Overnight Front Desk Agent

Overnight Front Desk Clerk

The Front Desk Clerk is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. Also responsible for reconciling all hotel cashier transactions; reviewing, organizing, and compiling management reports on a timely basis and ensuring the accuracy of guest billings and city ledger transactions.

Duties And Functions

Essential:

• Approach all encounters with guests and employees in an attentive, friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
• Maintain regular attendance in compliance with Everwood Hospitality Service standards, as required by scheduling, which will vary according to the needs of the hotel.
• Always comply with Everwood Hospitality Service standards and regulations to encourage safe and efficient hotel operations.
• Always maintain a warm and friendly demeanor.
• Employees must always be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
• Greet and welcome all guests approaching the Front Desk in accordance with Everwood Hospitality Service standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Always use proper two-way radio etiquette when communication with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.

Marginal:

• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Attend meetings/training as required by management.
• Perform other duties as required by management.

Education & Experience: College course work in related field helpful. Experience in a hotel or a related field preferred. High School Diploma or equivalent required. Computer experience preferred

Physical Requirements: Sedentary work, exerting up to 10 pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Late night shift.

Mental Requirements: Must be able to convey information and ideas clearly. Must be able to evaluate and select among alternative courses of action quickly and accurately. Must work well in stressful, high-pressure situations. Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity. Must maintain composure and objectivity under pressure. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary. Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust, or modify to meet the constraints of the particular need. Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests. Must be able to work with and understand financial information and data, and basic arithmetic functions. Must be willing to cross train in other accounting or hotel-related areas. Must be able to prioritize job functions in order to meet deadlines.