Shift Leader - Evening & Nights

Job description

Key tasks

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Join our team, we are looking for a great personality with a can do profile!

Overview of duties
'• Provides a warm and personal welcome for all guests who arrive at night
• Contributes to guest satisfaction by providing a high standard of service in line with norms and procedures
• Is responsible for the hotel once the daytime managers are off duty
• Helps the department meet its targets
• Helps increase hotel revenue through his/her sales efforts
• Adopts appropriate ibis Styles service-oriented behaviours and attitudes, focussing on the brand's values: Modernity, Simplicity, Well-being'

Main responsibilities:
Customer relations
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks
• Conveys the image of the hotel
Professional techniques / Production
'• Handles the arrival and departure processes for guests, ensuring they take as little time as possible
• Informs guests about any conditions or formalities during the stay, and hotel services; knows all about ibis Styles' special features and promotes the brand and hotel's offer according to the type of clientele: the all-inclusive offer, the family offer, the social area, breakfasts etc
• Handles phone calls and manages the reservation schedule according to brand guidelines: answers quickly and directly with a simple greeting, gives his/her first name during the reservation, uses the customer's name, highlights at least 3 of the brand's features, repeats the key information and ends the call with a friendly phrase. • Modifies the welcome he/she provides and takes initiatives: may leave the reception itself to talk directly with guests, can offer guests the option of checking out at a time other than on departure
• Follows up any customer requests (wake-up calls, taxi, breakfast room service etc)
• Writes a report on activities and incidents that occur during the night

ibis Styles and its people

Simplicity
Working procedures are simple and thorough.
The uniform is relaxed and comfortable.

Quality
Extended multi-skill training designed to create all-round.

Sociability and accessibility
Hotels on the human scale: every manager is accessible to staff and leads his or her team as a family.
The customers are accessible, the contacts are numerous and pleasant.

Desired profile

Skills

Level of Education Others
Areas of study Hospitality
Professional experiences 1 to 2 years
Languages essential English