Title Front Desk Agent/Night Auditor
Location Kissimmee, FL
Job Information

JOB DESCRIPTION

Front Desk Agent/Night auditors are 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 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
  • To 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
  • To produce accurate and timely reports and correctly handle all cash transactions
  • To provide relief support to the hotel PBX operator during shift
  • To 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
  • To 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 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 six months experience working in related field (hospitality preferred)
  • Must have reliable transportation
  • 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
  • Must have proficient knowledge in Microsoft Office
  • Experience in high volume establishments
  • Technical proficiency (computer applications)
  • Previous Customer service experience
  • Ideal candidate will have some prior hotel reception/auditor experience

KNOWLEDGE / SKILLS / ABILITIES

  • Ability to read, write and speak English (multi-lingual a plus)
  • Ability to 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
  • Knowledge of leadership techniques
  • Solid judgment and ability to resolve conflicts effectively
  • Operate effectively in stressful situations
  • Ability to multi-task
  • Ability to adapt to changing guest needs
  • Attention to detail
  • Strong organizational and time management discipline
  • Understanding of hospitality operating systems
  • Strong organizational and time management discipline
  • Able to provide quality customer service and possess the ability to multi-task
  • Must have good computer skills and able to perform cash handling procedures. Mature, with good judgment, detailed oriented, friendly and responsible
  • Ability to work harmoniously with fellow employees and guests
  • Ability to work outdoors including intense or inclement weather conditions
  • Abilities (<3 hours per day) walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
  • Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height
Property Saratoga Resort Villas
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