Night Auditor – Front Desk/Guest Service Agent

SUMMARY: Accommodates guests of the hotel and Night Audit duties by performing the following:

ESSENTIAL FUNCTIONS:

• Greets, registers, and assigns rooms to guests
• Handles confidential information, including guest records, with a high degree of integrity
• Promptly and effectively deals with guest requests and complaints
• Answers and routes calls as appropriate; takes guest messages with accuracy
• Responsible for cash drawer contents and transactions during shift
• Maintains accurate records including cash flows, registration cards, reservation cards, and property walks
• Answers inquires pertaining to hotel services; registration of guests; and travel directions
• Assists with sales and marketing efforts as directed by the General Manager
• Offers and properly handles requests for wake-up calls
• Records pertinent guest information in the pass on log
• Follows hotel's property specific Night Auditor checklist
• Ensures hotel safety and security by making sure front doors are locked and secure at the appropriate hour as well
• as swimming pool area gates
• Runs end of day night audit reports in hotel's PMS system
• Sends in required reports to corporate office
• Leaves copies of required reports in General Manager's box
• Delivers express check-out receipts
• Sets up breakfast bar in the morning according to brand standards and under direction from General Manager
• Makes sure front desk, lobby and common areas are clean and organized
• Performs laundry functions as directed
• All other duties as assigned

COMPETENCY:

• To perform the job successfully, an individual should demonstrate the following competencies:
• Problem Solving - Identifies and resolves problems in a timely manner;
• Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance;
• TeamWork - Contributes to building a positive team spirit.
• Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
• Organizational Support - Follows policies and procedures including but not limited to, dress code policies
• Adaptability - Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Asks for and offers help when needed.
• Planning/Organizing Prioritizes and plans work activities; Uses time efficiently.
• Professionalism - Treats others with respect and consideration regardless of their status or position.
• Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner.
• Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

EDUCATION/EXPERIENCE:

Less than high school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experience.