Front Desk Agent/Night Auditor

About the Job

Reports To: Front Office Manager.

Last Updated: 4/9/2021.

Status & Salary: Non-Exempt, Full-time or Part-time.

Summary of Role:

The front desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests that they've made the right choice to stay with us. To deliver a great guest experience - a Night Auditor will attend to late night guests, meeting or exceeding our standards for exceptional service. The Night Auditor may also be responsible for processing daily audits of the hotel's financial data.

Essential Duties & Responsibilities Include but Are Not Limited To:

• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Members and also new and returning guests.
• Check guests in, issue room keys, provide information on hotel services and amenities and information on the surrounding area and events.
• Ensure that required identification and payment information is taken from guests at check-in.
• Up-sell rooms where possible to maximize hotel revenue.
• Answer phones in a prompt and courteous manner.
• Respond efficiently to guest complaints, special requests and take immediate action to ensure guest satisfaction.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Check guests out, including resolving any late, incorrect or disputed charges.
• Accurately process daily cash and credit card transactions using established procedures.
• Communicate status of all rooms to department heads via prescribed reporting procedures.
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.
• Maintain daily logs as per hotel procedure.
• Remove snow and salt exterior areas to ensure guest safety when necessary.
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
• Process daily audit of financial data.
• Additional duties and responsibilities as assigned by management.

Knowledge, Skills & Abilities:

• High School diploma or equivalent.
• Hotel/motel experience is preferred.
• Accuracy and speed for executing assigned tasks and job responsibilities.
• Ability to work a variety of days, including overnights, weekends and holidays.
• Strong customer services skills essential when interacting with guests.
• Ability to exercise good judgment and self-control.
• Basic computer skills to operate various property management and reservations systems.
• Basic math skills are used frequently when handling cash or credit cards.
• Good comprehension and communication skills, with the ability to listen to and understand information and ideas presented through verbal communication.
• Ability to prioritize responsibilities and be self-sufficient in periods of reduced occupancy.
• Must demonstrate enthusiasm, trustworthiness, personal integrity and honesty.
• Must be detailed oriented, able to plan, prioritize, multi-task and meet job responsibilities in a fast-paced environment.
• Demonstrated ability to operate safely in the workplace.

Qualifications:

• High school diploma or equivalent is required.
• Experience with and knowledge of front desk operations is preferred.
• Ability to read, write, speak and understand English.

Physical Requirements Include but Are Not Limited To:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to occasionally lift & carry items up to 20 pounds.
• Able to hear and speak to employees and guest in person and/or by phone.
• Able to bend, stoop, climb, stretch to reach, push, stand for long periods of time, sit, kneel and twist.
• Able to see and read on computer screen and paper.
• Able to use hands and fingers to operate tools and equipment.
• Ability to work in a constant state of alertness and safe manner.