Overview
Job Title: Night Crew Member
Department: room2 Operations
Reporting To: Assistant General Manager
Looking for that next step on your journey into Front Office Hotel Management? We seek a hotel front office enthusiast dedicated to providing exceptional hospitality. A passion for service and a positive attitude are essential for delivering outstanding guest experiences.
Purpose of the role
Our Night Crew Members are a family of real people with real personalities. Approaching strangers as friends, sharing the highs and lows of our guests’ days, and delighting in welcoming guests back time and time again.
The Night Crew Member greets guests with a smile and ensures their rooms are ready for arrival. Responsibilities include checking guests in and out, taking hotel and Winnie’s restaurant reservations, performing basic administrative duties, and maintaining public areas. The role also involves occasionally assisting the restaurant and reservations teams to deliver great guest experiences.
We are open 7 days a week, 365 days a year, and need people to work a range of shifts and days; flexibility is essential.
We are dedicated to the professional development of our team and offer comprehensive training that enables you to elevate guest experiences from good to great. The role provides internal career pathway opportunities into Front Office management within our hometel portfolio.
Key Responsibilities
- People: Be able and ready to assist guests with any enquiries they may have, including welcoming guests as soon as they arrive with due care and attention.
- Assist guests with checking into their rooms and ensure they are happy.
- Deliver the best customer service experience for locals and guests, encouraging them to return.
- Make your service smooth, confident and tailored to every individual that walks in the door.
- Have a can-do attitude, understanding all brand standards and reading your guest’s needs.
- Be open to change and see it as a positive. Thrive on positive feedback from guests and strive to make every experience in the front-of-house areas amazing.
- Love self-development, coaching and supporting new staff. You can have fun on shift but know what needs to be done to deliver the brand promise.
- Handle guest feedback and complaints effectively, turning issues into positive experiences.
- Promote a positive, inclusive, and engaging work environment.
- In the event of an accident, provide immediate assistance and report to management.
- Support brand promotions, events, and collaborations to increase visibility and customer loyalty.
- Develop and execute initiatives to drive footfall and engagement.
- Foster relationships with local suppliers and the community.
Places
- Have a keen interest in the local community and ways to help enhance the local area.
- Implement and maintain standard operating procedures (SOPs) to ensure efficiency and consistency.
- Have a good understanding of the local area and promote local attractions.
- Always keep an eye out for new business opportunities.
Planet
- Put the planet at the forefront of all daily thinking.
- Help with the continued effort to deliver zero waste.
- Follow all company policies on recycling.
- Attend and contribute to our Team Planet events.
Direct Reports
Skills And Qualities Required
- Enthusiastic About Room2’s Brand & Vision – Aligns with Winnie’s and Room2’s values of sustainability, comfort, and community.
- Brand & Marketing Awareness - Understanding of brand identity and ability to maintain consistency in guest experience.
- Passionate About Food, Beverage & Sustainability – A genuine love for F&B and a commitment to sustainable practices.
- Customer Service Excellence - Strong people skills to build rapport with guests and create a welcoming atmosphere. Ability to handle guest complaints and feedback professionally, ensuring customer satisfaction.
This job description should be taken as a general guide and Lamington Group reserves the right to update and amend it in keeping with operational requirements, which may change from time to time.
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