Night Desk Clerk/Night Audit

Petit Ermitage seeks an individual that possesses a distinct and pleasant personality, excellent work ethic, a positive attitude, an eye for detail and a natural aptitude for absorbing new information quickly for the Guest Service Agent position.

JOB DUTIES:

Greet guests, answer questions, and quickly respond to all requests in a well-spoken, thoughtful, friendly and helpful manner; thank guests for staying with us at every opportunity.

Conduct the Night Audit – Review Daily Transactions, run the End of Day, prepare necessary reports for the upcoming day.

Provide a positive first impression for each and every guest or visitor to the Hotel.

Obtain or confirm room requirements; verifying pre-registration; assign rooms; obtain information and signatures; issuing room keys; entering room and guest account data.

Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.

Up-sell rooms where possible to maximize hotel revenue.

Show room locations, point out hotel amenities, answer inquiries regarding hotel and other services guests may require, such as, Internet access, fitness center, entertainment, shopping, and transportation to and from the hotel.

Stay current with hotel and restaurant promotions, menus, and events.

Engage in small talk, question about stay, and checking for satisfaction.

Enter reservations into systems, checking availability, and confirming requirements in accordance with hotel's yield management practices.

Follow all safety, security, loss prevention, and emergency procedures in hotel.

Participate in safety drills and assignments. Promote safety and security programs to guests; explaining safe practices in Hotel.

Welcome all guests' requests; practice effective service recovery techniques to guests' satisfaction; helping others accomplish service goals and objectives; giving personal attention; taking personal responsibility; performing all duties as expected for the position and additional duties as assigned.

Communicating any guest requests or issues to Supervisor, Manager or other departments that require further care to guests' complete satisfaction. Maintain a clean, organized, and well-stocked work area.

JOB REQUIREMENTS:

Education and/or Experience

• High School diploma or equivalent, some college preferred. At least two years of front desk/guest service experience in a hotel or airline preferred.

Language Skills

• Ability to read, write and verbally communicates effectively and professionally with other departments, guests, and vendors in English.
• Knowledge of other languages is a plus.
• Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.

Physical Ability

• While performing the duties of this job, the employee is regularly required to bend, push, pull, stand, walk, and talk or hear.
• The employee frequently is required to use hands to finger, handle, or feel objects, or telephone.
• The employee must regularly lift and/or move up to 10-25 pounds.
• Standing or walking during entire 8-hour or longer shifts.

Other

• Must be able to work weekends/holidays, when needed.
• Ability to communicate efficiently and effectively.
• Ability to prioritize and problem solve effectively.
• Ability to think and perform both independently and as a team.
• Ability to develop positive working relationships with both guests and staff.
• Ability to negotiate, delegate and work under pressure.
• Comfortable working with computers.
• Organized and detail-oriented.
• Strong presentation skills.

This job description includes the essential functions, primary duties and minimum standard of work expected from an employee in this position. In addition, employee is expected to follow employer’s standards, policies, and procedures issued in other media, i.e. handbook, online, video and memos. Employees are expected to perform all other reasonable duties as assigned by Managers to meet guests’ needs.