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Night Receptionist

1 month ago

Cornwall Ontario KC, Stormont, Dundas and Glengarry, Canada St Mellion Full time

Job Purpose & Summary

The main purpose of the Night Receptionist role is to support the Resort Operations Manager with the smooth running of the resort from 7pm to 7am daily. This is a hands-on role requiring some general Night Porter duties as well as some Supervisor activities.

Key Responsibilities

  • Maintain a professional and high-quality service-oriented environment at all times.
  • Provide the highest quality of guest service standard with the aim to exceed expectations at all times, whether by operations or administration.
  • Focus and manage front of house, our guest requirements and fulfil the necessary administrative duties.
  • Ensure the hotel and its guests are safe and secure through the night hours.
  • Be visible and accessible, showing a presence throughout the hotel while interacting with guests and staff alike.
  • Act professionally for the hotel, dealing with complaints, problem-solving, disturbances, special requests, and any other issues that may arise.

Key Performance Indicators

Reception Standards

  • Arrivals are checked in correctly, allocated a room, and sent to their room without delay.
  • Check-in procedures are strictly adhered to, and the correct address and charge-out details are obtained from each guest.
  • Reservations are taken correctly and courteously.
  • Effective liaison between reservations and front office staff with other departments (e.g., housekeeping).
  • Any enquiries or messages are dealt with courteously and efficiently.
  • All Front of House areas are clean and tidy at all times, including back of house.
  • On check-out, correct processes and procedures are followed.

Food & Beverage Standards

  • Ensure all charges are correctly entered on the guest's bill and that this is up to date at all times.
  • Use a checklist to ensure the restaurant is ready for F&B staff by 6am.
  • Clear and set up conference/function rooms as per standard.
  • Basic food preparation and delivery of room service to guests.
  • Assist F&B staff after hours and in line with company policies.

Public Area Cleaning Standards

  • Hotel Reception Area – floor vacuumed and mopped daily.
  • H&F Reception Area – stairs and floor are vacuumed and mopped daily.
  • Toilets (Hotel reception, H&F reception, Nicklaus bar) – toilet, urinals, and sinks cleaned as per standard, dust and polish surface areas, floors mopped.
  • Nicklaus Bar Hallway – vacuumed daily.
  • External – check outside tables are clean and ashtrays are cleaned out, any glasses etc. cleaned away, including all entrance ways, hotel reception, hotel entrance etc.

Maintenance Standards

  • Report any issues regarding the maintenance reporting app.

Security, Health & Safety, Policy & Procedures

  • Compliant in the following resort procedures:
  • Conducting and managing evacuations of the whole hotel/cottages should the alarm sound during the night.
  • Resort walk rounds throughout the night ensuring security and fire safety, addressing and/or reporting any issues or shortfalls in standards.
  • Report any suspicious persons, activities, and/or hazardous conditions to the ROM.
Ensure that company and statutory hygiene standards are maintained in all areas.Be fully conversant with all statutory requirements regarding a food and beverage operation, ensuring that all licenses, including special licenses, are timeously applied for and that the conditions affecting the issues of a liquor license are not jeopardised.Attend H&S training classes and fire evacuation drills when necessary.

Reporting

  • Consistency in providing daily, weekly, and monthly reporting as required.
  • Use precise and effective language to communicate the most important KPIs and actions.
  • Consistent use of professional language and style of writing.

Communication

  • Build and maintain strong working relationships with all levels of staff and stakeholders.
  • Work in liaison with resort departments as a team.
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