Night Auditor/Front Desk Agent

• Pay rate is $16.00/hour + 2.00 shift premium
• Hyatt Place is seeking a Night Audit (Front of House) Host for their property in downtown Grand Rapids, Michigan.

For this role, we are seeking a hands-on, dynamic associate with Front Office background. Food & Beverage experience would also be a plus. Responsibilities will include, but are not limited to : resolve problems arising from guest issues, reservations, and room assignment operations as well as unusual requests and inquiries by performing the following duties personally. Day-to-day front office operations, with a large focus on the Night Audit function of end-of-day accounting/date roll, while maintaining Hyatt Place and AHC Hospitality brand standards. We are looking for self-starters with a proven track record of providing exceptional guest service, active listening abilities, front office knowledge, and problem solving skills.

ESSENTIAL FUNCTIONS

Ensure optimum performance in the Night Audit and Front Office operations. Uphold the highest levels of service toward our guests and associates, knowledge of 'World of Hyatt' loyalty program, and ensure follow through on guest/employee issues to ensure satisfactory resolution.

• Responsible for greeting guests on arrival and making them feel welcome and comfortable during their stay.
• Engagement with guests in a caring and positive manner, using active listening skills, to understand the needs and wants of guests - wherever possible getting to know their preferences on a professional manner.
• Answers inquiries pertaining to hotel policies and services.
• Greets, registers and assigns rooms to guests in a friendly manner.
• Transmits and receives telephone messages.
• Ensures shift checklist is complete.
• Receives and processes advance registration payments.
• Keeps record of room availability and guests' accounts.
• Computes bill; collects payment, and makes change for guests.
• Posts charges such as room, food, beverage or telephone to ledger.
• Motivates guests to come back to the hotel at the earliest opportunity.
• Ensure excellence in guest service.
• Understand the mission, vision, and game plan of Hyatt Place brands.
• Create and sustain a work environment that embraces Hyatt Place brand cultures; ensure fair and equitable treatment and associate satisfaction to enable business success.
• Help orient, train and support associates per Hyatt Place Guidelines for Operations as assigned
• Ability to use standard software applications and hotel systems.
• Follow all cash handling and banking procedures to check out all customers efficiently.
• Run end of day reports to close out the day nightly.
• Audit and post final charges to guest accounts.
• Ensure proper credit when checking out guests and provide the guests with a zero balance invoice.
• Handle late charges according to the procedure.
• Bank out at the end of the shift by following the blind drop procedures strictly. The front office will always verify the shift closing and enter the drop in the system.
• Achieve and maintain optimal brand awareness in addition to achieving and maintaining elite guest service and loyalty brand scores.
• Ability to confirm guest information, acknowledge preferences as noted, provide guest with room keys, and offer luggage assistance when needed.
• Provide appropriate recognition to members of Hyatt's loyalty program.
• Approaching guest issues with empathy and recover service as appropriate.
• Ability to properly set up Guest Kitchen and Gallery bar each shift.
• Be knowledgeable of menu items on both Gallery and Bar menus; both what is in each item and how to properly prepare it.
• Follow and maintain all Quality Assurance (QA) specs as outlined by Hyatt Place brands.
• Takes pride in their appearance and reports to work in complete uniform, wearing the proper shoes and socks professionally dressed and neatly groomed.
• Keeps work area neat and clean. Can be found picking up trash in public and back of the house areas of the Hotel. Knows where to recycle items for the department and consistently places them in the appropriate bins and recycling stations.
• Attend departmental meetings as well as complete daily shift updates and reports.
• Follow hotels established green policies.
• Follow Hyatt and GR Health Department Specs.
• Actively work in the Gallery area, including bar counter service, barista, running food, tables service (serving and bussing).
• Demonstrate a commitment to Hyatt core values.
• Performs additional duties, as assigned.
• If business levels require, each employee will be asked to help in other areas.

All employees will be trained in other departments to ensure the operations of the hotel are achieved in a timely manner and to guest satisfaction.

CERTIFICATES, LICENSES, REGISTRATIONS

• Serve Safe certification and TIPS trained, preferred
• Certified Tourism Ambassador, preferred
• CPR certified, preferred
• Strong knowledge of local Grand Rapids/West Michigan area, preferred EDUCATION and/or

EXPERIENCE

• Minimum two years related hospitality experience required.
• 4-year degree preferred.
• Previous experience in branded hotels.
• General F&B knowledge and strong Rooms background preferred.

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before guests and associates of the organization.

MATHEMATICAL SKILLS

• Ability to perform addition, subtraction, division, and multiplication.
• Ability to calculate figures and amounts such as discounts or percentages.
• Ability to project forecasts preferred.

REASONING ABILITY

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate: Is regularly required to stand, walk, and run. Is required to use hands and fingers to handle or feel objects. Is required to frequently reach with hands and arms. Is regularly required to talk or hear, taste, or smell. Is occasionally required to sit and stoop, kneel, crouch, or crawl. Must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. The hotel functions 7 days a week, 24 hours a day. All employees, both management and hourly must realize this fact and be aware that at times it may be necessary to move an employee from their accustomed shift as business demands.

Job Type:

Part-time Pay:

From $18.00 per hour

Benefits:

401(k) Employee discount Free parking Paid time off Ability to

Commute:

Grand Rapids, MI 49503 (Required) Ability to

Relocate:

Grand Rapids, MI 49503: Relocate before starting work (Required)

Work Location:

In person