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download job description - Opal Group.doc

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									                                                                                           OPERATIONS
                                                                                     Night Receptionist
                                                                                       November 2010



                                Night Receptionist
Responsible to:        Night Manager / Duty Manager

Department:            Reception

Location:              The Place Hotel Manchester

Personal Attributes:            Essential                           Desirable

                                Previous experience in              Working knowledge of
                                Customer service and                Opera
                                Hotel reception
                                Good interpersonal skills
                                Guest & service orientated
                                Responsiveness
                                Ability to work autonomously
                                Adaptability
                                Self control
                                Well organised

Qualifications:

Other Qualities:                The person must be a team player with the ability to work on
                                their own. The person must also demonstrate the ability to deal
                                with issues and complaints with professionalism and
                                courteousness.

Overall Purpose:                Management of the Reception desk, phones and service out of
                                hours. Being professional at all times and answering any enquiry
                                a resident may have out of normal hours. Responsible for
                                ensuring that all guests are happy and providing service
                                throughout the evening with any query or request deemed
                                reasonable.


Key Duties/Responsibilities

Hours of work are generally 10.30pm – 7.30am by rotating shifts over seven days
a week
1. Based on the reception desk providing a face to face professional contact for
   all guests during the evening.
2. Answering all incoming telephone calls efficiently, requiring full up to date
   knowledge at all times.
3. Using the sales office systems to take enquiry’s, input out of hours
   reservations and file within sales office chase systems for effective chase the
   following day.



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                                                                                             OPERATIONS
                                                                                        Night Receptionist
                                                                                           November 2010


4. Performing effective check in and check out of guests.
5. Performing inventory checks in rooms / audits on apartments.
6. Providing assistance with all queries put forward by guests.
7. Providing room service for beverages, food, newspapers, wake up calls etc
8. Cleaning and setting up of conference rooms according to standards
9. Registration card preparation for check in
10. General car park and communal area tidiness every morning, communal area
     cleaning as required and emptying of bins nightly.
11. Effective usage of the Opera system to keep all information up to date
12. General administration duties
13. Up-selling of all sundry items at reception
14. Preparation night audit and reconciliation of the night audit.
15. Minor maintenance issues – and the effective reporting of all tenant faults if
     unable to deal with the fault there and then.
16. Reporting in the handover / security handover book all issues encountered
     during the night
17. Effective monitoring of security and the hotel – no party / non resident policy.
18. Complete handover of all issues encountered during the night shift
19. Any other duty requested by the management
20. Responsibility for your own health and safety and that of all colleagues
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Signed:                                                        Signed:

Date:                                                         Dated:




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