Front Desk Agent - Night Auditor

Reports To:

General Manager FLSA Status:

Non-Exempt EEOC Class:

Administrative Support Worker Position Type:

Full Time/Part-Time Schedule:

Varies Prepared By:

Human Resources Summary The Guest Services Representative and night auditor is responsible for greeting guests and checking them in promptly and courteously. Completes necessary paperwork and uses computerized system to record accurate information. Operates the switchboard using proper phone etiquette and follows through appropriately with the content of the call. Essential Duties and Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Report to work on time and follow instructions from a supervisor as a night auditor. Must have very good customer service skills with both guests and treat co-workers with respect. Follow approved guidelines and procedures and accept feedback from supervisor. Greet guests and check them in and out using the computerized property management system. Compete all necessary paperwork for checking guests in and out, including guest registration card/folio, telephone charges, safe charges and any other necessary paperwork. Operates the switchboard using proper telephone etiquette, taking and transferring calls as required, taking messages accurately, always noting time and dates, recording and making guest wake-up calls. Handles cash and is able to accurately count cash and make accurate change for guests. Responsible for cash transactions on shift. Know proper procedure for checking credit card authorizations and for obtaining proper approval. Follows all emergency procedures and knows how to respond in the event of different types of emergencies. This requires mobility to travel from room to room and up and down stairs to notify guests and also assist guests in evacuating the hotel. Promotes all Company/Brand guest loyalty programs. Knows room rates, locations and furnishings of all rooms including disability-accessible rooms. Knows physical make-up and layout of building, both interior and exterior. Reviews front desk log and records of previous shifts in the log at the beginning of shift (no gossip, doodling or non-business information). Responsible for balancing cash drawer and shift deposit. Completes all necessary paperwork for shift and organizational responsibilities. Reports any problems, orally or in writing concerning front desk, guest relations or maintenance to the general manager on a daily basis. Part of the hotel's security team and is responsible for immediately reporting, orally or in writing any potential safety or security hazards to the general manager. Take reservations received over the telephone, through the computer, through the mail over the fax and in person and accurately inputs data in the property management system. Documents confirmation/cancellation numbers on all reservations. Must be aware of any changes in hotel operations or policies. Checks outside lighting each night and reports any problems (bulbs out, etc.) on a maintenance request form. Follows procedures for handling disorderly conduct in guest rooms and public area of hotel. Keeps front desk area and lobby clean and orderly at all times (dust, vacuum, clean windows and doors, empty trash). Make coffee, supplies and cleans coffee bar. Greet guests, answer questions about the hotel and community. Be knowledgeable about the location of attractions, restaurants, shopping, churches and answers complaints or concerns by the guests. Keep all area of the front desk area supplied with the necessary items. Report to the general manager any supplies that are needed. Record lost and found items as they are turned in and place in proper storage area. Issues master key/key card to room attendants and maintenance employees as directed and records on log sheet. Must be able to complete laundry (pretreat as necessary, wash, dry, fold and store) and keep laundry/housekeeping area clean. Must be able to operate commercial washer and dryer correctly.

Job Type:

Full-time Pay:

$12.00 - $14.00 per hour

Work Location:

In person