Night Auditor/Front Desk Agent

Front Office Night Auditor

At The Shelby, we don't just check people in and out—we craft unforgettable experiences. As a Front Office Night Auditor, you'll play a key role in creating memorable moments for our guests by ensuring that all guests are given a very warm welcome and treated like family during their stay, regardless of check-in/out time. Your commitment to providing an elevated guest experience and attention to detail will keep everything running smoothly, in line with hotel and brand standards. More than just a “front desk associate,” you'll contribute to a seamless and comfortable guest experience, turning ordinary stays into extraordinary memories through exceptional service and genuine connections.

ABOUT THE ROLE

Responsible for greeting and registering guests, providing excellent guest service, and settling the guest’s account upon completion of their stay. The Night Auditor normally works a regular 3rd front desk shift, however, may be asked and assigned another shift due to work needs.

SCOPE OF WORK TEAM

• Reports to the Front Office Manager/Night Manager/Accounting Manager and Supervisors
• Supports the front office team, sales team and guest experience

RESPONSIBILITIES

• Main responsibilities include registering guests, making and modifying reservations, but may be required to assist with hotel operator and/or concierge duties.
• Possess knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
• Acknowledge all guests, anticipate needs, and always respond promptly to maintain positive guest relations at all times.
• Process guest check-in by confirming reservations and review all noted information. Guest(s) without reservations can be sold and agreed on room type. Register guest in OPERA, generate registration card and verify registration with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
• Maintain guest history files.
• Set-up accurate accounts for each guest with accordance to their requirements, i.e., separate room/tax/incidentals/comps.
• File registration cards and vouchers by room number.
• Assist and process overbooked or “walked” guests.
• Assist and provide room change accommodations.
• Document all guest requests, complaints, or problems.
• Resolve guest complaints to ensure guest satisfaction.
• Maintain organized and clean work area with necessary supplies.
• Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Communicate with prior shift’s Front Desk Agent to review all follow-up items.
• Answer department telephone within property guidelines as to number of rings, correct greeting and proper etiquette.
• Process end of day reports.

EXPERIENCE:

• Prior Experience:
• 1 years Previous hotel/front desk/night audit experience.

• Subject Expertise:
• Experience with OPERA Reservation system highly encouraged.
• Must have good working knowledge of Microsoft Office, Outlook and common office computer systems and software
• Report any unusual occurrences and/or request to Supervisor.
• Read and abide by all the regulations and rules of conduct stated in the Associate Handbook.
• Must be able to effectively communicate to guests, management, and coworkers
• Must be able to follow directions with attention to detail, speed and accuracy
• Must be a team player with the ability to work under minimal supervision
• Must be able to multi-task in a fast-paced work environment
• Flexible and long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand for the entire shift.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must be able to exercise confidentiality and discretion.

OTHER EXPECTATIONS:

• Abide by payroll policies, procedures and rules of conduct as stated in the Springboard Hospitality Associate Handbook.
• Demonstrate a working knowledge of all company safety and security procedures.
• Hours Required: Typical hours for this position will be 3 shift – 11PM-7AM including weekends and holidays. In certain circumstances, you may be asked occasionally to arrive early or stay later until your relief arrives.

Job Types: Full-time, Part-time

Pay: From $17.00 per hour

Expected hours: 24 – 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Holidays
• Night shift
• Overnight shift
• Weekends as needed

Work Location: In person

Salary : $17