Night Auditor in Northampton

Our mission at Ibis Northampton Centre is to create memorable moments for our guests, by connecting hearts from arrival to farewell. Make the link with the different departments of the hotel to ensure a wonderful guest experience. Are a passionate individual, dedicated to continuously improving the quality of the hotel's services.

As our next Night Auditor, you will:

• Be the ‘face of Ibis Northampton Centre’, extending a warm welcome to our guests, putting their well-being at the heart of everything you do, while adding your personal touch to their stay.

A little more information:

• To help you navigate your role, and support your success you will be trained in all front of house related functions and the safety of the property and people.

Main responsibilities:

• Ensure all guests are attended to promptly and efficiently in the most professional way without delay.
• Check that details of regular guests are updated using Guest History.
• Ensure all diary events, flags and specials are actioned.
• Check and pass on all guest mail, messages and parcels promptly.
• Liaise closely with Housekeeping on information relating to rooms and lost property.
• Be fully aware of daily worksheet and ensure this form is used.
• Ensure all account postings are accurate and necessary paperwork produced.
• Ensure an accurate cashiering balance is performed at the completion of shifts.
• Ensure security procedures are maintained according to policy.
• Complete Express Check out envelopes.
• Ensure security boxes are maintained and run within security procedures.
• Report any safety hazards in the area.
• Handle all complaints promptly and efficiently.
• Attend and participate in meetings and training sessions provided.
• Ensure the correct welcome is given to all callers and guests.
• Complete all audit tasks as specified by the Night Auditors checklist.
• Answer all incoming calls as promptly as possible.
• Ensure reports are distributed.
• Handle all payments with related paperwork.
• Assist every staff member with his/her inquiry and seek assistance if the answer is not known.
• Process wake-up calls.
• Ensure necessary handover of information is passed on to the oncoming shift.
• Report any failures or inconsistencies noticed during shift to the Line Manager/Supervisor.
• Demonstrate competency in all duties as required for the position.
• Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures.
• Perform any other duties within the employee’s range of competence as required by management.
• Ensure the safety and security of the property and the smooth and efficient running of the Hotel's overnight operation.
• Perform night security rounds.

Talent & Culture Responsibilities:

• Assist the Management Team in establishing ongoing On Job Training Programs within the department to meet Brand and Service Standards.
• Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines.
• Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Health & Safety:

• Notify your Manager of any reason you may not be capable of performing your tasks safely.
• Participate in workplace consultation on matters pertaining to Workplace Health and Safety.
• Comply with safe work practices by following Accor Health, Safety and Environment policies.
• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
• Attend and actively participate in all H&S training required of you by the Hotel.
• Report any health or safety hazards, incidents and injuries to your Manager/Supervisor as soon as possible.
• Ensure that the appropriate documentation is completed correctly, such as the Injury/Incident Form.
• Work cohesively in conjunction with the hotel’s rehabilitation program, as required.
• Maintain standards of hygiene for food handling and presentation as prescribed by council/legislative regulations.
• Be fully conversant with departmental fire and evacuation procedures.
• Be responsible for the security of people and property in the area under your remit.
• Ensure the Night Security policy is implemented, that the property is secure and that the hotel walk happens consistently and any issues reported.
• Check the security of the guests and their properties, making regular security rounds of the hotel.

Food & Beverage:

• Ensure that orders are taken correctly.
• Food is prepared safely.
• Food is served within 30 minutes.
• Kitchen is left tidy.
• Breakfast buffet is prepared and displayed on time.

Systems & Procedures:

• Log and inform your Manager of any system problems.
• Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual.
• Complete all duties, and ensure a concise hand over.

Customer Relations:

• 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 are positive and productive.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by actively selling facilities available within the Hotel.
• Implement the Accor values and customer vision to ‘Offer the Best Service to Our Customers’.

Other:

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.
• Participate in scheduled training and development programs provided by the Hotel.
• Abide by Accor policy on EEO and Harassment in the workplace.
• Ensure wherever possible that employees are provided with a workplace free of discrimination, harassment and victimisation.
• Follow property procedures with respect to grooming, performance and conduct standards.
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
• Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.

Hygiene / Personal safety / Environment:

• Ensure that the workplace remains clean and tidy.
• Know and ensure application of the hotel's security regulations.
• Ensure the safety of people and property in the hotel.
• Respect the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc).
• Comply with Liquor licensing requirements.

Benefits:

• Work with multinational colleagues.
• Be part of a global community of hospitality industry.
• Opportunity to develop your career.
• A Bienvenue Card - offering a special staff rate at our hotels.
• Free night stays in our UK hotels and discounts in any Accor Restaurant (T&C Applies).
• Discounted hotel rates all over the world in Accor Hotels brands.
• Great work environment and colleagues.
• Personal development programs.
• Complimentary meals on duty and uniforms.
• Pension scheme.
• 28 days holidays including bank holidays (increasing yearly).
• Apprenticeship scheme.
• Continuously learn and develop yourself with our Accor Academy.
• Support your wellbeing in your professional and personal lives.
• Grow your experience anywhere.
• Explore limitless opportunities across 5000 hotels in over 100 countries.
• Participate actively in initiatives to build a more inclusive and sustainable world.
• And many more benefits and perks.

Our objective is simple: make you grow and give you the spark to unleash your personality.