SUMMARY:
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POSITION INFO:
The Night Auditor at La Residence is an important role in the hotel operation, on duty from 19.00 - 07.00 daily. In the absence of most staff, and Senior Management, they are required to deliver on The Royal Portfolio’s Purpose, which is “To give our guests a complete experience and a perfect stay".
MAIN DUTIES & RESPONSIBILITIES
- Adherence to company policies and procedures
- Welcoming all Guest upon arrival
- Dealing with Guest queries and arrange assistance as necessary
- Be on the floors at all times, but also ensuring that the Front Office is staffed all the time to ensure Guests are attended to when browsing through the Curio Shop
- Work hand in hand with the Front Desk team and other departments
- To assist guests with information they need about the services at the hotel and surrounds
- To ensure that every guest leaving the hotel with the best guest service experience
- To assist with escorting departing guests to the door and engaging with them about their stay
- Must be able to build relationships with all Guest
- To build and maintain strong culture in Front Office
- Maintain communication within the Hotel, other departments, as well as security with regards to guest’s movement
- Ability to work accurately under pressure
- Ensure all relevant reports have been printed and distributed to the respective departments (handovers, breakfast packs, etc.)
- Audit FOH cash up and corresponding account allocations
- Audit hotel transactions and corresponding account allocations
- Run End of Day Function on Opera
- Ensure Front of House, Front Office & the rest of the property grounds is neat and tidy at all times
- Manages Hotel on absence of Department Heads
- Manages night security and facilitate any irregularities
- Ability to take initiative and make judgement calls re complaints (considering spend and adequate gifting / room drops / vouchers)
- Constant monitoring of PMS and Guest profiling to ensure that the team is updating required information; nationalities, address, remarks, preferences, contact details
- Update and share Guest Feedback to executive and management team
- Ensuring night-to-night Guest services such as document handling, wake-up calls etc; all carried out timeously and accurately
REQUIREMENTS & QUALIFICATIONS
- Hospitality Diploma advantageous or at least 2 years’ experience in a 5* Hotel or 1 years’ experience in a Front Office environment.
- Demonstrated excellent English written and verbal communication skills.
- A strong grasp of operational systems (Micros POS and Opera) and computer literacy in Microsoft Teams, Excel, Word, PowerPoint, Outlook.
- Strong organizational skills and ability to multitask.
- Ability to work long hours, day and night, including weekends and holidays.
- International experience in a similar environment and travelling experience will be advantageous.
- Driver's license essential, own transport a plus.
- Knowledge of Franschhoek and surrounding areas
It is important that the candidate is able to work as part of a team and is a good cultural fit for The Royal Portfolio.
South African citizenship is advantageous. A valid work permit is essential if you are not in possession of a South African ID document.
Please note it is a condition of employment, that all staff undergo a pre-employment polygraph test.
