What are the responsibilities and job description for the Front Desk Agent/Night Auditor position at Equinox Hospitality?
CROWNE PLAZA ARLINGTON HOTEL
Part-time Front Desk Agent/Night Auditor
Duties and Responsibilites
The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Front Desk Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.
- Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests
- Check guests in, issue room keys, provide information on hotel services and room location
- Ensure required identification is taken from guests at check-in in line with local legislative requirements
- Answer phones in a prompt and courteous manner
- Up-sell rooms where possible to maximize hotel revenue
- Answer, record and process all guest calls, messages, requests, questions or concerns
- Record guest preferences in the system
- Check guests out, including resolving any late or disputed charges
- Accurately process all cash and credit card transactions using established procedures
- Issue, control and release guest safe-deposit boxes in line with hotel procedures
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
- Take action to solve guest problems/complaints using appropriate service recovery guidelines
- Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.
Night Auditor
Duties and Responsibilities
The Night Auditor works at the front desk of a hotel during the night, and they must ensure that the quality and integrity of the establishment are maintained just as diligently as they are during the day. Some of their typical duties include:
- Balancing the accounts from day shift
- Managing front desk activity and handling guest check-ins and checkouts
- 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 booking
Qualifications
- 2 years experience in a hotel
- Strong customer service skills with the ability to handle difficult situations professionally
- Knowledge of safety and security procedures
- Excellent communication skills, both verbal and written
- Multilingual abilities are a plus
- Strong knowledge of front desk operations, including check-in/check-out procedures and reservations management
- Proficient in using hotel management software and computer systems. Opera a plus
- Ability to perform computer-based tasks such as data entry, accounting, word processing, invoicing and billing
- Advanced math and bookkeeping skills
- Time management and multitasking skills
- Ability to handle cash transactions accurately and responsibly
- Detail-oriented with strong organizational skills
- Abiltiy to stand long periods of time
Schedule: Rotating shifts including evenings, overnight, weekends and holidays.
Work Location: In person
FLSA status: Non-exempt.
