Night Officer

KEY FUNCTIONS

• Ensure all reports and night audits have been done correctly and distributed, complete a comprehensive report of the nights’ activity to include: the daily hot sheet, Issues and Complaints, Concierge and Housekeeping Checklist, Security Reports, Reservations Cancellation Reports, House Account Charges, End of Day Reporting.
• Report any staff sickness to the appropriate manager and HR and contact the appropriate manager directly if service will be affected
• Address guest complaints, problems and/or requests in a very friendly and professional manner. Ensure that all matters are resolved or addressed with the proper department head so that they can be resolved. Constant monitoring of the Hotel floors.
• Investigate all service and safety issues reported during the shift to find their cause, and give recommendations to avoid repeated issues. Initiate investigations. Write and supervise the creation of incident reports. Monitor investigations to their timely conclusion. Ensure appropriate follow up with guests and visitors, documenting all contacts.
• Supervise the duties of all staff during the night and check regularly, report any unusual activity to HR, report any non conformance or concerns to HR
• Supervise Concierge duties, assigning duties at the beginning of their shift and report the progress during the night with a completed  and signed checklist
• Ensure the housekeeping is immaculate at all times and meeting rooms are set accordingly
• Carry out concierge duties when required to include cleaning, meeting room set up and room service
• Complete the Security check list if on external duties (attached files)
• Help in the bar if needed

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Must have demonstrated superior management skills in previous responsibilities. Should be able to articulately explain his/her management style, problems successes, failures & programs. Should be able to move from F&B Management to General Management.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess intermediate computer skills.
• Advanced knowledge of the principles and practices within the Rooms
• Ability to apply supervisory /management soft skills