Posted: By:Hiring Kenya
Role Purpose:
Responsible for the organization and quality service rendered to the guests by the Front Office Department, ensuring the safety and security of guests and staff and maintaining strong public relations with the guests.
ROLES AND RESPONSIBILITIES
(include but are not limited to):
Handle VIP arrivals, guest inquiries and complaints promptly and professionally.
Resolve difficult situations and ensure smooth guest experiences during the night shift.
Supervise all departments during the night, inspect rooms to ensure standards and quality, inspect public areas and guest rooms for cleanliness and standards and ensure morning department openings are prepared.
Monitor room availability, manage over-bookings and walk-ins, optimize room occupancy and rates, and validate room charges and special rates.
Lead the night front office team, provide training and performance monitoring and ensure high-quality service delivery.
Coordinate with security teams, maintain guest and staff safety, and report incidents or emergencies to the Front Office Manager.
Oversee night audit processes, verify credit limits, reconcile credit card transactions, monitor cash handling.
Follow up invoicing of no-shows by credit cards, ledger accounts after 2-day grace period.
Spot check on all outlets on cash to ensure cash boxes are equal to system readings.
Cross checking of guest room rates between correspondence, registration cards, and actual amount charged.
Check that all transactions such as paid out, rebates and miscellaneous income are documented with its appropriate supported vouchers, and counter signed by the concern authorities and the guest.
Prepare and provide the daily reports, control reports (hotel account revenue and statistics).
Ensure all city ledger is closed for the day and checked to ensure all supporting documents as per agreements are valid for the duration of guest stay in the hotel and correct charges distributed to accounting.
Ensure timely submission of all relevant reports and information to all departments in the morning. (GM, Finance, F&B, FO).
Ensure all procedures, rates, and guest charges comply with hotel standards, coordinate closely with other departments, and support walkover arrangements when necessary.
Perform other assignments to meet business needs as directed by your superiors.
Skills and Competencies:
Proficiency with Opera hotel management systems is a must.
Self-motivated.
Innovative thinking.
Strong interpersonal and communication skills.
Strong leadership, coaching and counselling skills. Strong analytical skills and strategic thinking.
Good financial management skills.
High attention to detail.
Ability to organise and lead complex projects.
Able to multi-task and prioritise tasks consistent with business objectives.
Computer literate with knowledge of Word, Excel, PPT.
Experience and Qualifications:
Bachelor's Degree / Diploma in Hospitality Management.
Minimum of 2 years of experience as a Night manager in a 4- or 5-star hotel, preferably with an international hotel brand.
