Job Title:
Front of House
Purpose of Job:
To ensure that guest queries/needs are quickly and effectively met at night.
Main Responsibilities:
* Arrive on time, dressed in a full clean uniform, well-groomed, with a name badge, presenting a professional appearance to our guests.
* Receive a full handover from the Daily Porters, Receptionists, and Manager on duty. Complete docket checks as appropriate and inform the early Duty Manager of any discrepancies.
* Carry out security/fire checks at regular intervals (12 am, 2 am, 4 am, and 6 am) or as required and log any irregularities in the Handover book, reporting it to the Duty Manager.
* Efficiently check-in/out guests during hours of duty and ensure their luggage is brought/collected quickly.
* Deal with any guest enquiries/needs quickly and effectively.
* Carry out Lounge/Room Service Orders required after 11 pm to an agreed standard.
* Maintain the kitchen and food preparation areas in a clean manner.
* Collect Breakfast cards while doing floor checks and prepare and deliver Room Service.
* Ensure that any early breakfasts are delivered to the guest on time and to standard.
* Cover Bar Service once bar staff has left, ensuring correct and diligent cash and stock procedures.
* Clean as per the night cleaning schedule, including public areas, Premier Lounge, Reception desk and office, meeting rooms, public bathroom areas, and front areas of the hotel.
* If necessary, set up meeting rooms to the agreed standard, checking that all equipment is correct and in working order.
* Check the fax machine on a regular basis and ensure guests receive any faxes or other messages quickly.
* Complete a full report of night shift events in the diary and hand over any problems/incidents to the Duty Manager, Receptionist, or Day Porter prior to leaving.
Key Performance Indicators:
1. Guest satisfaction and loyalty.
2. Effective management of night-time operations.
3. Proactive maintenance of a clean and safe environment.
4. Timely delivery of Room Service and breakfasts.