Night Shift Leader

Job description

Key tasks

We're looking for someone to join our night team, below are some of the duties and responsibilities connected to this role, but if you don't have it all, Don't Worry!
We teach you all you need to know, you just need to bring your own personality and a can-do attitude.
Click apply and you will join one of the best hotel teams' in London.

Overview of duties
'• Provides a warm and personal welcome for all guests who arrive at night
• 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 targets
• Helps increase hotel revenue through his/her sales efforts
• Adopts appropriate ibis Styles service-oriented behaviours and attitudes, focussing on the brand's values: Modernity, Simplicity, Well-being'

Main responsibilities:
Customer relations
'• Provides a warm and personal welcome for guests, applying the All Season Hospitality (Savoir-Recevoir) policy
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks
• Conveys the image of the hotel'

Professional techniques
'• Handles the arrival and departure processes for guests, ensuring they take as little time as possible
• Informs guests about any conditions or formalities during the stay, and hotel services; knows all about ibis Styles' special features and promotes the brand and hotel's offer according to the type of clientele: the all-inclusive offer, the family offer, the social area, breakfasts etc
• Handles phone calls and manages the reservation schedule according to brand guidelines: answers quickly and directly with a simple greeting, gives his/her first name during the reservation, uses the customer's name, highlights at least 3 of the brand's features, repeats the key information and ends the call with a friendly phrase. • Modifies the welcome he/she provides and takes initiatives: may leave the reception itself to talk directly with guests, can offer guests the option of checking out at a time other than on departure
• 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