Front Desk Agent/Night Auditor

Holiday Inn Express Penns Landing•Philadelphia, PA

13h

About The Position

The Front Desk Agent/Night Auditor is often the first point of contact for hotel guests and helps create a positive first impression through warm, knowledgeable service and helpful guidance. The Night Auditor attends to late-night guests and works to meet or exceed the hotel’s standards for exceptional service. The role may also include processing daily audits of the hotel’s financial data. This position performs front desk guest-service and administrative tasks, including check-in and check-out, responding to guest questions and concerns, processing payments, maintaining room-status communications and daily logs, and following hotel safety procedures. The role may require removing snow and salting exterior areas when necessary. The employee works with other departments to support excellent quality and service and performs additional duties as assigned by management.

Requirements

High school diploma or equivalent is required.
Ability to read, write, speak, and understand English.
Accuracy and speed in executing assigned tasks and job responsibilities.
Ability to work a variety of days, including overnights, weekends, and holidays.
Strong customer-service skills when interacting with guests.
Ability to exercise good judgment and self-control.
Basic computer skills to operate property-management and reservation systems.
Basic math skills for handling cash and credit cards.
Good comprehension and communication skills, including the ability to listen to and understand verbal information and ideas.
Ability to prioritize responsibilities and work independently during periods of reduced occupancy.
Demonstrated enthusiasm, trustworthiness, personal integrity, and honesty.
Attention to detail and ability to plan, prioritize, multitask, and meet job responsibilities in a fast-paced environment.
Demonstrated ability to operate safely in the workplace.
Ability to occasionally lift and carry items up to 20 pounds.
Ability to hear and speak with employees and guests in person or by phone.
Ability to bend, stoop, climb, stretch to reach, push, stand for long periods, sit, kneel, and twist.
Ability to see and read computer screens and paper.
Ability to use hands and fingers to operate tools and equipment.
Ability to remain alert and work safely.

Nice To Haves

Hotel or motel experience is preferred.
Experience with and knowledge of front desk operations is preferred.

Responsibilities

Welcome guests in a friendly, prompt, and professional manner, recognizing IHG Rewards Members as well as new and returning guests.
Check guests in, issue room keys, and provide information about hotel services, amenities, the surrounding area, and events.
Collect required identification and payment information at check-in.
Upsell rooms when possible to maximize hotel revenue.
Answer phones promptly and courteously.
Respond efficiently to guest complaints and special requests, taking immediate action to ensure guest satisfaction.
Communicate outstanding guest requests or issues to management when monitoring or follow-up may be needed.
Check guests out, including resolving late, incorrect, or disputed charges.
Process daily cash and credit card transactions accurately using established procedures.
Communicate room status to department heads through prescribed reporting procedures.
Follow established hotel safety protocols and procedures.
Immediately report health and safety incidents, security breaches, concerns, or suspicious behavior to the supervisor or manager on duty.
Maintain daily logs according to hotel procedure.
Remove snow and salt exterior areas when necessary to help ensure guest safety.
Work as part of a team and communicate with other departments according to hotel procedures to support excellent quality and service.
Process the daily audit of financial data.
Perform additional duties and responsibilities as assigned by management.