Mission: The Night Supervisor will supervise and coordinate the Night shift activities at the Front Desk of Hotel Ben Marsalforn Affiliated by Melia Casa Azure Melia Collection and Palazzo Giuseppe Melia Collection and act as a liaison between guests and Management in order to provide efficient, prompt, courteous, trouble-free and proactive service to customers; hence maximise rooms revenue and guest satisfaction.
What Will I be doing?
- Greet and welcome guests in a friendly, prompt, and professional manner in accordance with Hotels’ standards.
- Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests
- Check-in and check-out process following brand standards
- Issue room keys and provide information on Hotel services and room location
- Manage online and phone reservations when required while on duty
- Answer incoming calls and place outgoing direct calls and direct them if required to guests rooms and internal departments
- Ensure that SOPs and daily checklists are being followed and implemented.
- Ensure the desk is covered at all times.
- Have full awareness of the current daily status of the Hotel.
- Ensure smooth handover to the next shift.
- Process all payments according to established procedures.
- Up-sell rooms when possible, to maximize hotel revenue
- Complete any required reporting (financial and non-financial)
- Handle late-night inquiries, and special requests.
- Make appropriate service recovery gestures in order to ensure total guest satisfaction.
- Collaborate on and follow company policies, practices and procedures in order to maintain internal controls
- Perform other duties as assigned.
What are we looking for?
- Candidate must be available to work various shifts including mornings, evenings, nights, weekends and/or holidays.
- Must be fluent in English; other languages are preferred.
- 2-3 years of experience in a fast environment in the same or similar position in a hotel/resort.
- Passionate for Hospitality and with a strong attitude to interpersonal relationships
- Knowledge of Opera Cloud is an asset
