Night Auditor and Front Desk Associate

Microtel Inn & Suites

643 Hastings Ave. Holland MI 49423

Department – Front Office/Night Auditor

Call 616-594-6218 for serious inquiries only...

Reports to –General Manager

What’s the job? The moment a guest steps into a hotel, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home. Be the warm welcome that kicks off a memorable guest experience.

Essential Job Functions:

· Report to work in uniform presented professionally, neat, and clean

· Acknowledge Rewards Club members and returning guests, in person or on the phone. Greet all guests in a friendly, positive manner. Ask questions of guests and make personal connections to make them feel they are welcome and valued

· Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay

· Collect leads and prospect new business, communicate the information with the Sales Department

· Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes

· Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns

· Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary

· Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed

· Take pride in your appearance and place as a brand ambassador

· Always know what events and activities are on the day’s schedule

· Jump into other ad-hoc duties when your colleagues need your help

· Gather the appropriate data from each guest, from address information to credit cards and signatures

· Clearly state all necessary policies and hotel information to each guest

· Follow the shift checklists each day, completing every task in order to ensure smooth and efficient hotel operations

· Record any special needs or requests and unique occurrences throughout the shift in the daily logbook

· Communicate any unordinary occurrences to the next shift. Communication is instrumental in smooth operations

· Maintain a neat and clean workspace at the front desk and adjacent areas

· Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and General Manager

· Complete any required emergency training needed according to WYNDHAM standards, with documentation of training being completed. Stay knowledgeable of all emergency procedures and aware of how to handle each situation

· Complete any required WYNDHAM training for front desk procedures and WYNDHAM Rewards. 100% responsible for ensuring WYNDHAM Rewards standards are exceeded each shift

· Responsible for the settlement and reconciling of guest accounts and paperwork

· Balance cash drawer and make appropriate cash drops

· Provide excellent guest service:

• Supply information to guests regarding hotel policies, services, and amenities
• Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment
• Handle all guest concerns and be able to problem solve in a tactful, professional manner

· Maintain open lines of communication between all departments within the hotel

· Help washing and folding laundry as needed

· Exhibit regular and recurrent attendance records

· Other duties as requested by management

What we need from you

· Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to

· Your problem-solving skills will turn issues into opportunities, so every guest departs with great memories

· Fluency in the local language - extra language skills would be great, but not essential

· Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic mathematics and computers

· Flexibility - night, weekend and holiday shifts are all part of the job

· You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential

· Experience - ideally, you’ll have spent at least one year in a front desk or guest service position

· Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling

Work Schedule: Work regularly requires or varies between day, evening, night, holiday, or weekend assignments. Schedule varies according to business demands and needs

Uniform and Appearance Guidelines:

Uniform: Uniform shirt and name tag provided. Microtel Inn & Suites approved black slacks and close-toed shoes are the responsibility of the Team Member.

Appearance: Visible earrings are allowed in the ears only or must be covered throughout the course of the shift. Hair must be of a natural color and kept well-groomed. This policy will be administered by the position's supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics. The General Manager has the authority to veto any decision made by the position's supervisor

How do I deliver this?

· We genuinely care about people and we show this through living out our promise of Count On Me Culture each and every day. It’s what connects every colleague in all hotels.

· Each hotel delivers Count On Me Hospitality in their own way, and at the heart of it all are specific, core service skills.

· Count On Me Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

· Count On Me Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

· Count On Me Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

· Count On Me Responsiveness is about providing guests with what they need, and doing so in a timely and caring manner

· There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

· 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.

· Employee Participation in meetings is must when called by management for training and communication purposes

· Teamwork and Collaboration: This job is part of a formal work team within the department.

Job Type: Part-time, Full-time

Experience:

• night audit: 1 year (Preferred)
• front desk: 1 year (Preferred)
• customer service: 1 year (Preferred)
• hotel: 1 year (Preferred)
• hospitality: 1 year (Preferred)

Benefits:

• None

Hours per week:

• Part-Time: 16-24
• Full-Time: 32-40

Pay Frequency:

• Bi-weekly or Twice monthly

Schedule:

• Weekends required
• Holidays required
• Night shift

Work Remotely:

• No

Job Types: Full-time, Part-time

Pay: $13.00 - $15.00 per hour

Benefits:

• Employee discount

Schedule:

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

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

Salary : $13 - $15