Holiday Inn in Mount Pleasant, MI is hiring a Front Desk Attendant/ Night Auditor to join our team!! Do you have customer service experience and want to work in the hospitality field? We would like to speak with you about this exciting opportunity! Apply Today!

Please note that hours worked as Night Auditor would be entitled to a $1.00 more pay per hour than the usual hourly pay of Front Desk Attendant.

Front Desk Job Description:

General Summary

A Front Desk Attendant is often the first and last person a guest will encounter during their stay. This means providing the highest quality of hospitality service is not only a duty, but a passion. From arrival to departure and every point of contact in between, a front desk attendant is expected to be friendly, knowledgeable and efficient. As the front line of the hotel, it is your mission to meet and exceed the expectations of guests.

Education/Experience
High school diploma or General Education Diploma is required. Additional studies in hospitality are encouraged.

Knowledge, Skills and Ability

• Must have the ability to speak, understand, read and write the English language.
• Must be able to multi-task effectively in a busy office and public atmosphere.
• Must have the ability to apply appropriate resolution to stressful situations.
• Must read and understand the Employee Handbook.
• Must be able to follow policy and perform to enhance professionalism in appearance and behavior.
• Must be able to compute basic mathematical calculations including addition, subtraction, multiplication and division.
• Must be able to perform basic computer skills (including Excel, Word, and E-Mail).

Duties and Responsibilities

Safety & Cleanliness

• Know and be able to execute Emergency Procedures.
• Practice safety standards at all times and keep the property safe for guests and fellow employees. Report any injuries or unsafe conditions to management.
• Prevent any person(s) not registered as a guest from the use of hotel amenities (pool, fitness, breakfast, etc.) Loitering is not permitted at the hotel.
• Maintain front porte-cochere by picking up trash, shoveling snow, melting ice, etc.
• Ensure cleanliness of all guest public areas at all times (i.e. vestibule, lobby, pool, and public restrooms).

Hotel Operations

• Know and live the mission and values of the hotel brand and company.
• Directly responsible for overall guest satisfaction during every interaction from confirmed reservation to the guest departure.
• Maintain a friendly and helpful attitude at all times.
• Greet every guest with a smile at 10 feet and a verbal greeting at 5 feet.
• Answer the phone within three rings with a smile and approved greeting.
• Apply appropriate problem handling method(s) to quickly and efficiently resolve any guest issues.
• Respond to in-house guest requests within 15 minutes unless otherwise specified by guest.
• Handle guest mail, messages and safe deposit boxes as outlined in additional policy.
• Effectively operate the hotel computer system or property management system.
• Develop a thorough knowledge of hotel staff, services, room locations, room rates, amenities, and hotel surroundings (i.e. shopping, restaurants, and medical facilities)
• Possess a working knowledge of hotel reservation and cancellation procedures.
• Ensure guest reservations have full and accurate contact information.
• Know guest loyalty program and accurately represent the brand’s membership benefits.
• Administer existing member’s benefits according to brand standard.
• Recruit new loyalty program members.
• Monitor room availability, selling strategies, and rate discounts.
• Knowledge of current package rates, group rates, local and national negotiated rates.
• Execute group reservations, manage blocks and cut off dates.
• Handle meeting/conference room inquiries, booking, and billing.
• Communicate with colleagues in all departments to meet needs of guests.
• Follow all cash handling procedures including the hotel credit and check cashing procedures.
• Open and close shift correctly. Make cash drops in accordance with proper cash handling procedures to ensure rotating banks stay at predetermined amount.
• Count bank at beginning and end of shift. Report all cash over/shorts to management. Comply with hotel and department accounting procedures.
• Knowledge of multiple different payment methods and billing procedures of guest reservations.
• Wash, dry, fold and bundle hotel linens and towels during down times and/or as needed.
• Maintain complimentary coffee bar.
• Complete shift work checklist as assigned.
• Must successfully complete education related to assigned duties and role.
• Other duties as assigned.

Night Auditor Job Description:

General Summary

Providing a lasting first impression filled with the highest quality of hospitality service. Beginning with guest reservations and to continue through the checkout process, it is every employee’s duty and passion to see that all guest needs will be handled in an efficient, gracious and professional manor.

Education/Experience

High school diploma or General Education Certificate is required. Additional studies in hospitality are encouraged.

Knowledge, Skills and Ability

• Must have the ability to speak, understand, read and write the English language.
• Must be able to multi-task effectively in a busy office and public atmosphere.
• Must have the ability to apply appropriate resolution to stressful situations.
• Must read and understand the Employee Handbook.
• Must be able to follow policy and perform to enhance professionalism in appearance and behavior.
• Must be able to compute basic mathematical calculations including addition, subtraction, multiplication and division.
• Must be able to perform basic computer skills (including Excel, Word, and E-Mail).

Duties and Responsibilities

• Know and live the mission and values of the hotel brand and company.
• Directly responsible for guest satisfaction scores from Arrival Experience through Departure Experience.
• Maintain a friendly and helpful demeanor at all times. Greet every customer with a smile at 10 feet and a verbal greeting at 5 feet.
• Night Auditors are to complete all Front Desk Clerk functions, in addition to accurately recording all revenue and statistics, completing daily and Housekeeping reports and segmenting room and house reports to proper markets.
• Effectively operate the hotel computer system or property management system.
• Possess working knowledge of hotel reservation and cancellation procedures.
• Know guest loyalty program. Recruit new guests for program. Execute benefits per brand standards for existing members.
• Know frequent guests by name and their preferences.
• Ensure all reservations have full and accurate guest contact information.
• Develop a thorough knowledge of hotel staff, services, room locations, room rates, amenities, and hotel surroundings (i.e. mall, restaurants, and medical facilities).
• Understand Service Recovery Program and execute to standards.
• Know how to work and trouble shoot all IT in Meeting Room(s)
• Monitor room availability, selling strategies, discounts and frequent guest program benefits.
• Open and close shift correctly. Make cash drops in accordance with proper cash handling procedures to ensure rotating banks stay at predetermined amount.
• Count bank at beginning and end of shift. Report all cash over/shorts to management. Comply with hotel and department accounting procedures.
• Understand and consistently follow all cash handling procedures including the hotel credit and check cashing procedures.
• Ensure all credit cards and cash funds are balanced throughout the shift.
• Audit guest accounts to ensure that room rate and coding is correct and consistent.
• Audit house accounts. Audit group accounts to ensure that postings these accounts are in accordance with sales contracts.
• Execute group reservations, manage blocks and cut off dates.
• Post room and tax to all active guest accounts.
• Run all computer reports to complete gross revenue report worksheets.
• Input revenue report figures. Complete the gross revenue report worksheets in a timely manner.
• Offer and properly handle requests for wake-up calls and “do not disturb” requests.
• Provide the highest quality of customer service to the guest at all times.
• Represent efficiency and friendliness in a manner that leaves a lasting impression.
• Use the guest’s name at least twice.
• Assists in Laundry and Housekeeping during down times and/or as needed.
• Maintain lobby restrooms, complimentary coffee stations (if applicable) and assist with breakfast set-up as required.
• Maintain front porte-cochere by picking up trash, shoveling snow, melting ice, etc.
• Practice safety standards at all times and keep the property safe for guests and fellow employees. Use wet floor signs, as required. Report any injuries or unsafe conditions to management.
• Handle guest mail, messages and safe deposit boxes as outlined in additional policy.
• Answer the telephone within three rings with a smile and approved greeting.
• Complete the shift work Checklist as assigned.
• Complete Person-In-Charge Responsibilities
• Know and be able to execute Emergency Procedures.
• Must successfully complete education related to assigned duties and role.
• Other duties as assigned.

Working Conditions

Public, business atmosphere, located near building entrance in which temperatures may vary within reason of indoor climates. Lifting and carrying up to 10 lbs. may occur and with assistance, moving up to 50 lbs.Must be able to sit and stand for long periods of time.

Job Type: Part-time

Pay: $13.00 - $13.50 per hour

Schedule:

• 10 hour shift
• 8 hour shift
• Evening shift
• Monday to Friday
• Night shift
• Overnight shift
• Weekends as needed

Work Location: In person