Front Desk Associate/Night Auditor

Job Title: Night Auditor/Front Desk Associate

Reports To: General Manager

FLSA Status: Non-Exempt

Summary: The Night Auditor/Front Desk Associate is responsible for checking guests into the hotel while reconciling the previous day’s business.  In addition, the associate answers any questions the guests or visitors may have and responds to concerns/needs that arise during their stay.  

Schedule:  11pm-7am  (Audit shift) 3-4 days per week; 1-2 days other shifts as needed; weekends and holidays are required.

Essential Duties and Responsibilities:

• Processes guest check-in and check-out in a hospitable and friendly manner
• Provides good customer service
• Enforces  and  executes  all  cash  handling,  check, and credit policies in order to accurately balance transactions, charges and payments, and guest billing 
• Delivers all guest messages, mail, and packages in a timely manner
• Maintains accurate  guest and room status information by completing thorough reviews as assigned
• Operates front desk equipment 
• Maintains consistent communication especially with all departments
• Completes necessary shift paperwork and ensures accuracy on: shift checklist, log book, courtesy call back log, and all other forms or checklists assigned. 
• Verifies credit cards for authorization using electronic acceptance methods
• Closes  guest  accounts  at  time  of  check  out  and  assures  satisfaction
• Researches and attempts to resolve problem within established guidelines
• Completes the reservation process for both guest rooms and meeting rooms ensuring the correct rate from the Property Management System is provided
• Assists with cleaning the lobby  and public areas and monitoring/stocking the Coffee Bar, Suite Shop/Market, and Business Center.
• Completes coaching calls as required and receives a 7 or higher on 2 tests calls, if tested.
• Processes all PMS reports to close and reconcile the day's transactions
• Submits the Drift Report to the corporate office
• Operates the laundry as directed
• Completes a minimum of 2 Internet sales leads per week instructed by the General Manager 
• Monitors the Fitness Center and Pool/Spa areas, logs chemical checks and water levels.
• Preps for Breakfast (audit shift)
• Performs all other duties as may be assigned

Competencies:

• Customer Service - Manages difficult or emotional client and employee situations; Responds promptly to client and employee needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meet commitments.
• Safety - The employee is safety conscious about the work environment and equipment. The work area is free of debris to prevent trip and slip hazards. All products and equipment are stored in its proper location. All safety guards and other safety devices are in its proper location, are functional, and utilized effectively on a consistent basis. Standard operating procedures, safety work rules and good general manufacturing practices are followed on a daily basis.
• Communication:  Ability to read, analyze, and interpret documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to interact clearly and effectively, in both written and oral communication, with supervisor, clients, staff, vendors, etc.
• Computer Skills: General computer knowledge including but not limited to: Excel, Word, Microsoft Outlook, Access database, Adobe, and Internet Explorer.  Website training a plus. 
• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure, presence is professionally groomed and dressed.
• Time Management –   Reliability to scheduled shifts, prioritizes work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.

Qualifications:

Education and/or Experience: High School Diploma (or GED or High School Equivalence Certificate) preferred. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job requires the employee to regularly talk or hear and frequently to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to sit, stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, far vision, color vision, peripheral vision, depth perception, ability to adjust focus, climbing stairs, grasping, and pushing/pulling.