Front Desk & Night Auditor

Night Auditor/PM Guest Relations Agent

The Night Auditor/Guest Relations Agent serves as the guest liaison for both resort and non-resort services to our guests. Constantly and consistently exhibit Ocean House Collections core values and standards of behavior including adherence to the Forbes 5-Star standards. The ideal candidate will pro-actively greet guests warmly and provide a pleasant and comfortable experience. Where possible, pro-actively offer services, and resolutions that are personalized to the guests needs. In addition, possess an exceptional ability to engage in friendly, polite conversation even if a guest becomes upset.

Hourly Staff Schedule Requirements

All employees are kindly asked to understand that the property operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all hourly paid team members may be asked to work extended shifts and additional days based on business demands. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays. All seasonal staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.

The ideal candidate will have the flexibility to work both evening shifts (3-11pm) and overnight shifts (11pm-7am). The scheduling manager will make every effort to keep the schedule consistent to accommodate a healthy work/life balance and routine; however reasonable flexibility during high season is required.

Reporting Relationship

Internal: The Night Auditor/Guest Relations Agent reports to the Front of House Manager, and in the absence, the Night Audit Manager.

Key Responsibilities

• Process the nightly audit sequences to reset for the next day's business in balancing applicable functions and is able to verify accuracy of credit card transactions and batch reports.
• Maintains scheduled walk through / security checks of property's public areas to ensure staff and guest safety.
• Answers phone and attends to guest requests when necessary and to his/her best ability. (Communicates to Supervisor/Manager if needed)
• Check-in/Check-out of hotel guests according to company standards.
• Receives reservation enquiries and books reservations for future hotel guests.
• Handles guest challenges and inquiries in person, over the phone or via written communication.
• Provides information on the local area and activities as required (acts as concierge when necessary).
• Reconciling credit cards charges.
• Files correspondence, reports and any other paperwork as outlined in check lists/ SOP's.
• Processes cash and any other forms of payments.
• Keeps staff knowledgeable of all aspects of daily operations, such as special events, packages, promotions, group check-ins, etc. through daily reports.
• Keep a hazard free work environment and is familiar with all emergency procedures of each property.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Responsible for practicing, managing, and promoting the Company's Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
• Represent the Company with a positive attitude and professional presentation.
• Follow sustainability guidelines and practices related to the Company's sustainability programs.
• Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.

Required Job Knowledge, Skills, Qualifications and Education

• High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.
• Proficiency in Microsoft word, outlook and excel. Working knowledge of Maestro is preferred.
• Experience in a guest-facing service role preferred.
• Luxury hospitality experience preferred.
• Time spent in a high-pressure, high-volume atmosphere preferred.
• Previous experience on a professional team preferred.
• Fluency in English both verbally and in writing.
• Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
• Uphold the Company standards, policies, and procedures.
• Prioritize and organize tasks and work area.
• Ability to remain calm and resolve problems using good judgement as interpreted by the management.
• Follow directions.
• Work cohesively with co-workers as part of a team.
• Maintain confidentiality of guest/staff information and pertinent company data.