Night / Shift Front Office Agent

Main Tasks

• Know the standards and put them into practice in his/her daily work, thus actively pursuing the hotel’s objectives.

• Be come familiar with all work sequences within the Front Office / Concierge Department and room types.
• Be available for guests at all times as a point of contact and co-responsibility for appropriate treatment of guest complaints, passing on and documenting such complaints.
• Maintain regular contact with in- house guests.
• Check-in / Check-out Procedures
• Contact arrivals and ensure their satisfaction – action any feedback in the correct way and as per standards required.
• Attend regularly in departmental meetings.
• Keep a good rapport with all Tour Operator couriers and group leaders.
• Take over from evening Front Office Agent nothing all necessary information, get updated on all situations that occurred during the day such as VIPs in house and also check on all pending arrivals / checkouts.
• Ensure that accurate records of wake-up calls, newspapers, guest messages and faxes are maintained.
• Check and monitor any functions taking place at the time.
• Ensure all staff hand-over procedures are carried out at shift change and that all check & task lists have been completed.
• Assist in checking VIP arrival rooms and spot checking rooms prior to guests’ arrival.
• Promote all Hotel Sales and in-house facilities.
• Ensure that full night audit systems procedures are carried out and all reports are issued and distributed accordingly.
• Carry out Night Banking in accordance to The Palace procedures.
• Be responsible for running Daily ‘saves’ and monitoring front office systems. Co-ordinate with any down time procedures and deals with Micros outlets.
• Deal with any Room Reservation enquiries effectively and complying with procedures.
• Have knowledge of all equipment and installations on the Executive Floors, and able to work there independently in conformity with the established standard and take over shifts if necessary.
• Participate in any training courses deemed necessary and put skills learned, into practice.
• Handling of cash, provide good filing system, accurate end of shift hand over.
• Assist / relieve Daily Front Office Agent, Concierge, Porter with their duties.
• Know all tasks on the central telephone switchboard (acceptance and passing on of telephone calls, faxes, messages, etc.), can work independently there and will take over shifts when necessary.
• Organize desk and plan for adequate future manning of the desk.

•