Goal:
Meet and exceed guest’s expectations during the duration of the guest cycle with Holiday Inn policies & procedures through consistent delivery of product and services.
Responsibilities:
- Having complete understanding of all policies and procedures relating to the Front Office including Front Desk, Switchboard, Reservations and Guest Services
- Effectively and efficiently dealing with any challenges that may arise throughout the night.
- Exceeding guest expectations while performing multiple functions including check-in/out, answering telephone and directing calls to the requested extension
- Responsible for data entry of our revenue management tools
- Balance all Revenue and settlements for the hotel
- Verify that all revenues have been posted
- Reconcile POS for each F&B outlet and where necessary make adjustments
- Reconcile all Misc Revenue
- Verify that room revenue and the applicable taxes are recorded
- Must be reliable and able to compete the audit in a timeframe that does not interfere with the next day’s business
- Must be committed to follow the checklist and policy and procedures as they relate to Night Audit
- Report by email on a daily basis any problems or discrepancies to the Income Auditor
- To properly change the day and ensure that the rates for all of the guests are inputted correctly in the property management system
- Participate in departmental meetings, as well as, training programs
- Remain up to date on current rates and offerings that the hotel has offered in regards to advertisements
- Follow the Emergency Procedures as set out in the Emergency Binder
- Is an active Manager on Duty while on Shift
- Use telephone etiquette and interpersonal skills by following the key service standards as set out by Holiday Inn
- Be knowledgeable of Room Locations, Types of Rooms, and Room Rates
- IHG Reward Club standards are followed with Guest Check In and Out
- Other duties as assigned
Benefits:
- Vacation Pay Policy
- Statutory Holidays
- Destinations Travel Program
- Medical Benefits – Blue Cross
- Maternity / Parental Leave
- Employee Assistance Program (EAP)
- Dry-cleaning of work attire
- Job Shadow
- Discounts in Food & Beverage Outlets
Qualifications
- Bilingual an asset English/French
- Solid working knowledge of the Front Office Operating system, as well as Excel
- Strong Technical abilities and adaptability to many computer systems from Java to Microsoft Office.
- Working knowledge of accounting principles.
- Ability to work an overnight shift (11pm to 7am).
- Ability to stand for long periods of time
- Highly motivated and guest driven with the ability to make timely guest service decisions
- Problem solving abilities with attention to detail.
- Excellent interpersonal, communication and organization skills required, both written and oral
- Proven ability promote excellence by being strongly focused on guest needs and expectations
- Self starter, team player and highly motivated Professional in demeanour and presentation
- Shift work required
