Front Desk Agent/Night Auditor

Department: Front Office

Typically Reports To: Front Office Manager

Job purpose

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 attend to the travel-weary guest, meeting or exceeding our standards for exceptional service.

Duties and responsibilities

• Welcome guests in a friendly, prompt and professional manner recognizing Rewards Club Members and also new and returning guests.
• Check guests in, issue room keys, provide information on hotel services and amenities, and information on surrounding area and events.
• Ensure required identification and payment information is taken from guests at check-in.
• 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, and/or concerns
• Receive and ensure delivery of all guest mail, packages, and deliveries
• Record guest preferences in the system
• Accurately process all cash and credit card transactions using established procedures
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
• Take action to solve guest problems or complaints using appropriate service recovery guidelines
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incidents, security breaches, concerns or suspicious behavior to the supervisor, manager on duty, or security
• Communicate status of all rooms to department heads via daily log book
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
• Assist in balancing and preparation of all reports relevant to daily revenue
• Perform other duties as assigned including concierge services, special guest requests, etc.
• Any other duties assigned by supervisor or manager

Qualifications and requirements

• High School diploma or equivalent
• One year front desk/guest service experiences strongly preferred
• Proficiency in Opera/Fidelio is preferred but not essential
• Must speak fluent local language
• Additional language skills a plus but not required

This job requires ability to perform the following:

• Frequent standing, particularly for sustained periods of time at the front desk
• Must be able to bend, squat, stand, sit and occasionally lift 20-25 pounds.
• Handling objects, products, guest luggage and computer equipment
• Basic computer skills to operate various property management and reservations systems (Opera), etc.

Other:

• Uniform will be provided and must be worn during your scheduled shift
• Being passionate about people and service
• Strong communication skills essential when interacting with guests and employees
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem solving, reasoning, motivating and training abilities are often used
• Must have the ability to work a flexible schedule including nights, weekends and/or holidays

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Job Types: Full-time, Part-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• OPERA: 1 year (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person

Salary : $17