NIGHT AUDITOR

Front Office Receptionist

Place of work: Front office and back office areas. A focal point for all guest/visitor reception and inquiries. Service areas of the hotel, accounting offices, and computer room.

Job overview: Check in/check out hotel guests courteously and efficiently, process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Run and compile accurate and timely reports. Perform proper maintenance of hotel computer systems in keeping with hotel procedures.

Reports to: Front office manager and assistant, controller, operations manager.

Relationships:

Internal: Front office staff, bell/door staff, valet parking staff, communications staff, concierge staff, reservations staff, front office management, hotel managers and assistants, sales, housekeeping, food and beverage staff, accounting, engineering, and security, hotel corporate office staff.

External: Hotel guests/visitors, tour company representatives, limousine service personnel, other hotels.

Standard specifications: Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

Qualifications:

Essential:

1) High school graduate.

2) Ability to compute accurate mathematical calculations.

3) Ability to clearly and pleasantly communicate in English with guests/visitors, management, and co-workers to their understanding, both in person and by telephone.

4) Ability to provide legible communication and directions.

Desirable:

1) Some college or training in hospitality industry.

2) Previous experience as a front office receptionist.

3) Previous cashiering experience.

4) Knowledge of computers.

5) Fluency in a foreign language, preferably Spanish, French, or Japanese.

6) Previous auditing or statistician experience.

Skills:

Essential:

1) Ability to input and access data in computer.

2) Ability to understand guest inquiries and provide responses.

3) Ability to promote positive relations with all individuals who approach the front desk and by telephone.

4) Ability to focus on guests' needs, remaining calm and courteous.

5) Ability to think clearly, quickly, and make concise decisions.

6) Ability to prioritize, organize, and follow up.

7) Ability to work well under pressure of any arrivals/departures within any given period of time.

8) Ability to focus attention on details.

9) Ability to maintain confidentiality of all guests and hotel information.

10) Ability to ensure security of guest room access.

11) Ability to remain stationary at assigned post for extended periods of time.

12) Ability to work cohesively with other departments and co-workers as part of a team.

Desirable:

1) Previous guest relations training.

Essential job functions:

1) Maintain complete knowledge at all times of:

a) All hotel features/services, hours of operation.

b) All room types, numbers, layout, decor, appointments, and location.

c) All room rates, special packages, and promotions.

d) Daily house count and expected arrivals/departures.

e) Room availability status for any given day.

f) Scheduled daily group activities.

2) Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

3) Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

4) Meet with supervisor to review daily assignments and priorities.

5) Meet with departing front office receptionist(s) to review business status and follow up items.

6) Access all functions of the computer system according to established procedures and standards.

7) Set up workstation with necessary supplies; maintain cleanliness throughout shift.

8) Answer department telephone within 3 rings, using correct greeting and telephone etiquette. Answer concierge and bell stand telephone when staff is not available.

9) Promote positive guest relations to all individuals approaching the front desk.

10) Accommodate all requests for information in a congenial manner.

11) Process all guest check-ins according to established hotel requirements:

a) Confirm reservation in system and review all noted information.

b) For guests without a reservation, sell a room type agreed upon.

c) Register guest in computer and make appropriate notes on the registration card.

d) Verify registration card information with guest.

e) Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

f) Assign guest room.

g) Advise guest of any messages, mail, faxes, etc. received for them.

h) Inform guest of room safe and mini-bar key and room key procedures.

i) Issue parking passes/validate valet parking tickets and enter information in computer.

j) Communicate services and amenities included in packages to guests on packages.

k) Obtain proper identification for tax-exempt guests and attach form to registration card.

l) Obtain guest signature for designated paperwork.

m) Obtain bell person to escort guests and transport their luggage to the room.

12) Maintain guest history files on all guests.

13) Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

14) Set up accurate accounts for each guest checking in according to their requirements, i.e. sharewiths, separate room/tax/incidentals, comps.

15) File registration cards and vouchers in bucket by room number.

16) Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.

17) Accommodate room changes expediently.

18) Handle guest complaints according to the instant pacification procedures, ensuring guest satisfaction.

19) Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.

20) Take, record, and relay messages accurately, completely, and legibly. Distribute hotel personnel messages to appropriate individuals.

21) Accept and record wake-up call requests; delivery to PBX.

22) Issue safe deposit boxes to guests and ensure security of keys.

23) Distribute all guest and department mail.

24) Monitor, send, and distribute guest faxes.

25) Document and confirm reservations and cancellations.

26) Block rooms in the computer and follow through on designated requirements.

27) Pre-register designated guests and prepare key packets.

28) Communicate pertinent guest information to designated departments/personnel, i.e. special requests, amenity delivery.

29) Generate, print, and distribute daily and weekly reports.

30) Resolve discrepancies on the room status report with housekeeping.

31) Match the bucket check to in-house guest ledger report; report discrepancies to manager.

32) Process all checkouts according to established hotel requirements.

a) Resolve any late charges.

b) Present folio to guest and resolve any disputed charges.

c) Settle guest accounts following accounting procedures.

d) Retrieve guest room key from guest.

e) Request guest comments on their stay.

33) Process express checkouts throughout the shift.

34) Handle requests for late checkouts according to established hotel procedures.

35) Conduct group check-ins/outs according to established hotel procedures.

36) Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.

37)