Reports To: Front Office Manager

Requirements: 

• Minimum of a high school diploma. Higher level of education preferred.
• 3 years hotel front office experience with a minimum of 1 year as a Night Auditor.
• Must be able to work night shifts.

General Responsibilities: 

• Ensure proper completion of all front office and night audit duties.
• Direct and coordinate the activities of all night shift staff.
• Effectively, properly, and accurately analyze the day’s operating results and perform daily assigned duties including:
• Conduct the Night Audit in accordance with Fine Hospitality standards.
• Operations analysis and reporting:

Accounts Payable

Accounts Receivable and direct billing

End of day statistics

Labor hours

Daily Flash Report (DFR)

Front office room inspection reports

Competition survey

Prospecting for lead generation

Operations statistics report – labor cost/room, etc.

Primary Functions: 

Accounting

• Properly and accurately conduct the audit and accounting functions in a timely manner and transmit the information to the corporate office.
• Prepare and transmit the payroll information and statistics.
• Prepare and distribute the Daily Flash Report (DFR)
• Night Audit procedures
• Reconciles credit card transactions and cash received for the day

Profit

• Prepare and distribute the daily cost per occupied room (CPOR) data and statistics.

Quality

• Compile and enter the data from the Front Office Room Inspection forms
• Perform the regular Front Office duties.

Work Ethic

• Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, nurture a positive, professional work environment.

Specific Responsibilities: 

• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations.
• To provide accurate and timely reports for the General Manager to review.
• Be proficient on the use of the Property Management System and be able to train front desk personnel on the system.
• Balance and audit for accuracy.
• Transmit credit card batches.
• Complete and transmit daily management and accounting reports
• Have a good understanding of all of hotel operating procedures.
• Review front office communications logs.
• Supervise delegated responsibilities and follows up.
• Be able to use all front office equipment such as credit card machine, copier, and fax.
• Inform the General Manager of any unique situations, or unusual developments in front office operations.
• Handle guest complaints effectively and tactfully at all times.
• Be able to coordinate and efficient handling of incoming phone calls, emails, facsimiles, and messages.
• Understand the Chart of Accounts.
• Process reservations by mail, telephone, fax and central reservation systems referrals.
• Process reservations received from sales office and other hotel departments.
• Be knowledgeable of room types and offered rate plans.
• Fully understand hotel’s franchise policy on guaranteed reservations and no- shows.
• Willing to assist in other areas as required, including but not limited to trash disposal in all public areas.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.

Optimum Attributes: 

• Effective Communication skills
• Good team player
• Well-groomed and professional appearance.
• Open with praise, discrete with criticism.

Performance Standards: 

Performance shall be measured by:

• Keeping current with reporting properly, accurately, and in a timely fashion.
• Timely sending accurate Daily Flash Reports (DFR)
• Checking and sending timely and complete New Hire Packets.

Source: Hospitality Online