Night Team Member - Multi Skilled

Novotel & ibis Balikpapan; England; On-site; GBP 17,000 - 21,000; Full time

Benefits offered by this job

Discounted hotel stays

Free Breaks Voucher

Friends & Family Rates

Paid holidays (pro rata)

Eye Test Vouchers

Learning programs

Cycle to work

Staff health benefits

Pension scheme

Job summary

Novotel & ibis Balikpapan in England is seeking a Nights All Round team member to welcome guests and manage night operations. The role covers check-in/check-out, safety, and service across the night shift from 9 PM to 7 AM, four days on and four days off.

The successful candidate will provide friendly, professional service, maintain accuracy of guest accounts, and promote hotel facilities to boost guest satisfaction and revenues.

Qualifications

• Previous experience in a customer-facing role is advantageous.
• Experience in Food & Beverage is beneficial.
• Strong English communication, both written and verbal.

Responsibilities

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests and strive for total customer satisfaction.
• Interact positively and productively with customers and colleagues.
• Handle check-in/check-out duties and account accuracy with care and speed.
• Maintain security procedures for credit transactions, keys and guest confidentiality.
• Operate switchboard and direct calls to relevant departments.
• Document and distribute internal and guest messages per hotel procedures.
• Promote hotel facilities to maximise sales and opportunities.
• Assist in reservations screening and uphold up-to-date information.
• Support setup for conferences and breakfast service.
• Collaborate with Conference and Front Office teams to exceed guest expectations.

Skills

Customer service

English communication

Interpersonal skills

Teamwork

Learning software

Decision making

Tools

Hospitality software

Job description

Job Description

Job Description

Shift pattern: 9 PM - 7 AM - 4 days on / 4 days off

The Nights All round team member welcomes all guests and takes care of them from arrival through to departure.

They contribute to guest satisfaction by providing high quality services with a warm and friendly approach.

They ensure a smooth and secure environment to all the guests during the night.

The main duties and responsibilities are as follows:

Provide efficient, friendly and professional service to all guests.

Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.

Take initiative to ensure that interactions with our customers (internal or external) are positive and productive

Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.

Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.

Maintain strict security procedures with credit transactions, accounting procedures, issue of room keys and guest confidentiality/privacy

Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.

Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.

Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.

Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.

Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.

Attend to other duties as requested by Management and Supervisors

Taking food and drink orders from customers and preparing drinks

Bar Restocking

Doing room service

Assisting on the closure of the bar and paperwork procedures required

Setting up of the conference rooms and prepare the breakout areas for the events.

Setting up for breakfast service.

Working closely with Conference and Front Office Departments to exceed our Guests' expectations.

Work Experience:

Previous experience in customer facing role is an advantage

Previous experience in Food & Beverage

Ability to take decisions and think on your feet

Strong written and verbal communication skills in English

Excellent interpersonal skills and positive attitude

Ability to work well as a team

Computer literate and ability to learn new software

Additional Information

Benefits:

• Employee benefit card offering discounted rates at Accor worldwide up to 70% off
• Free Bonus Breaks Voucher (complimentary stays in UK)
• Friends & Family Rates
• 28 days of paid holidays per year (pro rata)
• Eye Test Vouchers
• Learning programs through our Academies
• Cycle to work scheme
• Employee Vivup program with direct access to GP, high street discounts and many more
• Discounted or free food
• Work based Pension