Night Auditor

ibis Styles Edinburgh Centre St Andrew Square.
Overview of duties
Provides a warm and personal welcome for all guests who arrive at night
Contributes to guest satisfaction by providing a high standard of service in line with norms and procedures
Is responsible for the hotel once the daytime managers are off duty
Helps the department meet its targets
Helps increase hotel revenue through his/her sales efforts
Adopts appropriate ibis Styles service-oriented behaviours and attitudes, focussing on the brand's values: Modernity, Simplicity, Well-being

Main responsibilities

Customer relations
Provides a warm and personal welcome for guests.
Anticipates guests' needs and takes them into consideration
Handles any guest complaints and/or remarks
Conveys the image of the hotel

Professional techniques / Production
Handles the arrival and departure processes for guests, ensuring they take as little time as possible
Informs guests about any conditions or formalities during the stay, and hotel services; knows all about ibis Styles' special features and promotes the brand and hotel's offer according to the type of clientele: the all-inclusive offer, the family offer, the social area, breakfasts etc
Handles phone calls and manages the reservation schedule according to brand guidelines: answers quickly and directly with a simple greeting, gives his/her first name during the reservation, uses the customer's name, highlights at least 3 of the brand's features, repeats the key information and ends the call with a friendly phrase.
Modifies the welcome he/she provides and takes initiatives: may leave the reception itself to talk directly with guests, can offer guests the option of checking out at a time other than on departure
Follows up any customer requests (wake-up calls, taxi, breakfast room service etc)
Writes a report on activities and incidents that occur during the night
Ensures that guest documentation at reception and in the lobby is available and up-to-date

Commercial / Sales
Promotes the hotel's range of services in order to increase sales, modifying sales pitch to suit the customer's needs
Applies and actively supports the hotel's pricing policy
Encourages customer loyalty by promoting the brand and/or Group loyalty programme
Enhances synergy within the marketplace by applying the inter-hotel coordination policy
Encourages guests to post comments on the interactive Visitors' Book
Commits to fulfilling the brand's quality promise

Management and administration
Respects procedures governing invoicing and cash operations
Is responsible for the reception's cash holdings
Writes a nightly activity report for hotel management

Hygiene / Personal safety / Environment
Ensures that the workplace remains clean and tidy
Applies the hotel's security regulations (in case of fire etc)
Ensures the safety of property and people (night patrols etc)
Respects the hotel's commitments to the ''Environment Charter'' (saving energy, recycling, sorting waste etc).
Anticipated Start Date: 31-07-2017

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