SUMMARY:
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POSITION INFO:
The Night Auditor at La Residence is an important role in the hotel operation, on duty from 22.00 - 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.
