- Verifies and balances entries and records of financial transactions reported by the front desk during day, using adding, bookkeeping, and calculating machines
- Reconciliation of guest payments, running audit reports, calculating revenues, correcting errors, verification of cashier work, guest registration and check-out, and reservations work
- Resolves hanging balances left on guest accounts. Document and communicates any discrepancies and/or resolutions to management
- Maintain complete knowledge of and comply with all departmental policies/services and procedures/standards
- Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day
- Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction and inform Supervisor
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:
All property features/services, hours of operation
All room types, numbers, layout
All décor, appointments and location
All room rates, special packages and promotions
Daily house count and expected arrivals/ departures
Hotel availability status for any given date
Scheduled daily group activity - Verify impressed banks and ensure accuracy of contracted monies
- Document all guest requests, complaints or problems
- Record and relay messages accurately, completely and legibly
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information
- Verifies and makes corrections to Room Rate Report
- Performs other duties assigned
Requirements:
Qualifications/Requirements: - Previous experience working in a front desk, reception, or customer service position
- Three to six months previous experience in a night audit position preferred
- Previous experience with LMS preferred
- Able to compassionately work with upset guests in an effort to resolve their concerns
- Ability to read, analyze, and interpret guest room bills
- Able to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
- Comfortable promoting hotel room product and explaining different types of rooms available to guests
- Ability and willingness to promote the property and property events and amenities
- Ability to work efficiently and accurately with cash, on a computer, and a 10-key machine
- Able to work efficiently with minimal supervision
- High school diploma or equivalent preferred
- Ability to effectively communicate in English, both written and verbal
Required Work Cards
N/A
Physical Requirements - Regularly walk, sit, stand or stoop.
- Occasionally lift, carry, push, pull or otherwise move objects weighing up to 50 pounds
- Use tools or equipment requiring a high degree of dexterity
- Vision, hearing, speaking and literacy (critical)
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
- Work inside in a noisy, smoky, and hot or cold environment
- Communicate via radio
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Duties to be performed with or without reasonable accommodations. -
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Description
:Summary: Works under supervision of Front Desk Supervisor. Responsible for checking-in/out hotel guests, assuring rooms are prepared & ready to assign to the hotel guests. Responsible for monitoring and overseeing the daily assignments provided by the front desk clerks & completing the nightly audit. Responsible for handling guests requests or complaints.
Essential Functions:
