Night Auditor - Night Manager
The Rezidor Hotel Group
Milan
10 gg fa

Position Description 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 the Radisson Hotel Group’s corporate guidelines and service concepts.

TASKS, DUTIES AND RESPONSIBILITIES

PROVIDE SERVICE AND SECURITY TO GUESTS DURING NIGHT

  • Is available to register, process, and greet guests promptly
  • Checks the daily arrival list
  • Welcomes guests to the hotel
  • Responds to guests 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 fulfilment of customer services by supplying limited services in the following areas :
  • Bell staff
  • Telephone services
  • Business Service Centre
  • Room Service
  • Prepares night audit reports as requested
  • Allocates rooms and issues appropriate keys
  • Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment
  • Changes room rates and guest rooms if approved by Service Manager
  • 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 the Rezidor Hotel Group’s service concepts
  • Is fully aware of, and knows how to handle, all current and future hotel promotions
  • Utilises yield management to maximise room revenue, and to fill the hotel to maximum occupancy
  • Increases hotel revenue by promoting food and beverage alternatives within the hotel
  • Knows the names of key people within Rezidor
  • Minimises loss of revenue by adhering to all established credit procedures
  • Insures 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 Service Manager
  • Completes shift closing accurately by getting appropriate approval signatures and authorisation 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
  • Uses the ABC approach to respond to negative comments and complaints; and notifies Service Manager immediately for appropriate follow-up
  • Maintains a clean and tidy lobby, and performs light cleaning duties if required
  • KNOWLEDGE OF FRONT OFFICE TECHNOLOGY

  • Is fully conversant with the hotel reservation system
  • Is able to operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment
  • SECURITY, HEALTH AND SAFETY

  • Ensures that own cash is secure at all times
  • Ensures that guest details are not disclosed
  • Maintains high confidentiality in regards to guest privacy
  • Takes action on any suspicious behaviour of guests and staff, and reports to the Duty Manager, and Security for proper follow-up
  • Informs Duty Manager and Housekeeping Dept. regarding lost and found objects
  • Ensures that all potential and real hazards are taken care of immediately, and are reported appropriately
  • Fully understands the hotel’s 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 or injure self or others
  • Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
  • Anticipates possible and probable hazards and conditions and informs the Service Manager, and Department Heads accordingly
  • Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct
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