Night Audit Agent

The William Fell•Baltimore, MD

21h•$18 - $20

About The Position

The Night Audit Agent serves guests at the front desk and provides efficient, courteous, professional service in accordance with hotel standards, policies, and procedures. The role supports smooth hotel operations, assists guests with requests and problems, handles reservations and payments, and maintains a clean and secure front desk environment. The agent is expected to represent the hotel professionally, focus on guest needs, maintain confidentiality, and carry out reasonable management requests within their capabilities.

Requirements

Hotel knowledge, including hours of operation, staff, property information, and services.
Training on the hotel's property management system (PMS).
Training in guest communication.
Basic computer knowledge, including Word, Excel, PowerPoint, and the internet.
Effective verbal and written communication with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
Computer literacy, a professional yet friendly manner, and good customer service skills.
Confidence in making decisions and the ability to concentrate, work under pressure, and handle multiple tasks simultaneously.
Ability to maintain confidentiality of information.
Ability to read and visually verify information in a variety of formats; stand or walk for extended periods or an entire work shift; and move, lift, carry, push, pull, and place objects weighing up to 20 pounds without assistance.

Responsibilities

Report to work on time in a clean, proper uniform with a name tag and maintain appropriate grooming and appearance.
Follow hotel policies, procedures, internal rules, standards, hospitality guidelines, and cash-handling procedures.
Stay informed about hotel operations, daily events, changes, procedures, room rates, packages, discounts, promotions, rooms, amenities, features, and services.
Receive daily briefings about extraordinary events and know the AM, PM, and night checklists.
Operate the property management system (PMS), take same-day reservations, and enter reservations into the system.
Register guests, assign rooms, accommodate special requests, and provide information about hotel rewards and frequent traveler programs.
Answer calls promptly and according to telephone etiquette standards, no later than the third ring.
Handle safe deposit boxes, mail, messages, and confidential information appropriately.
Keep the front desk, back office, and computer equipment clean.
Assist guests with questions and problems, and resolve concerns using the Guest Response Program procedures.
Assist fellow associates to ensure work is completed on time.
Know and follow emergency procedures.
Use PMS passwords discreetly and log off the terminal when leaving the area.
Provide guests with information about the city, local area, and attractions.
Ensure proper credit when checking out guests and provide a zero-balance folio; process late charges according to procedure.
Bank out at the end of the shift using blind-drop procedures, secure the cashier bank when leaving the desk, and have the Front Desk Manager verify shift closing and enter the drop in the system.
Report unusual occurrences or requests to the manager.
Greet guests immediately, remain alert and attentive, offer assistance proactively, and represent the hotel professionally.
Be flexible with the work schedule and carry out other reasonable duties requested by supervisors.