Night Shift Supervisor - Arabic Speaker in Front Office Department

· Conduct a thorough night audit, including balancing daily transactions, verifying room rates and taxes, and reconciling accounts receivable.

· Prepare and analyse daily reports, such as room revenue, occupancy rates, and other key performance indicators.

· Identify and resolve any discrepancies or errors in the system.

· Identify and resolve any discrepancies or errors in the system.

· Ensure timely and accurate posting of all transactions.

· Assist guests with check-in, check-out, and other inquiries during the late-night shift.

· Handle guest complaints and resolve issues promptly and professionally.

· Provide exceptional customer service to ensure guest satisfaction.

· Supervise and coordinate the work of the night audit team, ensuring efficient operations.

· Train and develop team members on night audit procedures and guest service standards.

· Maintain a secure and safe environment for guests and staff during the night shift.

· Handle VIP guests as required.

· Handle group bookings as required.

· Assist guests with SBEC membership details, queries and enrolment as required.

· Be the first line of defence to handle guest queries and resolve issues in a timely and professional manner.

· Monitor guest feedback and make recommendations for improvements or new products or services to meet guest needs.

· Ensure all department level billing, cashiering and cash float procedures are strictly adhered to.

· Be available to address issues with regard to charge disputes and discrepancies when required.

· PABX supervision duties:

o Review hotel arrivals, departures and in-house reports to ensure all Telephone Operators are aware of VIP guests, group bookings, privacy messages, aliases and other reservations requiring special attention.

o Update the emergency contact list each shift to ensure all Manager on Duty extensions are accurate and in working order.

o Ensure all phone calls are picked up within 3 rings.

o Ensure all phone calls are efficiently and properly transferred to their appropriate destinations according to established standards and procedures.

o Ensure all guest requests are properly logged and communicated according to established standards and procedures.

o Ensure all wake-up call requests are logged and carried out according to established standards and procedures.

o Ensure all systems are in place for handling emergency situations. T

o Troubleshoot telephone problems where appropriate.

· Ensure all Business Centre activity is accurately managed.

· Conduct routine inventory taking to ensure stock levels for operating equipment and other items are up to par for your department.

· Be actively involved in the training and induction for new Employees in your department.

· Deliver training programmes as required and coordinate training tasks with the HR department and trainers.

· Coach Line Employees in service standards to ensure operating procedures are adhered to.

· Communicate potential issues with regard to Employee misconduct and potential disciplinary action to your Manager.

· In the absence of your Manager, coordinate department briefings and provide ongoing communication to Line Employees regarding new policies, programmes and procedures.

· Maintain a complete understanding of the Employee Handbook and adhere to regulations contained therein.

Work Location: In person