Oliver Hospitality ’s Post

Guest complaints can be a pain to deal with, but try changing your perspective for a moment. The next time you encounter a complaining guest, look at them as an "unpaid auditor" who is giving you valuable information about what you can improve on in your property. Consider it a gift of the opportunity to learn and grow as a team and as a company! 🎁 #Hospitality #HotelIndustry #Malta #CustomerService #ComplaintHandling

Unique skills and responsibilities for a Hotel Night Auditor. Working as a night auditor in a hotel requires a unique set of skills and responsibilities.       First and foremost, night auditors are responsible for managing the hotel's overnight operations, ensuring smooth transitions between days, and maintaining guest satisfaction during non-traditional hours. They must have strong organizational skills to accurately reconcile financial transactions, handle guest check-ins and check-outs, and prepare reports for management.       Attention to detail is critical as night auditors often balance accounts and verify the accuracy of billing and room charges. Excellent communication skills are also essential as they interact with guests arriving late or leaving early, addressing any concerns or queries they may have. Additionally, problem-solving skills are critical to resolving unexpected issues that may arise during the night shift, from technical glitches to guest complaints.       Overall, a successful Night Auditor must be reliable, adaptable, and able to work independently while upholding the hotel's standards and ensuring a seamless guest experience despite non-traditional working hours.         The night auditor compiles the data. Every transaction of the day, room revenue, room service, and restaurant(s) are all compiled into a database.         In some cases, the restaurant has its point of sale (POS) software, and apart from charging the food to the room, the rest of it must be manually added to the property management software (PMS). Once it's all compiled into the PMS, they can have spreadsheets filled out to detail the day's transactions, occupancy rates, and any other information they need. Spreadsheet and email sent to all department heads at end of shift.        In my experience, the 'audit package' (all the paperwork compiled during the shift) is then sent to the accountant, who will spend several hours going through the auditor's data as a secondary check for errors. #nightauditor #hotels #finance #accounting

What should a bellman do if a guest is injured If a guest is injured, a bellman should immediately notify the hotel management or front desk staff, and if necessary, call for medical assistance. , it's important to maintain professionalism and discretion, so avoid posting specific details about the incident or the guest's identity. You could share general insights about the importance of guest safety and the role of hospitality staff in handling emergencies.

Do you have a night auditor who goes above and beyond to ensure your hotel runs smoothly overnight and to prepare the morning team? Consider nominating them for 2024 Night Auditor of the Year! Here are 5 reasons to celebrate night auditors on #nightauditorappreciationday

After nearly three years, here is what working as night auditor at the gibson hotel taught me:   ● Look after your people at work – team-building is an ongoing relationship.   ● Exercise your resilience – customer service can be challenging sometimes.   ● End-of-day accounting tasks requires a rested and sharp mind, attentive to mistakes and details.   ● Nights team are like guardians of residents, sleepers, and the property itself – health and safety should be number one priority.   ● Auditing, reconcile and balance daily financial activities sounds very accounting but is no rocket science. ● Overnight front desk duties by addressing customer requests, processing late night check ins and check outs has a different dynamic if compared to day time hours.   ● Express your individuality and have fun! – hotel nights are like boxes full of surprises, you never know what to expect, so be prepared!   ● Multi-tasking roles can be overwhelming for both mind and body – remember to slow down, take a break, and manage work-life balance well. If you consider to follow a career in the hotel industry, having no experience in the field at all, you could start as a Night Porter and eventually progress to Night Auditor, and in case you aim for managerial roles, Night Manager is the last stage for night shift.

How many of us can relay...? @chloehudson1453 • преди 18 часа I have started at a big hotel chain, they have not provided any training and just put me straight on the floor. I was down about this as I like to be prepared. I asked other members of staff and none of them have received any training. They teach me the wrong things. It is soooooo stressful. 😭 @TheWaitersAcademy • преди 3 часа The fact that you are here right now, watching this video, trying to learn and improve says a lot about you. People like you succeed not only in this job but in life in general. It is stressful and unfair but this is exactly what companies do 90% of the time. It is all about the money... I will share your comment on our other social media platforms to see how many other new Waiters have gone through this. Just learn as much as you can as fast as you can. Understand that this is the very beginning and you are at huge disadvantage but if you push through, you will improve and everything will start changing quickly. Best of luck. https://lnkd.in/eeqPnCi #waiter#restaurants#FineDiningExperience #waitress#waiterservice#waiters#hotel

How does the best hotel General manager communicate? As each time you come on duty, you are stepping on stage. so you have to be a real COMMUNICATOR If you find it valuable, Repost it - IMPACT !! Set the stage. Now focus on the experience. How will you conduct yourself with your staff, and how do you expect your staff to treat the guests? Describe the performance everyone is expected to give. We do this through a set of service expectations: 1. Anyone who receives a guest request owns it. Accommodate all special needs in a positive and timely fashion, and follow up with the guest. 2. Anyone who receives a guest problem owns it. Show genuine concern, apologize graciously, resolve the issue, and follow up with the guest. 3. Acknowledge every guest within 10 feet with eye contact, good posture, and a smile. Provide a positive and friendly greeting within 5 feet. Always be the first person to speak. 4. Ensure that guests are escorted to their destination. 5. Always acknowledge guest needs first by opening doors, offering the right of way, and ceasing personal conversations when a guest approaches. 6. Seek to identify the guest’s name and use it at every opportunity, whether in person or on the phone. 7. Answer phones within three rings, saying “[Department name], this is [employee name].” Ask permission before putting the caller on hold and announce transfer calls. Always offer voicemail as an option. 8. Ensure that uniforms and personal appearance are immaculate. Name tags are part of the uniform. 9. Take responsibility for order and cleanliness of the facility. Pick up litter, reposition furniture, and prevent damage. 10. Always use appropriate professional language. Avoid using slang and hotel jargon. PS: Remember, the team needs direction, and they need it daily; you set the tone, and they create the atmosphere you want by following your example. Don’t underestimate the value of each team member watching your actions. Treat others as you want to be treated!

What tools do you use as a hotel leader? 😀 ✨ My most utilized software is Quore. I use Quore to manage all day-to-day operations of my hotel. Between creating budgets, checkbooks, housekeeping room boards, checklists, work orders...I mean, you name it, and it's possible through Quore. 🏨 For example, through Quore, I can view the performance of my housekeeping team and inspectors. It shows how much time it takes to clean a room and how much time was used to inspect it. This allows me to use data if used accurately for performance tracking purposes. Do you have a software similar to this? Share your tools! #sharingiscaring #operations #hotelmanagement 😎

How important is your hotel loyalty status to you? And Ops friends, do you want to know when something similar to the following happens? We are Hilton Diamond & Marriott Gold and will remain at those levels next year. Last night, my husband checked in to a DoubleTree where there were *gasp* no cookies, his Diamond status was not recognized and so on. Typically when this happens we ask the desk agent to verify that our status level is reflected on the reservation in hopes their training will kick in and usually this works to proceed with the acknowledgement, check in gift, etc. When it’s clear that the desk agent hasn’t been trained on status recognition or has simply forgotten that training, I always question whether we should leave a negative review or contact the manager, knowing that some people will get irate if their status is not recognized. To date we have only had one experience that warranted speaking with a manager (DoubleTree, Billings, MT in May 2023 - memorable experience of which I will not go in to public details). We do not leave negative reviews, but will leave positive reviews. Do my owner/operator contacts want to know when desk agents need training? Or is raising that red flag regarding status recognition a petty waste of time?

If you're a hotel owner who is sick and tired of: ❌ Not getting your financials on time. ❌ Not being able to keep your accounting team. ❌ Not knowing how to train them or hold them accountable once you finally find them. We can help you! You just need a team of trusted hotel financial experts who can: ✅ Send you accurate monthly financial statements that follow hotel industry standards. ✅ Communicate the numbers in a way both you and your ops team understands. ✅ Has processes and cross training so that you never have a lapse in service and can scale with ease. DM me and let's jump on a call to make a plan for your specific hotels! You deserve to focus on the parts you love. It's not as far off as you think! ✨