Night Auditor - AccorHotels Crawley, UK

Job Details:
Overview of duties '• Welcomes guests who arrive late and takes care of them until their departure • Contributes to guest satisfaction by providing a high standard of service in line with norms and procedures • Is responsible for the hotel once the daytime managers are off duty • Helps the department meet its quantitative and qualitative targets • Ensures the safety of property and people' Main responsibilities Customer relations '• Provides a warm and personalised welcome to guests • Anticipates guests' needs and takes them into consideration • Handles any guest complaints and/or remarks • Conveys the hotel image' Professional techniques / Production '• Takes care of the arrival and departure processes for guests, ensuring they take as little time as possible • Informs guests about the formalities, any special conditions relating to their stay and the services available • Handles phone calls and manages the reservation schedule • Follows up any customer requests (wake-up calls, taxi, breakfast room service etc) • Writes a report on activities and incidents that occur during the night • Ensures that guest documentation at reception and in the lobby is available and up-to-date' Commercial / Sales '• Promotes the hotel's range of services in order to increase sales • Applies and actively supports the hotel's pricing policy • Encourages customer loyalty by promoting the brand and/or Group loyalty programme (LeClubAccor,...) • Encourages synergy within the marketplace by applying the inter- hotel coordination policy' Management and administration '• Respects the procedures governing invoicing and cash operations • Is responsible for the reception's cash holdings • Establishes the closing and nightly activity reports for hotel management ' Hygiene / Personal safety / Environment '• Ensures that the workplace remains clean and tidy • Applies the hotel's security regulations (in case of fire, night patrols, closure of the accesses, etc) • Respects the hotel's commitments to the ''Environment Charter'' (saving energy, recycling, sorting waste etc)'..
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