Front Office Agent/Night Audit Relief

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:

• 401(k)
• Employee discount
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekends as needed

Work Location: In person