Job Description
Prior HOTEL night audit or Front Desk experience REQUIRED.
- Must have knowledge and understanding of all front desk associate job requirements.
- Record messages for next shift and management, especially guest related issues and early morning call outs.
- Communicate with housekeeping and front desk of any no-shows, room moves, early check-outs, etc.
- Have a thorough working knowledge of hotel property management system, Opera.
- Working knowledge of all rates, packages, and booking restrictions.
- Monitor guest accounts and post charges.
- Review accounts and charges with guests during the check out process.
- Professionally handle guest complaints, solving problems, and follow up using Ethan Allen's service culture standards, apologize and empathize with guests when responding complaints.
- Record guest comments or complaints, referring customers to managers as necessary.
- Maintain the lobby and sitting area including ensuring the coffee, other beverages and snacks are replenished and maintained.
- Handle all lost and found inquiries efficiently and professionally, following proper guidelines
- Recording and setting wake up calls.
- Deposit guests' valuables in hotel safes or safe-deposit boxes.
- Responsible for safekeeping and issuance of keys.
- Balancing of daily postings and revenue in system.
- Timely and accurate preparation and distribution of daily reports be email.
- Expeditious and diplomatic resolution of guest issues.
- Full knowledge in all emergency procedures (fire, safety, disaster, etc.).
- Security checks of entire building are done routinely through the night, including locks and energy efficiency program.
- Accurate preparation of VIP, complimentary, house use rooms and out of order lists.
- Ensure proper registration of guests and credit procedures are followed.
- Efficient processing of guaranteed/no show billings.
- Adhere to all systems and controls procedures.
- Complete third shift night audit checklist and responsibilities are complete.
- Completion of the M3 Night Audit spreadsheet each shift (total estimated time for all of this would be 30 minutes).
- Entry of the daily report data from the summary page of the above report into the M3 Acknowledge Accounting system (total estimated time 30 minutes).
- Exporting of the Daily Reports from M3 and emailing same to various department heads at the hotel (estimated time 5 minutes).
Hotel Specific Essential Functions
- Flexibility to perform job responsibilities outside of this job description that may require assisting other departments in their regular functions.
- Ability to comply with all hotels policy and procedures.
- Ability to work 11pm to 7am any night of the week if needed (ie. Cover vac., sick days, etc.).
- Ability to stand for 8 hrs length of time.
- Ability to lift 30 lbs.
- Ability to bend frequently during a shift.
Technology and Equipment
- Proficiency in M3 accounting software, Windows office pack, Excel, Outlook, Word and Multi-line phone system
- Maintain room inventory on property operating system
- Processes credit card transactions on a credit card terminal
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Job Tags
Part time, Work at office, Shift work, Early shift,