Night Auditor / Front Desk Guest Service Agent

Job Description Summary

The Night Auditor (NA) Guest Service Agent is responsible for accurately balancing all hotel income and expenses for every 24 hour hotel operating period. The NA also acts as a Guest Service Agent for the overnight front desk shift at the hotel. The NA is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk. The NA will act as the hotel system liaison during night hours. The NA will call in and open tickets with Opera, SynXis, or system support during the overnight hours if a system fails or issues occur.

Job Description

DUTIES AND RESPONSIBILITIES:

• Deliver on the promise of Sonesta Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards.
• Balance and audit room revenue, food and beverage revenue and telephone revenue for accuracy; assist in the preparation of all reports relevant to daily revenues.
• Balance and audit all room tax charges, cashier reports, and guest house accounts for accuracy.
• Complete and transmit daily management/accounting reports with any supporting documentation ensuring the accurate accounting of the hotel revenues and expenses.
• Prepare General Manager daily, weekly and month end reporting packs.
• Run end of day reports before the next day's close of shift.
• Responsible for Front Desk job duties. Must always be visible. (i.e. maintains presence in the front area of the desk to be promptly available for all guest inquiries and to assure that passerby can see that the front desk is staffed.)
• Assist late night guests, processing check-ins/check-outs, and addressing customer requests,
• Monitor activity of non-hotel guest in the lobby area.
• Ensuring that all end-of-day activities have been successfully executed by all employees in all departments.
• Answering calls and queries, schedule wake-up calls, make reservations, and other concierge activities according to guest preferences.
• Communicate with the Operations Manager to resolve accounting discrepancies and to request or provide information.
• Register guests, issue room keys, and provide information on hotel services, room location, and Travel Pass rewards program. Answer phones in a prompt and courteous manner.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/ securing assigned bank.
• Up-sell rooms where possible to maximize revenue.
• Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
• Issue, control and release guest safe-deposit boxes.
• Keeping all supplies necessary at hand by informing the front desk supervisor/manager of needs.
• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Display daily professional, courteous, attentive, helpful, and positive attitude towards all guests, fellow employees, and managers.
• Ability to work cohesively with co-workers as part of a team to reach common goals.
• Perform other job duties as requested by supervisors/managers as other job duties may be assigned as needed.
• Understanding Sonesta’s company and safety policies and maintain compliance with OSHA and the health department requirements.
• Perform other duties as assigned.

Qualifications and Skills:

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
• Strong attention to detail, organizational skills, and the ability to work under pressure while multitasking.
• Knowledgeable about basic functions of Windows OS, MS Office, and POS.
• Self-driven and able to work independently.
• Excellent time management skills.

Education and Experience:

• Highschool diploma or GED required.
• Experience in a hotel or a hospitality-related field preferred.

Work Environment:

• Must be able to work in a fast-paced environment.
• Guest-facing position standing behind a desk.

Physical Demands:

• Ability to reach overhead and below the knees, including bending, twisting, pulling, pushing, and stooping. Climb ladders of various heights.
• Must be able to push, pull and lift up to 50 pounds.
• Ability to stand entire shift.

Expected Hours of Work:

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Must be flexible to work various days and various shifts of the week to include weekends, holidays, days, nights and overnight.
• Regular attendance in conformance with the standards which have been established by the hotel from time to time is essential to the successful performance of this position.

Travel:

• No travel required.

Additional Job Information/Anticipated

Pay Range

$32.23- $33.91 Base offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.