Front Desk Agent/Night Auditor

JOB TITLE FRONT DESK REPRESENTATIVE or GUEST SERVICE REPRESENTATIVE

DEPT FRONT DESK

REPORTS TO FRONT DESK SUPERVISOR, AGM AND GENERAL MANAGER

FLSA STATUS NON EXEMPT - HOURLY

POSITION SUMMARY:

This position is responsible for operating the hotel’s front desk systems for PMS, PBX, reservations, and check- in/check-out in accordance with Company standards for quality, cleanliness, guest satisfaction, and safety and security. This position is the manager of the hotel at any time the General
Manager, Assistant General Manager and Front Desk Supervisor are not on property.

ESSENTIAL JOB FUNCTIONS:

Work Objectives

• Process guest registrations, including the computation and collection of payment.
• Complete shift reports and process all financial transactions, including the verification and processing of credit card transactions in accordance with company policies and procedures
• Maintain room status inventory.
• Respond to guest inquiries regarding hotel services, reservations, attractions, directions, etc.
• Sell and post items sold in the sundry shop
• Send and receive telephone calls and facsimiles; sort incoming mail and messages.
• Conduct night audit as assigned.
• Keep all cash, keys and other guest sensitive information secure
• Contribute to the maintaining of front desk guest survey scores with LTR, Front Desk service and other categories related to the position.
• Function as the manager of the hotel during periods the General Manager, Assistant General

Manager and Front Desk Supervisor are not on property.

Guest Satisfaction

• Respond to guest needs, special requests, and complaints as needed.
• Process guest invocations of 100% satisfaction guarantee and use all resources to do so.
• Sign up new guests into the frequent traveler brand program
• Smile, acknowledge, and greet guests at front desk and other public areas.

Teamwork

• Be available to work a flexible schedule and be very dependable to work assigned shifts.
• Keep unscheduled absences/tardies to a minimum and arrive in full uniform for your shift
• Assist other employees in various assignments, to include operating the courtesy van and assisting with breakfast, laundry, or housekeeping duties.

Safety and Security

• Perform work duties in accordance with Company safety and security policies and procedures, as well as in accordance with posted OSHA, HazCom, Blood Borne Pathogen regulations and other applicable State and local regulations.
• Be viligant while on your shift with activity on property
• Report and store lost-and-found items in accordance with hotel procedures

EDUCATION/EXPERIENCE:
Minimum Education: High School Diploma or equivalent
Minimum Experience: Previous experience in the service industry is preferred but not required.

MINIMUM SKILL REQUIREMENTS:

• Must be proficient in the use of common Windows-based programs, including Microsoft Word and Excel.
• Must be able to type quickly and with ease.
• Must be able to operate basic office machines, i.e., copier, telephone, fax, etc.
• Must display very good organization and time management skills.
• Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.
• Must have sound judgment and discretional skills and be able to work with little supervision.
• Must be able to consistently work under pressure and simultaneously prioritize multiple projects.
• Must be able to work with sensitive and confidential material.
• Must be able to speak, read, write and understand English.
• Must be able to obtain valid, current, and non-probationary driver’s license if required to operate hotel shuttle/van.
• Obtain any locally required certifications.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to stand for extended periods, often for a minimum of 2 hours at a time.
• Must be able to maneuver through all areas of the front office.
• Must be able to lift up to 20 pounds and carry up to 10 pounds.
• Must be able to bend, reach, kneel, twist, and grip items while working at assigned desk area.
• Must have the manual dexterity and coordination to operate office equipment, including a 10- key adding machine, PC computers, fax machine, and photocopier.
• Must be able to adjust to changing priorities, and simultaneously complete multiple assignments despite interruptions.

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technical development).

Job Types: Full-time, Part-time

Pay: From $13.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift
• Overnight shift
• Weekends as needed

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

Salary : $13