- Maintain complete knowledge at all times of:
- All hotel features, services, hours of operation.
- All room types, numbers, layout, decor, appointments and location.
- All room rates, special packages and promotions.
- Daily house count and expected arrivals/departures.
- Room availability status for any given day
- Scheduled daily group activities.
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
- Meet with departing Front Desk Agent to review business status and follow up items.
- Access all function of computer system according to established procedures and standards.
- Set up work station with necessary supplies; maintain cleanliness throughout shift.
- Answer department telephone within three rings, using correct greeting and telephone etiquette.
- Promote positive guest relations to all individuals approaching the Front Desk.
- Accommodate all requests for information in a congenial manner.
- Process all guest check ins according to established hotel requirements:
- Confirm reservation in system and review all noted information
- For guests without a reservation, sell a room type as agreed upon
- Register guest in computer and generate a registration card
- Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated
- Assign guest room
- Advise guest of any messages, mail, faxes, etc. received for them
- Inform guest of room safe and mini bar key and room key procedures
- Issue parking passes validate valet parking tickets and enter information in computer
- Communicate services and amenities included in packages to guests on packages
- Obtain proper identification for tax exempt guests and attach form to registration card
- Obtain guest signature for designated paperwork
- Obtain Bell Person to escort guest and transport their luggage to the room.
- Maintain guest history files on all guests.
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
- Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals)
- File registration cards and vouchers in bucket by room number.
- Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
- Accommodate room changes expediently.
- Handle guest complaints according to the six step procedures, ensuring guest satisfaction.
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.
- Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
- Offer detailed information on the voice mail system to callers and guests wishing to leave message.
- Accept and record wakeup call requests; deliver to PBX.
- Issue safe deposit boxes to guests and ensure security of keys.
- Distribute all guest and department mail.
- Monitor, send and distribute guest faxes.
- Document and confirm reservations and cancellations.
- Block rooms in the computer and follow through on designated requirements.
- Pre-register designated guests and prepare key packets.
- Communicate pertinent guest information to designated departments/personnel (special requests, amenity delivery).
- Generate, print and distribute daily and weekly reports.
- Resolve discrepancies on the room status report with Housekeeping.
- Match the bucket check to in house guest ledger report; report discrepancies to manager.
- Process all check outs according to established hotel requirements.
- Resolve any late charges
- Present folio to guest and resolve any disputed charges
- Settle guest accounts following Accounting procedures
- Retrieve guest room key from guest
- Request guest comments on their stay
- Process express check outs throughout the shift.
- Handle requests for late check outs according to established hotel procedures.
- Conduct group check ins and outs according to established hotel procedures.
- Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.
- File guest room keys and ensure the safe keeping of keys at the Front Desk.
- Adhere to all cashiering procedures:
- Process adjustment vouchers, paid outs, correction vouchers, miscellaneous charges.
- Make change for guests
- Cash guests' personal checks/travelers checks.
- Post charges
- Settle room accounts
- Run closing reports
- Count bank at end of shift
- Complete designated cashier reports
- Balance receipts
- Drop receipts
- Secure bank
- Legibly document pertinent information in the log book
- Possess a complete working knowledge of PMS, POS, call accounting and movie systems.
- Correct errors or list discrepancies for adjustment.
- Compute percentages and totals and compare results with recorded entries.
- Inspect items on books of original entry to determine if accepted accounting procedures were followed in recording transactions.
- Analyses data obtained for evidence of deficiencies in controls or lack of compliance with management policies and procedures.
- Reconcile and complete all daily front desk as well as Food and Beverage cashier work.
- Run final trial balance to post rooms and close day.
- Run accounts receivable reports and other reports required for record keeping as designated by the Controller.
- Provide next day reports for Front Office, Housekeeping, Sales and Accounting Offices as required
- Transmit credit card vouchers electronically via modem to authorized vendors.
- High school graduate or equivalent
- Previous experience in customer service.
- Must be able to compute accurate mathematical calculations
- Must be able to clearly communicate with guests, visitors, management and coworkers to their understanding, both in person and by telephone.
- Must be able to provide legible communication and directions
- Ability to prioritize, organize and follow up
- Ability to work well under pressure of constant frequent arrivals and departures
- Ability to maintain confidentiality of all guests and hotel information
- Ability to ensure security of guest room access
- Ability to remain stationary at assigned post for extended periods of time
- Ability to work cohesively with other departments and coworkers as part of a team
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Description
The Hotel Abri located in San Francisco, CA is looking for exemplary customer service focused individuals to join their front office teamJOB DESCRIPTION
Job Title: Night Auditor
Division: Front Office
Supervision Received: Front Office Supervisor and Front Office Manager
JOB SUMMARY Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.
JOB DUTIES
