Major Responsibilities:

• To operate the Front Desk during the night shift properly, efficiently and with profitability.
• To assist with the process of the Night Audit, providing information for all hotel colleagues that is accurate and useful to their requirements, enhancing the effective operation of the hotel.
• To monitor arrivals and departures, in order to handle guest requests and complaints with specific, personalized attention.
• To perform all monetary transactions in compliance with hotel credit policies, ensuring accurate services for our guests.
• To follow up and clear outstanding Pay Master accounts, ensuring that all guests are billed accurately.
• To handle the process of the Night Audit in Springer Miller Systems and Infogenesis ensuring all information is accurate for accounting purposes.
• To ensure all computer information is backed-up nightly in case of an emergency.
• To ensure that Mandarin Oriental Hotel Group Legendary Quality Experience Standards are fully implemented, maintained and exceeded throughout the Front Desk Department during the night shift to meet and exceed our guests' expectations.
• To encourage efficient and effective inter-departmental communication in order to promote teamwork.
• To monitor the successful implementation of the Total Training Concept and Legendary Service Training.
• To encourage colleague development and promote a positive working environment.
• To ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of colleagues.
• To ensure that all health and safety company standards are maintained and carried out at all times. They must be monitored regularly to assist in scoring 100% on the Mandarin Oriental Hotel Group health and safety audit.
• Must be able to remain calm and communicate clearly with Guests, Management and colleagues in the event of an emergency.
• To handle all guest complaints and comments relating to the department tactfully.