Job Ref: FOR1094
Branch: Forest of Arden Hotel Country Club
Location: Forest of Arden Hotel Country Club, Coventry
Salary/Benefits: £12.82 per hour plus various benefits
Contract type: Permanent
Hours: Full Time
Shift pattern: 11pm-0730am
Hours per week: 40
Posted date: 16/06/2025
Closing date: 18/07/2025

JOB SUMMARY

To maintain a safe and secure hotel for all guests and team members. To ensure the highest level of service is delivered to all guests during the night. To ensure that standards are maintained and improved where possible. The job holder must be fully compliant with all company policies and procedures and ensure that they are adhered to. To actively contribute to achieving the targets set for the Front Office Guest Satisfaction.

EXPERIENCE:

• Previous experience working within a Front Office hotel environment preferred

SKILLS AND KNOWLEDGE:

• Strong communication skills (verbal, listening, writing)
• Innovative
• Pro-active and reliable???
• Able to work alone and within a team
• Maximise revenue
• Controls and monitors discounts
• Maintaining standards
• Customer focus
• Business awareness
• Commitment
• Planning
• Continuous learning

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Provide operation assistance during the night to ensure seamless delivery of quality service to the standard experienced during the day
• To oversee and, where necessary, carry out the Night Audit function including the provision of systems expertise as laid down by the company requirements
• Handle walk-in guests, guest concerns, and resolve any problems experienced by guests or visitors in the absence of the relevant Head of Department
• Be fully conversant with all statutory fire, legal, bomb, health, and safety procedures and to take control in the event of an emergency
• Follow previously determined “on the day” sales strategy in order to achieve a maximum optimum rate. Maximize sales through upselling.
• Ensure the security of the hotel, its guests and visitors through regular checks and patrols throughout the night in conjunction with set procedures/
• Able to carry out all Receptionists/Telephonists duties
• Ensure all team members within the department are conversant with all equipment and systems in use
• Credit Management: is fully conversant with hotel credit policy and ensures it is strictly adhered to ensuring minimal losses to the company
• Have a comprehensive knowledge of the hotels facilities and any promotions taking place so as to offer information to guests
• Communicates clearly and effectively using established channels to ensure interdepartmental communication is maintained
• Maintains regular checks on all operational areas and to be visible to guest areas
• Is fully aware of emergency procedures and can co-ordinate hotel evacuation in the event of an emergency
• To direct and control the night audit to ensure revenue is maximised and that management information is accurate and available in order that guests accounts are correct, and the account’s function is efficient and effective. Accurate rate checks in place to maximise revenue and scrutinise all credits to the business.
• The achieve full sellout nights minimizing walk-in guests. Maintain accurate walk log.
• Handle any guest issues or complain (including walks) in a professional and hospitable manner ensuring they are resolved or followed through
• Ensure all team members on duty hold the highest standard of personal hygiene, well groomed and with correct uniform.
• All company policies on Cash, Key and all Controls are adhered to and followed consistently.