Job Description
Responsible for performing dual responsibilities of a Front Desk Representative and Night Auditor. Assists front desk as needed and covers graveyard shift in the absence of the Night Auditor. Also responsible for providing consistent, courteous service to all hotel guests, ensuring an optimal level of guest service and satisfaction is achieved and maintained.
Job Responsibilities
Front Desk Representative
- Assists guests with checkout at the end of their stay in an efficient and timely manner.
- Responds to guest requests, complaints or inquiries courteously and promptly.
- Answers guest questions regarding Hotel and property facilities, events and ensures that adequate information is given.
- Maintains a working knowledge of the property as well as special events on and near the property in order to advise guests.
- Handles guest complaints or concerns in a polite, courteous and efficient manner.
- Ensures that the check-in and checkout process in handled in accordance with company policy by processing cash, credit card, and credit transactions accurately thus protecting the company’s assets.
- Distributes membership forms for rewards club cards.
- Creates new rewards club accounts for guests.
- Prints rewards club cards for guests with existing accounts.
- Issues rewards for guests when appropriate level of play has been established.
- Works with the Bell Staff and Concierge to ensure a high level of guest service.
Night Auditor
- Prepares and distributes management reports to Hotel Administration and the Finance Department.
- Posts room and tax charges to guest accounts.
- Assists, if needed, with Hotel Housekeeping and Bell Desk.
- Responds to guest requests, complaints or inquiries courteously and promptly.
Job Requirements
- High School diploma or GED required.
- Some college courses in Hotel Management preferred.