What are the responsibilities and job description for the Night Auditor/Front Desk Agent position at Towneplace Suites Charleston Mt Pleasant?
Seeking a warm, welcoming, professional associate that can provide the best possible guest experience at checkin/checkout.
Job Responsibilities: Checking guests in/out, balance the day's reports, respond to guest needs promptly to ensure the best possible guest satisfaction experience, follows all company and brand standards requirements.
Skill Requirement: Cash handling, basic office equipment, computer knowledge, telephone skills, safety, security, PCI / Credit Card understanding.
Physical Requirements Must be able to stand long periods of time, and walk, bend, twisting, lift, stoop, and kneel as needed.
Education: High school diploma or equivalent required
Experience: Preferred but not required. We are willing to train the right individual.
We are an equal opportunity employer and all qualified applicants will be considered for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.
Job Description
Job Title: Night Auditor & Front Desk Agent
Department: Front Office
Reports To: Front Office Manager
Prepared By: Human Resources Department
Prepared Date: _______________
SUMMARY
Responsible for checking guests in and out, customer relations, safety, communications and performing functions necessary to balance the current day’s transactions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following, but not limited to: Other duties may be assigned.
Ø Wears appropriate uniform and name tag.
Ø Answers switchboard politely, takes messages, reservations and provides information to guests in a friendly and courteous manner.
Ø Checks guests in and out and obtains approval on credit cards or checks.
Ø Prepares the daily sales report and market mix by shifts end.
Ø Balances all credit card batches and direct bill charges.
Ø Responsible for input of information into Daily Revenue Report.
Ø Posts and processes charges to all in-house guest accounts in an accurate manner.
Ø Follows shift procedures as outlined by hotel and brand standards.
Ø Completes all requirements / reports of the night audit in an accurate manner.
Ø Finds and corrects mistakes made by previous shifts.
Ø Must be able to perform all Guest Service Representatives functions.
Ø GSR Description:
Ø Organizes all the days arrivals giving special attention to special requests.
Ø Upsells the hotel and all amenities.
Ø Checks guests in/out.
Ø Issues and maintains safety deposit boxes.
Ø Maintains key control as outlined.
Ø Responsible for cash handling, deposits and all keys issued.
Ø Observes good guest security procedures.
Ø Receives and processes guest messages and mail.
Ø Answers switchboard politely, takes messages, reservations and provides information to guests in a friendly and courteous manner.
Ø Follows shift procedures as outlined by the property.
Ø Performs laundry tasks as required by occupancy.
Ø Recognizes guests’ by name and queries for future reservations.
Ø Fully understands all fire and emergency procedures.
Ø Maintains good personal hygiene habits.
Ø Follows all company policies as they relate to pertinent area.
Ø Promotes positive guest and employee relations.
Ø Knowledge of all Franchise and property marketing programs.
Ø Is knowledgeable regarding safety and security measures.
Ø Maintains good personal hygiene habits.
Ø Follows all company policies as they relate to pertinent areas.
Ø Follow Employee Conduct Policy and other policies out lined in handbook.
Ø Clocks in and out on time clock and follows clocking procedures.
Ø Does not access any unauthorized internet site while working in the PMS.
Ø Will not give out personal logins, passwords, or access to PMS or company email to anyone.
Ø Will not access unapproved internet sites on company computers.
Ø Fully understands all fire and emergency procedures.
Ø Sets up the continental breakfast and maintains it until relief arrives at the appointed time. (Limited Service Hotels)
QUALIFICATION STANDARDS
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.
Ø Administrative accuracy and attention to detail.
Ø Neat, professional appearance.
Ø Pleasant telephone personality and attitude with guests.
Ø Standing through most of shift required.
Ø Multi-language skill desirable.
Ø Works under pressure and can fulfill guest inquiries and demands.
Ø Maintains neatness, cleanliness, and organization of work area.
Ø Reliability essential.
Ø Experience as a guest services representative using computerized equipment.
Ø Maintains good personal hygiene habits.
Ø Follows all company policies as they relate to pertinent areas.
Ø Promotes positive guest and employee relations.
Ø Fully understands and can follow all fire and emergency procedures.
(Ref: 156)
