Front Desk Clerk and Night Auditor

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 manner.

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.'
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Work Location:

• One location

Job Types: Full-time, Part-time

Pay: $14.50 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Portage, IN (Required)

Ability to Relocate:

• Portage, IN: Relocate before starting work (Required)

Work Location: In person

Salary : $15 - $18