Vishan Rajanah

As Duty Manager and Night Manager, I oversee hotel operations during day and overnight shifts, ensuring exceptional guest experience, operational efficiency, financial accuracy, and full compliance with Accor standards, policies, and values.

Operations & Guest Experience
Supervise daily and overnight hotel operations, acting as the manager on duty.
Lead by example in delivering high-quality, professional, and personalised guest service in line with Accor’s Heartist philosophy.
Manage guest enquiries, feedback, and complaints efficiently, resolving issues professionally and escalating to the General Manager where required.
Ensure consistent communication of updated policies, rates, procedures, and property information to the Front Office team.
Maintain seamless service delivery through clear and thorough shift handovers.
Team Leadership & Training
Supervise, support, coach, and train Front Office Team Members to ensure compliance with brand standards and procedures.
Assist with performance development of team members.
Foster a positive, inclusive, and motivated workplace culture aligned with Accor values.
Promote open communication and strong collaboration between Front Office and all hotel departments.
Revenue, Finance & Yield Management
Supervise reservations and Front Office operations to maximise yield and occupancy.
Ensure all daily revenue is accurately accounted for and balanced through end-of-day and night audit procedures.
Prepare daily financial summaries and investigate variances in line with Accor financial controls.
Consider financial impact on Accor when making operational decisions and commitments.
Support cost control initiatives, including energy conservation and efficient use of resources.
Management, Compliance & Risk
Ensure compliance with Accor policies, procedures, Privacy Act requirements, and Competition & Consumer Act obligations.
Enforce grooming, conduct, and professional standards across all shifts.
Maintain confidentiality of hotel, guest, and employee information at all times.
Act as an Accor ambassador, promoting Accor services, facilities, and loyalty programs.
Work Health & Safety (WHS)
Demonstrate strong leadership in WHS compliance and proactive risk management.
Participate in WHS training, workplace consultations, and risk assessments.
Ensure safe manual handling practices and correct use of equipment.
Report and document incidents, hazards, and maintenance issues promptly.
Maintain knowledge of fire, emergency, and evacuation procedures.
Promote a safe, clean, and compliant work environment for all team members.
Environmental, Social & Governance (ESG)
Support Accor’s ESG initiatives through responsible operations, sustainability practices, and team awareness.
Contribute to cost control and environmental responsibility through efficient use of energy and resources.
Additional Responsibilities
Participate in scheduled Accor training and professional development programs.
Support inclusion, diversity, and equal employment opportunity initiatives.
Undertake additional projects aligned with Accor’s Talent & Culture strategy.
Perform any other reasonable duties as directed by senior management.
ADDITIONAL SKILLS & QUALIFICATIONS
Property Management Systems (PMS): Opera PMS, Opera Cloud
Reservations Systems: ResaWeb, TARS
Approved Manager Licence
First Aid Certified
Languages: Fluent in English & French
Accor Expertise: Strong knowledge of Accor ALL – Loyalty Program, memberships, benefits, and brand standards

• Interpersonal skills: As the face of the organization, receptionists answer phones and talk to customers and employees in a friendly way. This helps create positive relationships and a good impression about the company they work for.
• Clerical skills: Receptionists perform documentation work, word processing, file and record management, transcription, stenography and other office work. Successful receptionists have excellent organization skills and know how to use office equipment such as printers or shredders.
• Communication skills: A typical workday for a receptionist involves meeting and talking to customers, managers and employees. These professionals use strong written and verbal communication skills including answering calls and responding to letters and emails.
• Customer service: Welcoming customers, understanding their needs and providing good customer service are other essential skills that a receptionist needs to have.
• Computer skills: Most receptionists use computers and other office software such as word processors, customer relationship managers, e-filing systems, and billing applications at their workstations. It's important that they are familiar with both computer hardware and software so they can perform their work effectively.
• Multitasking skills: Receptionists handle multiple things at the same time. At any moment, they might be answering calls, receiving customers and liaising with employees. Being able to multitask in a fast-paced environment is an essential skill to succeed in this role.
• Detail-oriented: A receptionist pays attention to detail while performing individual tasks and avoids distractions. This way, they're able to deliver high-quality work throughout the workday.
• Excellent time management: Setting priorities and meeting deadlines are a key part of the work culture in many organisations. As a reception, you can become a valued member if you deliver on time or expedite your work.
• Continuous learning: Whether it's taking a professional course in their industry or mastering new software or systems, the ability to learn new skills is valuable for a receptionist.
• Responded to messages and emails to the office and transferred correspondence.
• Transmitted information or documents to customers, using computer, mail or facsimile machine.
• Issued work schedules, duty assignments and deadlines for office or administrative staff.
• Trained employees on best practices and protocols while managing teams to maintain optimal productivity.

• Ability to work on all computerized systems and data
• Excel proficiency
• Good communications skills
• Balancing the accounts from day shift
• Maintained current understanding of state and federal accounting procedures to prevent legal or compliance issues.
• Attended mandatory meetings for hotel staff and brought issues to attention of upper management.
• Performed balance procedures for hotel accounts and resolved discrepancies.
• Coordinated with guest services and concierge team to meet guest needs.
• Managing front desk activity and handling guest check-ins and check-outs
• Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
• Handling customer requests and complaints and directing other employees or departments accordingly
• Creating invoices, bills and checks for vendors, employees and contractors
• Managing and updating all official documentation pertaining to the role
• Ensuring that all end-of-day activities have been successfully executed by employees in all departments
• Answering calls and queries related to potential bookings.
• Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
• Audited and balanced cash and credit transactions daily and reset register for next day's operations.
• Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
• Documented wake-up requests and set up automatic calls in system.
• Ran end-of-day computer functions and closed out reports, submitting details to [Finance] for review.
• Completed nightly updates to hotel rates and individual room charges.
• Checked auditing discrepancies by reconciling cash drop and credit card transactions.

• Balancing the accounts from day shift
• Managing front desk activity and handling guest check-ins and check-outs
• Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
• Handling customer requests and complaints and directing other employees or departments accordingly
• Creating invoices, bills and checks for vendors, employees and contractors
• Managing and updating all official documentation pertaining to the role
• Ensuring that all end-of-day activities have been successfully executed by employees in all departments
• Answering calls and queries related to potential bookings.

• Ability to work on all computerized systems and data
• Excel proficiency
• Computer skills
• Good communication skills
• Good skills to liaise with suppliers
• Maintain good quality skills in reviewing products