JOB SUMMARY
Responsible for overseeing front desk duties during the night shift that include responding in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. Audit, balance, and report on the various areas of the hotel to provide accurate, timely information and to ensure company and Hotel policies and procedures are followed.
CORE RESPONSIBILITIES
- Responsible for running all overnight duties at the Front Desk.
- Complete Night Audit procedures which include reporting, managing, and updating all official documentation pertaining to the role, balancing accounts from the day shift, and completing tasks to set hotel staff up for success the following day.
- Audit, balance, post, and report on the front desk to include but not limited to; room charges, phone calls, zero balance folios, corrections, adjustments, taxes, disputed charges, over/short figures, deposits, etc., to ensure accuracy and verify proper cash handling procedures are followed.
- Balance and close all bank ticket codes, daily.
- Run night audit final after ensuring all revenues are in balance nightly.
- Greet and complete established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
- Facilitate guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
- Utilize excellent hospitality skills, which include:
- Smile and greet every guest using their name
- Speak to the guest in a warm, friendly, and courteous manner
- Display genuine and enthusiastic interest in the guest
- Pay complete attention and listen to understand
- Anticipate guest needs and be flexible in responding to them
- Be knowledgeable about your job
- Answer calls and queries related to potential booking.
- Ensure customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference.
- Maintain good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
- Take ownership of guest requests and complaints; resolve them in a professional manner.
- Stock gift shop on a daily basis and ensure inventory levels are adequate.
- Ensure that equipment at the front desk is in working order.
- Be familiar with day-to-day issues with rooms.
- Have knowledge of any and all promotions and/or current programs.
- Maintain a high standard of personal hygiene and be in proper uniform at all times.
- Ensure that all information pertinent to the desk or related areas is passed on to the following shift manager or supervisor.
KNOWLEDGE, SKILLS, AND ABILITIES
- Ability to read and interpret documents such as safety rules, safety awareness information, operation and maintenance instructions, and procedure manuals.
- Ability to keep logs and to speak effectively to customers and associates.
- Ability to operate personal computer, cash register and calculator.
- Ability to compile facts and figures.
- Excellent telephone and guest relations etiquette and skills.
- Moderate hearing required to communicate with guests.
- Excellent vision required for viewing of computer screen and operate OPERA system.
- Excellent speech communication skills required to communicate with guests over the telephone.
- Excellent comprehension and literacy required for reading daily reports, numbers, etc.
MINIMUM QUALIFICATIONS
- Previous hospitality experience is not required but is highly recommended.
EDUCATION/ FORMAL TRAINING
- High school education or equivalent experience.
LICENSES / CERTIFICATIONS
WORK ENVIRONMENT
- Prolonged standing at indoor, thermostatically climate-controlled work station.
- Work inside 95% of the time.
PHYSICAL DEMANDS
- 90% of shift is standing, bending/kneeling.
- Mobility - must be able to reach all areas of hotel to assist clients.
- Prolonged standing.
- Occasional carrying and lifting of files and office items up to 25 lbs.
PERKS & BENEFITS
FULL TIME BENEFITS:
- Medical, dental, and vision insurance
- Health Savings Account
- Basic Life and AD&D insurance
- Accident & Critical Illness insurance
- Paid time off for vacation, sick time, and holidays
- Eligible to participate in the Company's 401(k) program with employer matching
- Complimentary employee lunch
- Free golf!
- Friends & Family Discount at Homestead
- Eligible to participate in the Employee Referral Bonus Program
Homestead is an Equal Opportunity Employer
