Front Desk Agent/ Night Auditor

Description

JOB SUMMARY:

Guest Service Agent/ The Night Auditor is responsible for providing attentive, courteous service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. They are responsible for completing the audit process as detailed in the checklist. They will also audit all the daily activity and report to management and discrepancies. They are also responsible for all reservation and inquiry calls during their shift. He/she is expected to actively develop excellent service skills in dealing with clients, guests, and co-workers.

Physical Requirements:

•             Long hours sometimes required.

•             Light work- Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

•             Ability to stand during entire shift.

•             Must be able to work nights and early mornings.

Mental Requirements:         

•             Must work well in stressful, high pressure situations.

•             Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by clients, guests and co-workers.

•             Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

•             Must maintain composure and objectivity under pressure.

•             Must be able to convey information and ideas clearly.

•             Must be able to evaluate and select among alternative courses of action quickly and accurately.

General Responsibility

•             Comply at all times with standards and regulations to encourage safe and efficient hotel operations.

•             Participate in all employee meeting, events and other functions required by management.

•             Be familiar with all policies and hotel rules, as well as hotel terminology.

•             Develop full understanding of hotel amenities and services.

•             Understand emergency procedures and be prepared to help when necessary.

•             Ensure personal correct and accurate cash handling while at the front desk.

•             Distribute or tabulate any work as outlined by management.

•             Perform any other duties as requested by management.

Qualifications

QUALIFICATION STANDARDS

Education & Experience:

•             High School diploma or equivalent.

•             Excellent organization and time management skills.

•             Ability to communicate clearly and effectively with customers, co-workers and managers.

•             Knowledge of Microsoft Office, Internet and Property Management Systems

•             Ability to work a flexible schedule, including weekends and holidays.