Front Desk Agent/Night Auditor

Job Description

This position is responsible for providing quality guest service as it pertains to checking in / out of hotel guests; PBX operations to include mail / message service;

taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures.

Also, this position is responsible for performing close of day procedures for the hotel Front Office and account for daily activity by organizing and verifying information;

identifying and correcting discrepancies; posting accounts; running and distributing daily reports.

Essential Duties

• Check-in and check-out hotel guests in a confident, professional, and friendly manner
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information
• Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals
• Complete all items as listed on shift checklists
• Bucket checks to be performed by each shift to verify data as it pertains to :
• 1. Guest name

2. Guest address

3. Room rate

4. Date of departure

5. Number of guests in room

• Ensure proper credit card procedures are followed at all times to include checking that ID matches credit card information, credit card is swiped, and guest signature on registration slip
• Adhere to all cashiering procedures : open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
• Issue guest safety deposit boxes as requested.
• Advise guests of any messages, mail, faxes, etc. received for them
• Communicate service and amenities of the hotel to guests
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities
• Take, record and relay messages accurately, completely and legibly
• Offer detailed information on the voice mail system to callers and guests wishing to leave messages
• Accept and record wake-up call requests
• Follow all specified procedures to audit the shift closing of all front office staff, including personally closing shift three and completing an audit summary for each shift
• Create accurate and timely reports and correctly handle all cash transactions
• Provide relief support to the hotel PBX operator during shift
• Follow all specified procedures to maintain and post a daily balance of all house accounts, including running preliminary reconciliations, detail transactions and final reports to accounting and profit centers
• Follow all specified procedures to reconcile cashier’s reports with the restaurant system each night, researching and posting any unresolved tickets from the day shifts
• Balance and audit for accuracy the room revenue, food and beverage revenue, cashier’s reports, and guest and house accounts and telephone revenue;

assisting the preparation of all reports relevant to daily revenues

• Transmit credit card batches
• Complete and transmit daily management and accounting reports and supporting documents.
• Act as hotel system liaison during night hours
• Perform all Guest Service Representative Functions as required; may assist in booking room reservations; may assist in answering hotel phone calls and notifying guests of message
• Any and all duties assigned by management

Minimum Requirements

The requirements listed are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have minimum of two years’ experience working in related field (hospitality preferred)
• Must have proficient knowledge in Microsoft Office
• Experience in high volume establishments
• Must have technical proficiency in computer applications
• Previous experience as front desk agent / night auditor or customer service preferred
• Previous hotel / hospitality experience preferred
• Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
• Must have full availability and be able to work days, evenings, nights, weekends, and holidays

Knowledge / Skills / Abilities

• Ability to read, write and speak English (multi-lingual a plus)
• Ability to hear, understand, follow and give written and oral instructions
• Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
• Ability to work with large groups of people, and age groups
• Ability to plan, organize and conduct a wide variety of activities
• Knowledge of leadership techniques
• Ability to make sound judgements and ability to resolve conflicts effectively
• Ability to work harmoniously with fellow employees and guests
• Follow all company policies and procedures
• Ability to adapt to changing guest needs
• Attention to detail
• Strong organizational and time management discipline
• Understanding of hospitality operating systems
• Ablility to provide quality customer service and possess the ability to multi-task
• Strong computer skills and cash handling experience
• Ability to work indoors and outdoors, including intense or inclement weather conditions
• Ensure uniform and personal appearance are clean and professional
• Thank guests with genuine appreciation
• Speak with others using clear and professional language
• Develop and maintain positive working relationships with others
• Abilities (
• Ability to frequently (
30+ days ago