What are the responsibilities and job description for the Night Audit Front Desk Agent position at Zehnder's of Frankenmuth?
Position: Night Audit
Reports To: Front Desk Supervisor
Function: To greet and receive guests at the Front Desk and perform all services in a consistent and courteous manner. To accurately collect, record, and handle funds and financial transactions relating to guests. Perform the nightly audit of the guest billing and prepare the Front Desk for the following day’s arrivals. Find solutions and resolutions for all guest issues during that evening. Communicate all necessary information to the Front Desk opener. Cooperates with other Splash Village employees ensuring that guests receive Zehnder’s quality service.
Work Performed:
• Check guests in and out using hotel security policy
• Check guests in and out using hotel security policy
- Performs nightly audit and arrival preparation for the following day
- Makes wake-up calls
- Answers the Front Desk phone
- Practices outstanding customer service to ensure guest’s needs are met to their full satisfaction
- Provide concierge service to guests for all the Zehnder’s properties, including Zehnder’s Restaurant, and The Fortress Golf Course
- Provide exceptional communication on general information the guest will need during their visit. Such as, waterpark bands, hours of operation and our billing policy
- Resolve the guest’s complaints, concerns, and issues in a professional manner
- Communicate guest’s needs to the appropriate department or log
- Display an adept knowledge of the following software programs: OPERA, IVY, and OpenTable
- Promotes future sales through guest contact and interaction
- Any other tasks or duties as assigned by management
Physical Requirements:
• While performing duties of this job, the employee is frequently required to stand, walk, type, talk and hear
Education Requirements:
• While performing duties of this job, the employee is frequently required to stand, walk, type, talk and hear
Education Requirements:
- A minimum of two years related experience and/or training in reservation or hospitality industry.
- Candidates with a strong customer service background in non-hospitality field will be considered.
- High school diploma or equivalent.
- Must demonstrate exceptional verbal and written communication skills and possess excellent manners.
- Must be able to work by themselves and prioritize what needs to be done.
- Must be able to successfully resolve issues for guests.
- Must possess a willingness to learn, change and grow.
- Must have a positive approach to basic computer keyboard experience, good communication and verbal skills and customer service oriented.
- Ability to calculate figures and amounts such as discounts and percentages.
- Must possess knowledge of Microsoft Windows and Office.
- Must maintain a position of good standing (no disciplinary actions or formal discussions concerning performance or customer service procedures against employee).
- Mandatory to be available to work weekends.
- Must be 18 years of age or older
