Night ManagerAngsana Quan Lan - Ha Long Bay Resort

ADMINSTRATIVE
1. Ensures that all Reception staff perform duties in accordance with hotel policy.
2. Ensures the efficient operation of all Front Office departments at night.
3. Participates in all staff and training meetings as directed by the Front Office Manager.
OPERATIONAL
4. Patrols all areas of the hotel checking security, housekeeping or maintenance needs.
5. Maintains information regarding current contract and rack rates.
6. Conducts briefing with staff on night shift regarding VIP's or group tour arrivals and special events and functions which will occur during the shift.
7. Provides current information about hotel facilities, services and special events to Front Office staff as required.
8. Provides current information about tourist attractions, restaurants, entertainment facilities and current events in the local area to the Front Office staff as required.
9. Ensures hotel facilities and services are promoted to guests and visitors.
10. Handles guest requests and immediately assists with problems and complaints to create guest satisfaction.
11. Registers any guest or staff problems or complaints shift record for the attention of the Front Office Manager.
KEY RESULT AREAS
12. Ensures all credit adjustments and rebates are correctly accounted and recorded on a nightly basis.
13. Ensure all guest issues and complaint are approached efficiently.
14. Ensures all master folios, room availability are checked before cut of day.
15. Ensure all member rooms departed in the day is well point credited.
16. Ensure all next day arrival is assigned, next day departure account is well checked.
17. Ensures night audit streams are administered efficiently and correctly according to hotel procedure and policy.
18. Ensures master keys are checked and secured.
19. Checks safety deposit box keys and reports missing keys to Front Office Manager.
20. Maintain an awareness of hotel emergency procedures relating to fire, theft, accident, medical emergency and other threats to hotel and guest security.
21. Provides assistance to guest in all hotel emergency evacuation and medical procedures.
22. Ensures high standards of personal appearance and hygiene, correct uniform and badge as outlined in the staff handbook for all Front Office staff under supervision.
23. Reports any potential health or safety hazards promptly to the Front Office Manager
24. Performs other duties as maybe requested by the Front Office Manager.