Overall Job Purpose:
Overall responsibility for the hotel during night hours, ensuring that the highest level of guest service is always given, paying particular attention to conference/function business and all public areas, always ascertaining complete guest satisfaction.
Role Specific Duties To arrive for work on time dressed in full clean uniform, name badge, well-groomed and presenting a professional appearance to our guests.
Adhere to company's Clocking Policy.
To always ensure the delivery of an exceptional friendly service, to every guest, in line with the Talbot Collection 'Empower Your Excellence' customer service program.
To follow rigidly all HR policies and procedures.
Lead by example Operations.
To consult with front office/Reception regarding all aspects of client's requirements.
To ensure the safety of all our guests throughout the night, by completing the safety checks and night audits competently.
To ensure meeting rooms are properly set up, broken down and reset according to the weekly function sheets.
Stay current with relevant legislation regarding service of food and alcohol.
Maintain regular communication with staff and management through discussions and handovers.
Communicate our services and facilities to guests as required.
To be aware and ensure compliance with all company policy's regarding: Fire, Health & Safety, Hygiene, Food Hygiene, and Customer Care & Security.
To work in conjunction with the Night Manager, Duty Managers & Supervisors to ensure the smooth and efficient running of the department and overall Business.
In case of the absence of the Night Manager or
Duty Manager:
* Manage the night shift, ensuring that the that all employees perform the duties assigned to them.
* Ensure staff adhere to the company's SOPs and service standards.
* Ensure the hotel is prepared in advance of each shift and in accordance with relevant SOPs.
* Ensure that all staff arrive to work on time and in correct uniform and name badge as per schedule and adhere to Clocking Policy
* Resolve customer complaints promptly in the absence of the manager and report them in Night Porters report.
* Delegate duties and tasks to staff to meet objectives.
* Monitor the recording of any wastage.
* Management of cash handling procedures of department in accordance with company policy
* Ensure all staff are imputing all orders through the till correctly and no open checks are left at the end of the shift.
* Ensure the tills opening and closing procedures are conducted according to the company's SOP.
Staff Management and Training:
Ensure all staff members are always performing at their full potential with a high level of productivity.
Monitor quality and service standards for staff.
Taking a part in staff coaching and training.
Additional Duties:
Communicate company policy, standards, and procedures to staff.
Maintain a positive working environment in the Department Health & Safety.
Ensure high standards of health and safety are always maintained.
Ensure the cleaning tasks are completed in accordance with SOPs.
Ensure the storage areas are kept in a clean, tidy, and safe condition.
Ensure any faults or problems with equipment are reported and resolved.
To take a proactive involvement in Health and Safety, ensuring to report and where possible act on incidents, accidents or damage in the Hotel.
Proactively bring any suggestions or ideas to Night Manager attention.
Work in a way that minimises risks to the health and safety and security of self and others.
To be present and punctual for all in-house/external training programs as requested Additional Duties.
To always ensure excellent customer service in line with the Talbot Collection Customer Service Programme, 'Empower Your Excellence,' recognising that you are always an 'Ambassador' of the Talbot Collection.
To always ensure professionalism and integrity when communicating with both internal and external guests.
To make certain that the four-star standard of the hotel is portrayed in all your actions and dealings with internal and external guests alike.
To always establish and maintain a good working relationship with your colleagues and management.
To have total product knowledge of each property's services and facilities, and a complete knowledge of Talbot Collections product offering as a whole.
To familiarise and adhere to company policies and procedures as outlined in the staff handbook.
To be present and punctual for all in-house/external training programmes when requested To adhere to all Fire, Safety and Hygiene regulations and to comply with the Health and Safety at work act 2005.
To take a proactive involvement in Health and Safety ensuring to report and where possible take action on incidents of accidents or damage in the Hotel.
To be proactive in maintaining energy efficiency within the Hotel.
To comply with all policies and directives of the Collection.
Any other sundry task not mentioned but within scope of the job.