Hotel Night Auditor/ Front Desk Agent - Part time

Hotel Front Desk & Night Auditor Job Description

JOB TITLE/POSITION: Guest Service Attendant

REPORTS TO: Front Office Manager/ General Manager

JOB OVERVIEW: Greet and register guest, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Best Western brand of high standards of quality. The Guest Service Agent is also responsible for maximizing room revenues in line with the Best Western Hotel standards, providing efficient and courteous front desk service.

Checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial records. Tracks room revenue, occupancy percentages, and other front office operating statistics.

Prepares a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day. Posts room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier.

Processes guest charge vouchers and credit card vouchers. Verifies all account postings and balances made during the day by front desk cashier and agents. Monitors the current status of coupon, Discount, and other promotional programs.

Is able to function as a front desk agent especially in terms of check-in and check-out procedures. Run "end of day" process / Night audit process on the Property management software.

ESSENTIAL JOB FUNCTIONS:

1. Greet customers immediately with a friendly and a sincere welcome. Use a positive and clear speaking voice, listen to and understand request, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
2. Promptly answer the telephone using positive and clear communication. Input messages into computer. Retrieve mail, small packages and facsimiles for guest.
3. Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
4. Understand and knows how to perform check-in and check-out procedures.
5. Complete the registration process by inputting and retrieving information from our Visual
Matrix system, confirming pertinent information including number of guests and room rate.
Promote brand marketing programs. Make appropriate selection of rooms based on guest needs. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys for the guest.
6. Verify and imprint credit card for authorization using electronic acceptance methods. Handle cash, make change and balance cash draw for your assigned shift. To accept and record vouchers, travelers checks, and other forms of payment. Post charges to guest rooms and house accounts using Visual Matrix system.
7. Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
8. Posts room charges and taxes to guest accounts.
9. Processes guest charges voucher and credit card vouchers.
10. Posts guest charge purchase transactions not posted by the front office cashier.
11. Transfer charges and deposits to master accounts.
12. Verifies all account postings and balances.
13. Monitors the current status of coupon, discount, and other promotional programs.
14. Tracks room revenues, occupancy percentages, and other front office statistics.
15. Prepares a summary of cash, check, and credit card activities.
16. Summarizes results of operations for management.
17. Prepare of End of day procedure.
18. Run end of day process in property management software (PMS).
19. Understand principles of auditing, balancing, and closing out accounts.
20. Knows how to operate PMS, typewriters, and other front office equipment’s.
21. Comply with attendance rules and be available to work on a regular basis.
22. Perform any other job related duties as assigned.

REQUIRED SKILLS AND ABILITIES: Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and a manner at all times. Can communicate well with guest. Must be willing to “pitch in” and help co-workers with their job duties and be a team player. Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Ability to stand and move throughout front office and continuously perform essential job functions. Ability to access and accurately input information using a moderately complex computer system. Ability to observe and detect signs of any emergency situations. Ability to establish and maintain effective working relationships with associates, customers and patrons.
Frequently lifts, carries, or otherwise moves and positions objects weighing up to 25lbs when stocking supply room or setting up equipment. Typically bends, stoops and crouches on a regular basis.
Constantly moves about to coordinate work. Regularly sets up, adjust, assembles, controls, test and operates computer equipment to generate input and output and transmit data.

PERFORMANCE STANDARDS:

Customer Satisfaction:

Our customers are what we are all about. One of the keys to a positive guest experience is positive interaction with the Best Western staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Best Western associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure on how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Best Western. Every Best Western associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

PREREQUISITES:

Education: High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience: Minimum one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.

Job Type: Full-time

Pay: $14.00 - $16.00 per hour

Expected hours: 16 – 24 per week

Benefits:

• Employee discount
• Flexible schedule
• Free parking
• Professional development assistance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Night shift
• Overtime
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Night audit: 1 year (Required)
• Hotel Front Desk: 1 year (Required)

License/Certification:

• Driver's License (Preferred)

Work Location: In person

Salary : $14 - $16