Front Office Night Clerk

Job summary
Function: Interacting with guests in a friendly and warm manner.
Purpose: Consistently adhering to LQA 5* Standards and departmental standards.

It is your chance to be part of something truly special.

Main Duties and responsibilities:
1 To always put guests ‘first’, trying to meet and exceed their expectations and needs.
2 To create a welcoming atmosphere for the guests.
3 To greet and welcome all guests.
4 To repeatedly address all guests by their name, once it has been established.
5 To always display a caring, responsive and professional attitude
6 To exercise empowerment in handling guest complaints, and taking corrective action, such as allowing certain charges off the guest's account. Recording this action in the guest's history and reporting it to the Front Office Supervisor, Assistant FOM/ FOM Manager, when needed.
7 To answer all telephone calls within three rings.
8 To answer all guest queries in the most professional manner with regard to facilities, services and other features of The Landmark London.
9 To be familiar with the department’s Minimum Operating Standards as well as the LQA Operating Procedures
10 To check-in & out guests arriving / departing (Late/Early) and to ensure that performance standards and administrative procedures are followed.
11 Night duties to include: Printing of Registration Cards, Creating PF accounts. Charging Newspapers to guest folios, Updating daily figures on whiteboard, Arranging invoices are per FIN 20 Report, Updating Daily exchange rates, Print Inclusive Breakfast Reports for F&B Outlets, Go through all departing guests’ invoices and preparing the relevant Express Check-Out envelopes, No Show Report, Printing Downtime reports.
12 Cover the main Reception desk throughout the Night (23.30 – 0700) and conduct the daily night audit, ensure that the night reports are completed for Accounts and compile and balance the House Charge spreadsheet against infogenesis. Tidy and prepare front desk ready for the next day.
13 To increase the hotel’s revenue by up-selling room categories, in accordance with set targets and daily availability
14 To maintain a cash float at designated level by daily submission of a deposit to the General Cashier or completion of a due back.
15 To be responsible for cash floats, reporting shortages/overages to the Night Manager/Front Office Manager, Assistant Director of Rooms and General Cashier.
16 To reimburse the Hotel the amount of any unresolved shortages.
17 To be fully conversant with all activities in Front Office related to the handling of cash and money transactions.
18 To be familiar with all forms, templates and dockets required for day to day usage, making sure they are at all times on hand and easily accessible.
19 To be familiar with The Landmark’s credit policies and act/follow accordingly.
20 To prepare all pre-registrations for ‘next day’ arrivals.
21 To pre-register guests when applicable, following established procedures.
22 To accurately complete Reservations during the night according to LQA / Landmark procedures. 23 To be completely familiar with: Mail and message systems within the hotel Walk-ins guest and cash-only guest procedures Claimed reservation guest procedures Upgrading procedures Room and rate changes Handling of banqueting and meeting rooms Cashing procedures and billing of accounts Emergency procedures Safety deposit box procedures Room moves Procedures when the hotel is fully booked
24 To be completely knowledgeable with the types of guestrooms and their configuration
25 To be completely knowledgeable with the different types and rates of all our guest rooms.
26 To be familiar with other Front of House departments such as Switchboard, Concierge and Guest Relations.
27 To be conversant with the PMS reservation system, control and take daily reservations. Maintaining a current and accurate count of rooms sold and rooms available. Communicate any deviations and courses of action to the Revenue Centre.
28 To ensure that late checkouts are monitored and kept to a minimum – subject to room availability and business needs.
29 To adhere to the VIP procedures, and initiate established amenity and special order procedures, involving the appropriate departments, i.e. Room Service, Concierge, etc
30 To inform the Night Manager of all incidents, and give detailed handover to the oncoming shift.

Job summary
Function: Interacting with guests in a friendly and warm manner.
Purpose: Consistently adhering to LQA 5* Standards and departmental standards.

It is your chance to be part of something truly special.

Main Duties and responsibilities:
1 To always put guests ‘first’, trying to meet and exceed their expectations and needs.
2 To create a welcoming atmosphere for the guests.
3 To greet and welcome all guests.
4 To repeatedly address all guests by their name, once it has been established.
5 To always display a caring, responsive and professional attitude
6 To exercise empowerment in handling guest complaints, and taking corrective action, such as allowing certain charges off the guest's account. Recording this action in the guest's history and reporting it to the Front Office Supervisor, Assistant FOM/ FOM Manager, when needed.
7 To answer all telephone calls within three rings.
8 To answer all guest queries in the most professional manner with regard to facilities, services and other features of The Landmark London.
9 To be familiar with the department’s Minimum Operating Standards as well as the LQA Operating Procedures
10 To check-in & out guests arriving / departing (Late/Early) and to ensure that performance standards and administrative procedures are followed.
11 Night duties to include: Printing of Registration Cards, Creating PF accounts. Charging Newspapers to guest folios, Updating daily figures on whiteboard, Arranging invoices are per FIN 20 Report, Updating Daily exchange rates, Print Inclusive Breakfast Reports for F&B Outlets, Go through all departing guests’ invoices and preparing the relevant Express Check-Out envelopes, No Show Report, Printing Downtime reports.
12 Cover the main Reception desk throughout the Night (23.30 – 0700) and conduct the daily night audit, ensure that the night reports are completed for Accounts and compile and balance the House Charge spreadsheet against infogenesis. Tidy and prepare front desk ready for the next day.
13 To increase the hotel’s revenue by up-selling room categories, in accordance with set targets and daily availability
14 To maintain a cash float at designated level by daily submission of a deposit to the General Cashier or completion of a due back.
15 To be responsible for cash floats, reporting shortages/overages to the Night Manager/Front Office Manager, Assistant Director of Rooms and General Cashier.
16 To reimburse the Hotel the amount of any unresolved shortages.
17 To be fully conversant with all activities in Front Office related to the handling of cash and money transactions.
18 To be familiar with all forms, templates and dockets required for day to day usage, making sure they are at all times on hand and easily accessible.
19 To be familiar with The Landmark’s credit policies and act/follow accordingly.
20 To prepare all pre-registrations for ‘next day’ arrivals.
21 To pre-register guests when applicable, following established procedures.
22 To accurately complete Reservations during the night according to LQA / Landmark procedures. 23 To be completely familiar with: Mail and message systems within the hotel Walk-ins guest and cash-only guest procedures Claimed reservation guest procedures Upgrading procedures Room and rate changes Handling of banqueting and meeting rooms Cashing procedures and billing of accounts Emergency procedures Safety deposit box procedures Room moves Procedures when the hotel is fully booked
24 To be completely knowledgeable with the types of guestrooms and their configuration
25 To be completely knowledgeable with the different types and rates of all our guest rooms.
26 To be familiar with other Front of House departments such as Switchboard, Concierge and Guest Relations.
27 To be conversant with the PMS reservation system, control and take daily reservations. Maintaining a current and accurate count of rooms sold and rooms available. Communicate any deviations and courses of action to the Revenue Centre.
28 To ensure that late checkouts are monitored and kept to a minimum – subject to room availability and business needs.
29 To adhere to the VIP procedures, and initiate established amenity and special order procedures, involving the appropriate departments, i.e. Room Service, Concierge, etc
30 To inform the Night Manager of all incidents, and give detailed handover to the oncoming shift.