The StandardX, Melbourne
Calling all night owls!
WE#anythingbutstandard
Duties & Responsibilities
1. Welcome guests in a friendly, prompt, and professionalmanner.
2. Assume the senior Manager on Duty responsibility and assist withany complaints, problem solving, disturbances, special requests and implementthe necessary actions to bring them to a resolution.
3. Supervise and be actively involved in daily night front officeoperations to meet guest and team expectations.
4. Review handover notes from the Front Office leadership team andhandle any outstanding tasks.
5. Conduct nightly pre-shift briefings for night team members.
6. Monitor any remaining arrivals, departures, and VIPs to ensureguests receive a seamless experience.
7. Ensure allaspects of the guest reservation is prepared ready for their arrival, includingthe room and any special requests.
8. Review andassist with daily room assignments and requests.
9. Perform check-in and check-out procedures using the property management system(PMS) ensuring all guidelines are adhered for registration. Obtain guest information and ensure that the assigned room type and rates arecorrect.
10. Respond to all channels of communications for night shift viaphone, system, in person, email/message/text correspondences in a timelyfashion.
11. Be fully awareof local attractions, site, able to provide directions for the Hotel, nearbylandmarks, and assist with guest requests. Able to provide the requiredassistance in absence of guest experience team.
12. Conduct, monitor, and assist in morning wake up calls.
13. Review all room statuses on a nightly basis via the property management system(PMS) accurately for vacant and occupied status.
14. Ensure that no show revenues are maximized through consistent andaccurate billing.
15. Check billing instructions, monitor guest credit and act upon anydiscrepancies, inform Front Office Management of any issues.
16. Complete an accurate reconciliation of all Hotel postings andpayments before the end of the day.
17. Process end of day/end of month procedures on a nightly basis thatinclude batch settlements and various other Hotel reports.
18. Ensure all finance reports are accurate and be compliant of all Standardoperating procedures.
19. Ensure PMS rolls successfully, ready for the next day ofbusiness.
20. Provide lobby and front drive presence to ensure flow of trafficis under control and ensure all aspects of valet services areseamless.
21. Provide a consistent level of guest recognition and deliver ofpersonalized services.
22. Maintain thorough knowledge of room rates, room packages, roomtypes and room availabilities.
23. Assist with room reservation calls for modifications, bookings,and cancellations when needed.
24. Maintain Manager on Duty cash float during shift and follow hotelcash float procedures.
25. Analyze rate variance report for room revenue control andrebates.
26. Liaise with guest experience team in handling all guestrequests.
27. Supervise all luggage handling with Concierge team.
28. Be fully conversant with Hotel fire & life safety/emergencyprocedures/guest evacuations.
Experience, Qualifications & Skills
29. Experience with Hotel PMS systems, preferablyOpera
30. Excellent communication and customer serviceskills
31. Committed to delivering exceptional guest experiences.
32. A friendly, outgoing personality
33. Ability to work autonomously and remain calmunder pressure.
34. The flexibility to work across a 7-day roster.
35. Team player with a “can do” mindset.
36. Hotel background in rooms division, prior duty manager/nightmanager experience required.
37. Must have the right to work in Australia.
The Standard
The Standard Values
Unconventional & Compassionate |Individuality & Teamwork | Creative & Pragmatic
To apply - please email your CV and cover letter to HR - thestandardxmelbourne.recruitment@standardhotels.com