Night Guest Service Supervisor

The Night Guest Service Supervisor is responsible to provide fast, efficient, courteous service at all times to guests. He/She makes sure that the night duties of the reception are carried out and deals with all guests’ queries.

JOB SUMMARY

The Night Guest Service Supervisor is responsible to provide fast, efficient, courteous service at all times to guests. He/She makes sure that the night duties of the reception are carried out and deals with all guests’ queries by providing accurate information and proper follow up.

He/She is fully responsible for the Reception float and performs currency exchange and payment of invoices.

He is also the point of contact for assisting Night Auditor in case of inquiry in regards to Night Audit closure and balancing the days takings i.e. food and beverage, room sales takings etc and assist in resolving all errors raised (if applicable) before the new day starts.

DUTIES AND RESPONSIBILITIES

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. The holder of this position may, at any time, be called to perform any other cognate duties at the request of management.

• To be fully responsible for the entire Resort Operations at night.
• To assist all departments operations at night time.
• To understand what is happening in the resort on a daily basis in order to assist guests efficiently.
• To know the operating hours of each outlet within the resort.
• To assist and handle checking-in and checking-out of all resort guests in a timely and courteous manner.
• To ensure that all accounting procedures are carried out in accordance with C Mauritius policies and procedures (petty cash/cash advance/paid out /payments…).
• To ensure that proper handovers and briefing are carried out for each shift.
• To take hand over from Guest Service Assistants of the evening for any follow-up issues.
• To assist in clearing Bills on Hold in case of request from Front Office Manager.
• To supervise Team member behavior and refer to Front Office Manager to take immediate corrective action when below resort standards.
• To work closely with the Night Auditors to ensure that dossiers and computer system is updated accordingly.
• To ensure with Reception that all preparation for next day arrival is ready for the next day morning shift.
• To prepare back up report in case of Property Management system failure or Night Audit closure delay.
• To be knowledgeable of major technical functionalities of the guest rooms in case of guest inquiries during the night.
• To contact Maintenance on call at night in case of maintenance emergencies.
• Have a good knowledge of the local area and where to find relevant information.
• To know the operating hours of each outlets within the hotel.
• To communicate with all guest and employees in a professional and courteous manner at all time.
• Adhere to all company policies and procedures.
• Promote the upselling of hotel products and services.
• Respect the shift system and report on duty as per the Roster done by the superiors.
• Perform any reasonable task requested by the shift leaders and reception supervisor.
• Respond to guest complaints in a professional manner at all times and record all relevant information.
• Ensure the Front Desk and back offices are being kept clean and tidy at all times.
• Always use the correct standard to answer the telephone.
• Constantly check the handover, memo file and ensure checklists are completed at the end of your shift.
• Report any unusual occurrences and any concerns to the reception shift leaders and supervisor
• Welcome all guests upon arrival according to C Mauritius standards.
• Ensure that procedures for rooming are being adhered to.
• Promote the hotel facilities efficiently.
• Ensure all special requests on the arrival list are being action and followed up.
• Verify that all registration cards and keys have been prepared for the day.
• Update any information from the guest registration card onto Opera.
• Prepare the registration card for the next day.
• Verify / print / attach with departure letter the bill for the next day departure.
• Sorting and filling of guests’ bills from the outlets.
• Clearing out the dockets of the check out guests.
• Prepare and update the departure control sheet for the next day.
• Adhere to the grooming policy, code of conduct and any other policy related to the department and the hotel.
• Adhere to Occupational Safety and Health Act, local health and safety codes, and company safety and security policy 
• Promote energy efficiency and environment friendly actions
• Participate in trainings as and when requested by Management.

JOB PROFILE

• A minimum of  2 years experience in the hospitality industry in a similar position
• SC holder OR equivalent
• National Trade Certificate Level 3
• Fluent in English and French, both verbal and written
• Any additional language (German, Chinese, etc) will be an advantage.
• Team Player
• Having a flexible approach to work