The employee is aware that s/he works as part of a TEAM. As TEAM is not only defined the department but the entire hotel. Successful team members work TOGETHER, not against each other; e.g. experienced team members support/ help inexperienced team members.
The employee is aware that the one and only purpose of his task it to meet and exceed the needs of the external customer, the GUEST!
The employee is aware that s/he represents the image of the hotel and thus, has to behave in such a manner, that no negative image will be reflected on the hotel and corporations.
This can be achieved through technical knowledge of the specific job, however, most of all through ATTITUDE towards the GUEST and also towards the internal customer, COLLEAGUES, DIRECT REPORTS, MANAGERS and PEERS.
ATTITUDE towards guest, colleagues, direct report and managers is not limited to conversation only (direct contact), but more through indirect contact (gesture, body language, appearance, grooming, behaviour, etc.).
Purpose of Job:
NIGHT AUDITOR/SUPERVISOR will represent the Management during the night. The NIGHT AUDITOR/SUPERVISOR also assists the Front Office Manager in all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures.
The NIGHT AUDITOR/SUPERVISOR provides leadership and support to all members of the Front Office and enforces the Hotels Standards of Excellence in all areas supervised.
Essential Functions/ Success Profile
Working with Others
Exceed Customer Expectations
Anticipate and take action to meet and exceed others needs and expectations
continually search for ways to increase customer satisfaction
thrive on providing service to others
Communicate with Others
Speak clearly and listen effectively
one-on-one and in group settings
possess basic writing skills
Demonstrate Team Spirit & Cooperation
Enjoy working with others to achieve common goals and objectives
display upbeat attitude, even under pressure
volunteer as needed to help ensure team success
Act with Professionalism & Integrity
Conduct business respectfully ethically, and honestly
Value the diverse background of others
Taking Responsibility
Take Ownership
Be personally accountable for achieving results in a timely fashion and commit to follow-up
Take ownership of both positive and negative outcomes of work performance
Resolve problems without blaming others
Learn, Develop, & Adapt to Change
Actively pursue self-development; learn from experience; modify behaviour based on feedback
Demonstrate flexibility in handling change, unclear situations, shifting priorities, and new job requirements
Learn, Develop, & Adapt to Change
Work without close supervision
Use good judgment
Make sure tasks are completed on time, without error, and up to quality standards
Prioritize activities based on time and attention needed for completion
Attend to Detail
Ensure all job duties are performed with care and attention to detail
Personally check work to ensure accuracy
Understand how the details affect the big picture
Delivering Results
Demonstrate Functional Excellence
Possess, apply, and continually develop the specific technical knowledge and job skills/requirements needed for effective job performance
Commit to Quality
Ensure high quality, excellence, and value in work processes and outcomes produced with a commitment to meeting or exceeding standards
Follow Policies & Procedures
Perform job tasks based on established policies and procedures
Interpret and apply policy correctly in all situations
Take Direction
Follow instructions with flexibility to shift priorities upon request
Accept direction with a positive attitude and sense of urgency
Understand and respect chain of command
Multitask
Shift back and forth efficiently between two or more activities, balancing priorities effectively
ENERGY PRESERVATION
Motivates and inspire others
Takes ownership
Drives continuous improvement
Demonstrates financial acumen
Main Duties/ Tasks:
Assumes responsibility for overall security of the hotel:
Assures full security for customers, hotel personnel, and property by working closely with Hotel Security personnel.
Oversees emergency operation to ensure customer safety and minimize hotel losses and liability.
Takes corrective action during emergency; files appropriate reports to supervisor.
Calls General Manager at home for any fire, bomb threat, burglary or death that has occurred.
Provides General Manager and Department managers with summary with activities during shift by preparing and distributing written log daily.
To be constantly aware of the room situation and to strive to obtain maximum occupancy.
To have a complete understanding of the hotel’s employee handbook and adhere to the regulations contained within.
To respond to any changes as dictated by the industry, company or hotel.
To attend to guests who approach the Front Desk, immediately, cordially, and with a smile.
To attend to hotel guests in the procedure of registering, inquiries, key handling, message and all related matters.
To register the guests promptly ensuring that they are provided with all the necessary information.
To enter all guest folios into the computer immediately and accurately.
To ensure the telephone is answered promptly and clearly, ensuring a courteous and friendly manner.
To take room reservations effectively, efficiently and a laid out on the proper reservation form.
To have a sound knowledge of The K Hotel’s Marketing programs.
To keep the daily Log Book up to date.
To monitor closely the issuance and return of hotel keys by maintaining Log Books.
To ensure the running of all overnight reports are completed fully and correctly.
To carry out all other duties to the standards and specifications laid out in the overnight shift manual.
To advise Team Leader – Front Office and Income Audit of any dubious billing matters instruction.
To be aware of all hotel activities and the layout of the hotel.
To extend a personal service to the guests, and assist them in all their requirements.
To ensure that there exist an up-to-date extensive selection of booklets, guides, maps and brochures for tourists and business travelers.
To issue keys to the guests, and assist the Front Desk in checking-in guests during busy hours.
To observe the guest services in the lobby and ensure that all areas are covered and kept clean.
To provide the paging service.
To handle both individual FIT guests, and group check-outs according to standard procedure.
To arrange guest bills into respective pockets and verify recurrences.
To post all charges immediately to the guest folios.
To maintain guest ledgers in a systematic manner to facilitate balancing by the night auditor.
To be aware of forged currency
To immediately recognize VIP, and returning guests.
To check the validity of travel agent vouchers.
To check Food and Beverage Cashiers and Front Office Cashiers’ report and make necessary correction.
To ensure that the hotel’s credit policy is adhered to at all times.
To prepare and balance cash report and remittance envelope at the end of the shift.
To maintain the Log Book, by recording any information and guest comments.
To be responsible for all issued funds, foreign currencies and all collections.
To ensure that all guest/group information and billing instructions received from Reception are complete.
To handle payments by credit cards in accordance with prescribed procedures.
Night Audit
to balance and re-set Micros in outlets
to balance and re-set PMS system
ensure all outlet readings are taken and balanced with the PMS
ensure all interface transfers are processed and balanced
to prepare night auditors check list and ensure all functions of check list are carried out.
to ensure that the security regulations are adhered to in the work area at all times.
to report any irregularities to the FC & reconcile all the revenue & prepare DMR.
to report out any further duties which may, from time to time be delegated by the FC
to make sure group booing and random checks on the open invoice in the FO and advice if any changes in the open inovices as per the LPO
Check the following report and update FC if any discrepancies:
Review room rate discrepancies, late checkout, early check-in, housekeeping discrepancies.
Review banquet checks to ensure:
In agreement with event order;
Room Report discrepancies.
Review all adjustment transactions for proper authorization:
Rebates, including AR rebates;
Paid-outs;
Miscellaneous charges;
Verify all entertainment checks have proper explanation, signature, support;
Review discounts to ensure:
Proper explanation, signature, support;
Compile with discounts as per policy;
Food & Beverage Revenue review:
BQT & Outside catering classified in appropriate meal period;
Discount for Owner charged to proper account;
Administrative call analysis & classification distributed:
Maintain guest check control and report discrepancies.
To reconcile voids and do not pay checks
Perform un-announced spot check in the outlets & Front office
Ensure that the discount policies are followed correctly in F&B.
Other Duties/ Tasks:
To ensure that all employees report for duty punctually wearing the correct uniform and name badge at all times.
To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
To demonstrate pride in the workplace and personal appearance at all times when representing the hotel thus identifying a high level of commitment.
To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.
To promote efficiency, confidence, courtesy and an extremely high standard of social skills.
To ensure that all employees have a complete understanding of and adhere to the Hotel Employee Rules and Regulations.
To ensure that all employees provide a courteous and professional service at all times.
To undertake duties of the Duty Manager as dictated by Hotel’s Duty Managers Roster.
To adhere to Company and Hotel rules and regulations at all times.
Ensure that incidents/ accidents are reported without any delays
Ensure that QHSE – FSMS related training programs are executed
Identify training requirements of employees and coordinate with concerned trainers (internal) to execute training
Ensure that QHSE – FSMS related records are maintained and updated
Participates in incident investigation process
Plans and coordinate with OH&S officers to conduct mock drills with respect to Occupational health & safety
Occasional Duties/ Tasks:
To report any equipment failures/problems to the Maintenance Department
To pass any maintenance requests to the Maintenance Department
To participate in any Training/ Developments schemes as recommended by senior management
To assist the Duty Manager in any task outlined/ detailed by him/her
To comply with any reasonable request made by management to the best of your ability
Personal Requisite
Language: Fluent in English, multilingual ability preferred.
Education: Bsc would be an advantage, High school diploma
Experience: Several years’ experience in overall operation
Computer knowledge: MS Office applications, Opera PMS and other software as required
Personal appearance: The uniform should be worn with pride and dignity.
The uniform must be kept clean, tidy and well maintained.
Any careless use, wilfully or negligently, will be the sole responsibility of the employee, which will have to cover all expenses related to the repair/ replacement or additional cleaning outside the regular one.
The personal appearance according to the Hotel standard must be adhered to at all times.
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