Overnight Front Desk Agent (Night Auditor)

Omni Hotels & Resorts • Austin, TX

403d • $41,600 - $41,600

About The Position

The Overnight Front Desk Agent (Night Auditor) at Omni Hotels & Resorts is responsible for ensuring the smooth operation of the front desk during the night shift. This role involves overseeing audit functions, managing financial transactions, and maintaining security protocols while providing exceptional customer service to guests. The position requires attention to detail, strong organizational skills, and the ability to handle various front office tasks efficiently.

Requirements

• Excellent customer service and problem solving skills.
• Strong communication, computer and organizational skills.
• Maintain a professional business appearance, attitude, and performance.
• Prior guest service and problem solving experience required, preferably hotel front office experience.
• Prior cash handling experience required.
• Ability to work independently and as part of a team, coordinating effectively with other departments.
• Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
• Stand, walk or sit for an extended period or for an entire work shift.
• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.
• Previous experience working Overnight Shift preferred or understanding of Overnight Shift requirements.

Responsibilities

• Preparation of daily reports and distribution as directed.
• Accurate preparation of VIP, complimentary, house use rooms, and out of order lists.
• Conduct back up procedures for Epitome and drop tape nightly.
• Handle Express checkouts, ensuring their completion.
• Complete the third shift Night Audit checklist.
• Balance daily postings and revenue.
• Ensure adequate communication the following morning to all necessary departments by communicating through 'Pass On' emails.
• Understand all front office standards and assist in solving deficiencies.
• Document errors made by cash handling auditors.
• Prepare In-house allowance and adjustment spreadsheets each day.
• Ensure the nightly transmission of credit card information through IPU and Epitome.
• Be thoroughly acquainted with all check-in and check-out procedures and policies.
• Act as the main liaison between guests and the hotel during overnight hours.
• Protect confidential guest information and guest room key access according to front office SOP's.
• To be thoroughly acquainted with PBX Operator duties.
• Know emergency procedures and the alarm system in the PBX department.
• Handle guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
• To be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, and execute to standard.
• Be familiar with all systems and equipment as related to the Front Office (EPITOME, Nucleus, Synergy, Two-Way Radio Dispatch, ISD Firepanel).
• Understanding all hotel rate plans and rate codes, and the rate strategy when making rate changes for guests.
• Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program).
• Know all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage).
• Understand the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing).
• To be familiar with local attractions and businesses.
• Understand and perform cash handling processes.
• Understand the importance of our Medallia scores.
• Maintain Four Diamond Standards of guest service.
• Exhibit proper phone etiquette by answering the phone with a smile in your voice.
• Aid guests in locating other areas of the hotel; walking them to destination if possible.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Adhere to all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• Be pleasant, smile and greet all guests, using surnames when obtained.
• Be actively engaged with our guests.
• Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.
• Perform other duties and special projects as assigned by Front Office Management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Accommodation
• Education Level: No Education Listed