Front Desk Agent /Night Auditor Relief

Horseshoe Bay Resort•Santa Monica, CA

8d•$29 - $34•Onsite

About The Position

Front Desk Agents are responsible for greeting and registering guests, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Primary responsibilities include registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.

Requirements

Greeting and registering guests
Checking guests out of the hotel
Inputting and retrieving information from the computer
Confirmation of guest information and room rate
Selection of rooms
Coding electronic keys
Promoting marketing programs
Providing a welcome packet
Ensuring guest knows location of room and/or has a bell person accompany him/her
Using the point-of-sale system
Handling money
Processing credit and debit cards
Accepting and recording various forms of payment
Converting foreign currency
Making change
Processing gift certificates and cards
Demonstrate a thorough knowledge of hotel information
Answering guest questions and inquiries
Responding to guest inquiries and requests
Resolving issues in a timely, friendly, and efficient manner
Fielding guest complaints
Conducting research
Resolving and negotiating solutions for guest satisfaction
Receiving, inputting, retrieving, and relaying messages to guests
Conducting nightly audits of all financial transactions
Using property management systems
Verifying the accuracy of daily revenue reports
Reconciling discrepancies promptly
Monitoring hotel security procedures
Monitoring emergency protocols
Preparing detailed shift reports
Preparing incident logs
Preparing audit documentation for management review
Maintaining confidentiality of sensitive information
Providing exceptional guest relations and support

Responsibilities

Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her.
Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards.
Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner.
Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.
Receive, input, retrieve, and relay messages to guests.
Conduct nightly audits of all financial transactions, including room charges, payments, and adjustments using property management systems.
Verify the accuracy of daily revenue reports and reconcile discrepancies promptly.
Monitor hotel security procedures and emergency protocols to ensure guest safety throughout the night.
Prepare detailed shift reports, incident logs, and audit documentation for management review.
Maintain confidentiality of sensitive information while providing exceptional guest relations and support.