Hotel Night Assistant

3 months ago

London, United Kingdom The Rathbone Hotel Full time

Night Assistant

Scope of Work

To maintain high standards within all departments as defined by the department’s Operating Standards.
To ensure guests’ needs are met and exceeded in a professional and friendly manner, ensuring total guest satisfaction.

Report To
Night Manager and Reception Manager

Main Duties

Guest Service
- Ensure all guests receive excellent customer service in accordance with hotel standards.
- Action all tasks/responsibilities delegated nightly.
- Build necessary skills to perform and organize duties efficiently and proactively, providing attentive and prompt service.
- Ensure a speedy telephone and message service, responding within three rings.
- Be demanding and critical of service and hygiene standards.
- Aim to please guests with a 'can do' approach, projecting professionalism, friendliness, and helpfulness.
- Maintain a general atmosphere of tranquility in the department, never giving the impression of a problem.
- Manage guest queries in a timely and efficient manner.
- Learn guest names and personally recognize regular guests.

Product
- Ensure offerings are consistent with hotel standards.
- Maintain cleanliness in all areas and report any maintenance issues to your manager and maintenance.
- Be knowledgeable of all SOPs, Risk Assessments, Hygiene standards, products, and services provided by the hotel.
- Ensure all food and beverage presentation and quality exceed guests’ expectations.
- Prepare and serve food and drinks according to hotel standard recipes.
- Assist with deliveries, restocking, and replenishment of food and beverage inventories and supplies.
- Conduct temperature checks on all deliveries in accordance with H&S policy.
- Have full knowledge of all menu items and report faulty equipment to your manager, recording it appropriately.
- Handle guest belongings with care, ensuring no damage to hotel property.
- Ensure all cupboards are closed, work equipment and chemicals are used correctly, and carry out 90-minute full floor walks throughout your shift.
- Clean and disinfect public areas using appropriate equipment and materials, including using the Electrostatic sprayer to reduce COVID-19 spread.
- Maintain strict control of keys and be proficient in using all computer systems, including Micros, Opera PMS, VingCard key cutting systems, and Navitas.
- Clean guest bedrooms, attend to minor maintenance requests, and assist with all guest requests.
- Proactively assist in all Front of House and Food and Beverage areas with ad hoc duties to ensure all guests' needs are met.

General
- Report to your manager or Night Manager at the end of every shift, ensuring all duties are completed.
- Complete the Shift checklist daily according to standards and update all daily reports both On and Offline.
- Abide by laws and permitted hours for serving alcohol to resident and non-resident guests, collecting contact details for track and trace purposes.
- Assist in other areas of the hotel and its properties as instructed, attend and participate in team meetings and training sessions, and assist with spring cleaning and moving furniture.
- Use hazard warning signs and wear protective clothing as required.
- Ensure all products are replenished and dispose of rubbish and waste safely.
- Report lost and found items according to procedures and maintain a safe environment for colleagues and guests.
- Comply with all Statutory Regulations, including fire and emergency procedures, Hygiene regulations, Health & Safety regulations, and security procedures.
- Be an excellent people person, showing respect for customs and culture.
- Assist other departments where necessary and maintain good working relationships.

Personal Qualities
- Personal presentation, punctuality, and initiative.
- Customer care.
- Effective communication.
- Team player.
- Flexibility with working arrangements.

**Job Types**: Full-time, Permanent

Pay: From £26,000.00 per year

**Benefits**:

- Referral programme

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus
- Tips

Work Location: In person

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