.
- Handle check-ins/check-outs, reservations, and room assignments.
- Address any emergencies or issues that arise, including security, health, or guest complaints.
Supervision and Staff Management
- Provide guidance and training to ensure team members are meeting hotel standards.
- Ensure that all hotel policies and procedures are followed.
- Monitor performance and provide feedback to improve staff performance.
Hotel Security and Safety
- Maintain the security and safety of the hotel premises during the night shift.
- Conduct regular checks on hotel security systems, premises, and facilities.
- Respond to emergency situations, including medical, fire, or security incidents.
Operational Oversight
- Handle administrative duties such as managing shift reports, maintaining accurate guest records, and preparing nightly audit reports.
- Ensure all transactions and billing are completed correctly, including resolving any discrepancies.
- Manage the turnover of rooms, ensuring housekeeping and maintenance issues are addressed for the next day.
Communication and Reporting
- Communicate any important information or issues to management and day shift personnel.
- Update management on guest feedback, operational concerns, and areas for improvement.
- Maintain a smooth flow of communication with all departments.
Night Audit
- Perform night audit duties, ensuring all hotel accounting functions are completed accurately and timely.
- Reconcile guest accounts, credit card transactions, and other financial records.
