Night Auditor/Front Desk Agent

This position is primarily 2 night audit shifts per week with the remaining shifts AM or evening fro..nt desk.

Position Description

Job Title: Front Desk Night Audit

Department: Front Office

Organizational Structure

Reports to: Front Desk Supervisor, Front Desk PM Supervisor, Assistant General Manager, General Manager

Subordinates: None

Summary

Operate the functional areas of guest registration and guest service to ensure guest satisfaction and maximum hotel profitability. Accurately balances all hotel income and expenses for 24 hour hotel operating period.

Essential Functions

· Attends training; including safety training, standard operating procedures, RAMP certification, and any other as directed by management.

· Arrives at work in a timely fashion and in accordance with the posted schedule.

· Abides by established uniform guidelines.

· Practices efficient and effective procedures.

· Reads and understands English to comply with function directions.

· Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations.

· Maintains a “can do” and “guest first” attitude at all times.

· Reports any maintenance repairs to maintenance staff; records repair information in maintenance log, and follows up to ensure the work has been completed.

· Addresses guest complaints regarding service or equipment.

· Resolves complaints to the satisfaction of the guest.

· Assures requests are made in a timely manner.

· Knowledgeable on PMS as it pertains to functions of the front office and night audit.

· Maintains personal contact with customers (both internal and external) including daily interactions with guests.

· Prepares and presents packages according to guest reservations, notifies Front Desk Supervisor when inventory is low.

· Coordinates with housekeeping supervisor daily to ensure guests special requests are met.

· Provides wake up calls to guest rooms.

· Completes information guest folios.

· Maintains proper credit card records.

· Provides completed folios via paper or email.

· Works to meet or exceed benchmarked scores as it pertains to the front office.

· Properly stocks market items and notifies Front Desk Supervisor when inventory is low.

· Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, security of monies, guest security, and emergency procedures as established.

· Takes control of lost and found as appropriate.

· Balances all room revenue and room expenses.

· Balances all room and tax charges.

· Closes the functions of the restaurant and bar using Micros system.

· Runs the closing functions of the property management system.

· Completed computer generated forms and reports; submits to accounting systems.

· All other duties assigned.

Competency

To perform the job successfully, an individual should demonstrate the following competencies:

· Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics

· Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance

· Interpersonal – Maintains confidentiality

· Oral Communication – Responds well to questions

· Team Work – Contributes to building a positive team spirit

· Written Communication – Writes clearly and informatively; Able to read and interpret written information

· Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment

· Organizational Support – Follows policies and procedures for including, but not limited to, dress code policies, cell phone, and social media

· Adaptability – Adapts to change in the work environment; Manages competing demands; Able to deal with frequent changes, delays, or unexpected events

· Attendance/Punctuality – Is consistently at work and on time

· Dependability – Respond 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 to feedback to improve performance; Monitors own work to ensure quality

· Quantity – Meets productivity standards; Completes work in a timely manner

· Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly

Relationships

Internal: Front Office Department: receive responsibilities/tasks

Guest Services: to provide customer service; receives information regarding guests needs or complaints

Maintenance: notify of maintenance needs

Controller: receives responsibilities/tasks, updated accounting forms

External: Guests: ensure satisfaction

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: High School Diploma or Equivalent and one year guest service/hotel experience; General Accounting Knowledge

Language Ability: Ability to reach and comprehend simple instructions, short correspondences and memos; Ability to write simple correspondences

Math Ability: Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s; Ability to calculate figures and amounts such as discounts, interest, and percentages; Ability to balance accounts, calculate taxes

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or chart/diagram form; Ability to deal with problems involving concrete variables in standardized situations

Computer Skills: A general knowledge of work processing and spreadsheet functions; General ability with the hotel PMS system

Certificates and Licenses: No certifications needed

Work Environment

The work environment characteristic describe here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee spends a significant portion of the work day moving about, speaking and listening, usually while standing. A significant portion of the time is spent using the hotel’s computer system for reservations and other guest related services. Reading and writing abilities are used often in reviewing guest registration and reservation information.

The noise level in the work environment is moderate.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to stand; use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to walk short distances. A small portion of the time is spent sitting down and some of the time is spent completing departmental paperwork while remaining stationary at a work station. The employee must have the ability to actively listen and hear and communicate.

The employee can be responsible to lift and/or move up to 50 pounds.

The statements in this position description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Overnight shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Required)

Ability to Relocate:

• Bethlehem, PA 18020: Relocate before starting work (Required)

Work Location: In person