• Project courtesy, hospitality and professional behaviour across your department at all times with guests and fellow colleagues.
• Welcome guests upon arrival with courtesy and professionalism.
• Register arrivals according to established standards and procedures including the adherence to all credit and accounting procedures.
• Manage guestroom inventory by communicating regularly with Housekeeping to ensure rooms are available for efficient check-ins.
• Room guests according to reservation requests and inventory availability.
• Programme guest keys and master keys following established standards and procedures.
• File and manage registration cards for guests according to established standards and procedures.
• Create, modify and cancel guestroom reservations for walk-ins when required.
• Review guestroom folios to check for discrepancies and ensure special billing arrangements are properly carried out.
• Be the first line of defence to handle guest queries and resolve issues in a timely and professional manner.
• Monitor guest feedback and make recommendations for improvements or new products or services to meet guest needs.
• Be available to address issues and make corrections with regard to charge disputes and discrepancies when required.
• Check-out guests efficiently and courteously according to established standards and procedures including the adherence to all credit and accounting procedures.
• Conduct a thorough night audit, including balancing daily transactions, verifying room rates and taxes, and reconciling accounts receivable.
• Prepare and analyse daily reports, such as room revenue, occupancy rates, and other key performance indicators.
• Identify and resolve any discrepancies or errors in the system.
• Identify and resolve any discrepancies or errors in the system.
• Ensure timely and accurate posting of all transactions.
• Assist guests with check-in, check-out, and other inquiries during the late-night shift.
• Handle guest complaints and resolve issues promptly and professionally.
• Provide exceptional customer service to ensure guest satisfaction.
• Supervise and coordinate the work of the night audit team, ensuring efficient operations.
• Train and develop team members on night audit procedures and guest service standards.
• Maintain a secure and safe environment for guests and staff during the night shift.
• Handle VIP guests as required.
• Handle group bookings as required.
• Assist guests with SBEC membership details, queries and enrolment as required.
• Be the first line of defence to handle guest queries and resolve issues in a timely and professional manner.
• Monitor guest feedback and make recommendations for improvements