The Cork International Hotel is looking to hire a part-time Night Auditor to work with their Front Office Team.
SCOPE OF WORK:
* Under the direction of Front Office Manager, manage and co-ordinate Night Operations to provide efficient, prompt, courteous, trouble-free, and proactive service to guests; hence maximize rooms revenue and guest satisfaction. All work will be in line with the hotel's guidelines and business plan, the departmental business plan, and service concepts.
* To provide a safe and secure hotel environment by safeguarding guests, employees, and assets of the hotel against fire and other hazards, to develop and maintain sound security methods and procedures in line with hotel guidelines and the hotel's business plan.
* To participate in partnership with the whole Cork International Hotel team in the development of the business, its ongoing success, and the achievement of its customer service objectives.
* To respond to all guest requests in a prompt, efficient manner and follow up to ensure the guest is satisfied.
* To deal with any customer complaints as per the Service Recovery policy in the Standard Operating procedures, ensure supervisors or managers are made aware of the situation and ensure that guest complaints and issues are followed through and closed.
* To check guest satisfaction continuously throughout their stay.
MAIN DUTIES AND RESPONSIBILITIES:
* Is available to register, process, and greet guests promptly.
* Checks the daily arrival list.
* Welcomes guests to the hotel.
* Responds to guest requests for information about the hotel and its surroundings.
* Arranges for special services requested by guests.
* Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
* Arranges or delegates fulfillment of customer services by supplying limited services in the following areas:
o Telephone services
o Business Service Centre
o Housekeeping
o Reservations
o Room Service
o Bar service
* Prepares night audit reports as requested.
* Develops and maintains a working relationship with the local fire, police, and government agencies.
* Patrols the hotel on a regular basis and documents activities in accordance with safety and security policy.
* Processes written reports involving security at the hotel by communicating hazards with department heads and taking appropriate action.
* Develops written procedures for handling any emergency that would require partial or complete evacuation of the hotel such as fire, armed robbery, severe injuries, power failure, or bomb threats.
* Ensures that all hotel entrances and exits are locked and unlocked per hotel policy.
* Maintains hotel key management procedure and ensures that all keys are accountable and only authorized persons have access to keys.
* Closes the different outlets at closing time or liaises with the supervisors.
* Ensures that all meeting rooms and conference rooms are secured to keep unauthorized individuals out of the area and prevent theft.
* Completes daily security log, including pertinent information from the shift.
* Anticipates possible and probable hazards and conditions and either corrects them or acts to prevent them from happening.
* Follows up and verifies arrivals by updating registration cards in regard to spelling of guest's name, address, and method of payment.
* Changes room rates and guest rooms if a discrepancy is found and informs the morning management about the changes.
* Handles incoming guest room reservations.
* Handles reservations for guests with rental cars, restaurants, etc.
* Is aware, at all times, of current room status and room availability.
* Is fully aware of Trigon Hotel Group service concepts.
* Is fully aware of, and knows how to handle, all current and future hotel promotions.
* Utilizes yield management to maximize room revenue, and to fill the hotel to maximum occupancy while also proactively selling.
* Increases hotel revenue by promoting food and beverage alternatives within the hotel and managers upselling and proactive sales technique amongst the night team.
* Familiar with the Owners and key stakeholders.
* Minimizes loss of revenue by adhering to all established credit procedures.
* Ensures all guests establish credit upon check-in.
* Receives proper approval codes for cash and credit card paying customers.
* Identifies and records special billing instructions and notifies accounting and Front Office Manager.
* Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
* Adheres to hotel policies regarding the use of cash banks.
* Communicates effectively with customers, colleagues, and supervisors.
* Demonstrates teamwork by co-operating and assisting colleagues as needed.
* Keeps effective key control.
* Ensures that guest mail and messages are delivered promptly.
* Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel's guests.
* Issues safety deposit boxes to guests upon request.
* Maintains a clean and tidy lobby, and performs light cleaning duties if required.
* Continually looks at new ways to improve service standards and offerings at Trigon Hotel Group.
* Completes a weekly rota ensuring adequate coverage, effective holiday control, and cost-effective wages in line with projected business.
* Responds to guest comments and criticism in a constructive and positive manner, looking at it as an opportunity to build guest count. Educates and empowers team to act in a similar capacity.
* Demonstrates and encourages all members of the team to a high ethical standard always, adhering to standards laid out in the Company's handbook.
* Conducts regular communication with the team and attends departmental communication meetings.
* Ensures team receive timely and meaningful performance reviews or job chats.
* Carries out team training on an ongoing basis.
Benefits:
* Competitive rate of pay.
* Relocation Assistance.
* Access to our Company Pension Scheme.
* Death in Service Benefit.
* Employee referral bonus.
* Friends & Family discounts across our restaurants.
* Special rates in our hotel accommodation.
* Paid internal and external training days.
* Access to Trained Mental Health First Aiders.
* Team Member Social & Wellbeing Events.
* Team Member Annual Awards, Service Recognition, Monthly Team Member of The Month.
* Meals on Duty.
* Assistance with Leap Cards.
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