Receptionist/ Night Audit

As the night manager (Night Manager), you ensure the management of the hotel during the night: you guarantee the continuity of operations as well as the reliability of financial data. You combine excellent customer service, a commitment to safety, and exemplary accounting rigor, thereby ensuring a smooth transition between teams while scrupulously respecting the standards of Marriott International and AC Hotels.

NIGHT RECEPTIONIST
JOB DESCRIPTION

1. RESERVATION MANAGEMENT

• System mastery: Basic knowledge of all systems related to reservations (such as Opera, Empower, and Marsha).
• Reservations: Handling and processing reservation requests via all channels (telephone, e-mail, etc.), entering reservations, and managing associated correspondence. Preparation of next-day arrivals, checking and updating files (routing, no-shows, payment methods).
• Reports: Execution of the complete night audit procedure. Preparation and distribution of daily reports.
• Control: Responsibility for the control of reservations and accurate processing of requests and files.
• Rates and payment methods: Knowledge of the main rates and payment methods as well as their correct application. Verification and balancing of all daily transactions. Guaranteeing the accuracy of guest accounts (folios) and the correct posting of charges.
• Group requests: Appropriate transmission of group reservations to the relevant departments.
• Lobby: Ensuring the cleanliness of the premises.

1. PRE-ARRIVAL / CHECK-IN / CHECK-OUT

• Before arrival: Prepare guest arrivals while respecting Marriott standards and the individual preferences of each guest.
• Check-ins: Ensure the correct processing of arrivals for individual guests, groups, and mobile check-ins, in accordance with hotel standards.
• Check-outs: Guarantee a smooth departure process (individual guests, groups, and mobile check-outs).
• Checklists: Correctly execute daily checklists (e.g., for morning and evening teams) to ensure that tasks are completed efficiently and according to hotel standards.

1. COORDINATION WITH CUSTOMERS AND DEPARTMENTS

• Liaison role: Ensure liaison between the different departments, including Housekeeping, maintenance, and Guest Services.
• Handover: Ensure a smooth transition between teams and continuous communication within the reception team.
• Concierge services: Basic knowledge of concierge services and their implementation.
• Complaint management: Handle complaints in accordance with Marriott standards and specific hotel procedures.

1. SECURITY

• Security: Basic knowledge of hotel security measures, including emergency plans and fire safety protocols.
• Key distribution and security procedures: Respect security policies regarding key distribution and specific requests (e.g., baby cribs).
• Technical malfunctions: Knowing how to manage common technical problems (e.g., faulty locks, hotel systems like Opera, terminals).
• PCI compliance: Guarantee compliance with PCI standards when processing payments and handling sensitive customer data.

1. ADDITIONAL TASKS (non-exhaustive list)

• Marriott Standards: All tasks must be performed in accordance with Marriott standards.
• Marriott Training: Participate in training provided as part of Marriott training programs.
• Integration and responsibility within the team: Demonstrate interpersonal skills that promote a positive team atmosphere and take responsibility for completing personal training lists according to Marriott and hotel standards.
• Room equipment and maintenance tasks: Correctly manage room equipment (e.g., extra beds, baby cribs) and know the tasks to be performed in the absence of the housekeeping service.)