Front Desk Night Auditor

The Hotel Receptionist is responsible for providing a friendly, welcoming and efficient service to all hotel guests, in line with the hotel’s vision and values on customer satisfaction. The main purposes of the hotel reception area’s staff are to respond courteously to guests’ requests, play a part in the general running of the reception desk and help the General Manager to maintain a smooth room bookings service.

ESSENTIAL JOB FUNCTIONS:

• Greet all customers who approach the Front Desk in a smiling, friendly manner.
• Act in the manner of a hotel concierge. Front Desk Sales Agent must be able to suggest to the guest; events to attend around town, places to eat around the facility and know directions around town.
• Be the ambassador of the hotel. Front Desk Sales Agents must know all aspects of the hotel. (Where the pool is located, where the laundry is located, the difference in room types and what those room types have to offer the guest, know the competition and what they have to offer)
• Check-in arriving guests in the most efficient manner possible, following all established procedures and policies.
• Check-out departing guests in the most efficient manner possible, following all established procedures and policies.
• Review arriving reservations for the day early in the shift, checking for special requests, VIP’s, etc., pre-assigning rooms as necessary.
• Pre-register groups that have requested pre-registration.
• Count cash drawer at beginning and end of each shift.  Prepare shift deposit accurately, following standard procedures.
• Have a complete understanding of all aspects of the cash register operation.
• Compare housekeepers report with the folio bucket at the beginning of the PM Shift or when Housekeeping is finished for the day.
• Enter all wakeup calls accurately.
• Record messages and receive mail for arriving and in-house guests.  Ensure that message lights are turned on and off as necessary.
• Check all guest folios during each shift, checking for potential credit problems.  Ensure that all guests have either sufficient cash balances or authorized credit cards to cover expected charges.  Take steps to notify cash customers who have used their credit balances to come and pay on their account.
• Record future reservations for any guest by phone or in person, following all standard procedures.  Always check for sold-out dates before promising availability.
• Handle complaints efficiently and courteously.  Listen carefully to the guest’s problem.  If possible, take immediate personal responsibility to correct the problem.  If you cannot correct the problem with available resources, notify your supervisor or the General Manager immediately.  Always report the nature of the complaint to the General Manager so that an apology letter or other steps may be taken.
• Post phone charges promptly.  Post any other charges incurred by guests during your shift using standard procedures.
• Take each available opportunity to upsell arriving guests to the highest rated room. Act in the manner of a sales executive and not an order taker!
• Coordinate with Housekeeping on room statuses frequently during the day, transmitting check out rooms to Housekeeping and receiving ready rooms from Housekeeping.
• Complete Housekeeping Report on PM Shift.  Accuracy is very important.
• File folios and Registration cards as necessary.
• Be knowledgeable about scheduled groups.  Take time to read function sheets and reservations in order to be completely familiar with them.
• Maintain fresh coffee in the lobby at all times.
• Coordinate with Maintenance on any guest reported or observed problems.
• Answer telephone efficiently and pleasantly within three rings and with correct phrasing.  Determine the nature of the call and transfer to proper extension.
• Complete shift checklist before the end of the shift.
• Send and receive faxes as needed.
• Maintain Lobby area clean at all times during your shift (trash, magazines, door glass clean, etc).
• Other duties as assigned by supervisor or hotel manager.

COMPETENCIES:

• Must be able to effectively communicate and interact in a friendly, helpful and professional manner while on the property and/or conducting company business.
• Must be able to read, write and speak English clearly and fluently
• Ability to understand and carry out verbal & written instructions independently.
• The ability to work under pressure and meet deadlines
• Committed to providing constant and consistent exceptional customer service to potential clients, clients, and guests.
• Strong selling, communication, and organizational skills
• Must keep confidential information, confidential.
• Must possess honesty and integrity
• Must show up for work on time and follow the work schedule
• Professional and personable demeanor
• Self-motivated, works well independently and with minimal supervision
• Must have and maintain a valid driver license and liability insurance when driving and conducting company business.
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook and operating office equipment.
• Must maintain a “sense of urgency”

EXPERIENCE

·         Some previous hotel front desk experience preferred

SUPERVISION

·         This job des not required employee supervising responsibilities

WORK ENVIRONMENT

·         Occasional exposure to hot or cold conditions

INTERACTION

·         Constant interaction with the public, potential clients and clients by phone, email or in person.

·         Constant interaction with hotel guests and visitors

POSITION TYPE/EXPECTED HOURS OF WORK

·         Must be able to work full-time flexible hours, some overtime, weekends, holidays and as needed.

TRAVEL

·         No traveling is expected for this position

EDUCATION

·         Minimum, High school diploma or GED

·         Must complete all hotel brand required training

PHYSICAL DEMANDS

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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift or move up to 10 pounds and occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, ability to adjust focus and independent mobility throughout the property. (see detailed physical job demands)