Front Office Agent/Night Audit Relief
Reports To: Front Office Management
Major Duties and Responsibilities:
- Assures that front desk is covered and maintained at all times.
- Reviews arrivals and departures for guest preferences to ensure customer satisfaction.
- Checks guests in and out of hotel and summons bellman or other assistance if needed.
- Provides information and acts as a resource of services to guests or hotel visitors by making restaurant reservations/suggestions, arranging car services, giving directions, etc.
- Responds and acts on guests complaints, service or security problems.
- Checks for proper functioning of alarms and cameras.
- Reviews logbook for any actions or messages passed on by previous shift.
- Performs switchboard responsibilities ensuring that all calls are answered, and all wake up calls are delivered in a timely fashion according to Pestana standards.
- Ensures proper backup is attached to the corresponding folios.
- Monitors and ensures that security officers perform responsibilities as required.
- Ensures that all guest charges are posted accurately to the guest folios.
- Runs and verifies pre-audit steps to ensure final update accuracy.
- Reviews the room rate variance report and checks for obvious or questionable rates.
- Investigates questions and corrects if errors found.
- Balances all credit card and direct bill payments before transferring to city ledger.
- Ensures all interfaces are operational.
- Generates direct billing statements.
- Prints out statements of all bills transferred to city ledger.
- Packages all night audit backup material for review by the hotel accountant.
- Passes on any information gathered during the audit that may be of significance to the hotel accountant via e-mail.
- Handles guest complaints and resolves all guest issues resulting in win-win outcomes.
- Prints and labels registration cards for next day's arrivals.
- Monitors present day availability and house count and take appropriate action as needed.
- Familiar with crisis manual and be able to put into action as needed.
- Prints reports for start of the business day, for the General Manager, Front Desk and Housekeeping.
- Maintains and accounts for assigned cash bank and front office cash record.
- Prepares a bank count sheet for manager.
- Understands the Pestana product and brand identity and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures.
- Trains on and executes all applicable Pestana Standard Operating Procedures.
- Performs miscellaneous duties as required.
Experience and Qualifications:
Essential:
- Proficiency in Opera PMS/Opera Cloud PMS.
- Night Audit experience (preferred).
- Previous Hotel Front Desk experience.
- Proven team player with a high level of energy and motivation.
- Results oriented.
- Fire Safety Certified (preferred).
- High School diploma.
Job Type: Full-time
Pay: $24.91
Benefits:
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401(k)
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Employee discount
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Health insurance
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Paid time off
Schedule:
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8 hour shift
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Day shift
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Holidays
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Night shift
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Weekends as needed
Work Location: In person
