Front Desk Agent/Night Auditor

Westmont Group•El Paso, TX

About The Position

JOB SUMMARY: The Front Desk Agent - performs pre-registration and registration duties for incoming guests. The Front Desk Agent will check guests in and out, make room reservations, and track and report room statuses and rates. The Front Desk Agent must also be available to all guests who need to report a complaint or request a service. The Night Audit - Balance and audit for accuracy room revenue, food and beverage revenue, cashier’s reports, and guest and house accounts and telephone revenue; assisting the preparation of all reports relevant to daily revenues. Complete and transmit daily management and accounting reports and supporting documents. You will act as hotel system liaison during night hours and perform all Guest Service Representative functions as required; you may assist in booking room reservations; answering hotel phone calls and notifying guests of message. You may also assist with other duties as assigned. This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked weekly. We use email to reach potential candidates who have applied for positions with us. Check your inbox, indeed mail, or junk email folder for emails from us. We also use the telephone. If you have voice mail that’s not set up, please do so to ensure that we can leave a message for you.

Requirements

Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills, and abilities.
Attention to detail and strong communication, organizational, and interpersonal skills are important.
Considerable skill in using a calculator and preparing moderately complex mathematical calculations without error.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
Ability to read, listen, and communicate effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergencies.

Nice To Haves

High school diploma preferred.
Prior hospitality (hotel) experience is highly preferred.
Hotel experience preferred.

Responsibilities

Greet customers immediately with a friendly and sincere welcome.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including the number of guests and room rate.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash; make a change and balance an assigned house bank.
Promptly answer the telephone using positive and clear English communication—input messages into the computer.
Close guest accounts at the time of checkout and ensure guest satisfaction.
Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.
Adheres to all company policies and procedures.
Follows safety and security procedures and rules.
Knows department fire prevention and emergency procedures.
Utilizes protective equipment.
Reports unsafe conditions to supervisor/manager.
Reports accidents, injuries, near-misses, property damage, or loss to supervisor.
Provides for a safe work environment by following all safety and security procedures and rules.
All team members must maintain a neat, clean, and well-groomed appearance.
Assists other Front Desk Personnel when needed.
Perform any related duties as requested by the supervisor/manager.