Kenmore Village Hotel Overnight Front Desk Agent

Think Hospitality•Miami Beach, FL

19d

About The Position

The Overnight Front Desk Agent balances hotel room revenue, food and beverage, retail outlets, valet postings, house accounts, and settlements in Opera and Micros, and performs and settles all end-of-day procedures. The role also performs front office functions, provides information and assistance to guests, and may occasionally perform overnight security duties or shifts. The agent conducts detailed night audits across front office, food and beverage, banquet, retail, valet, telephone, and house-account activity. Responsibilities include reconciling reports and settlements, checking that Opera and Micros figures agree, completing room and tax postings and end-of-day rollover, preparing reports and supporting records, and organizing audit work for distribution to the Income Auditor. The agent reports discrepancies and operational or guest issues to the appropriate managers and maintains the hotel’s computer backup procedures. The role supports guests with hotel information, requests, wake-up calls, reservation processing, registration, early departures, and relocation when necessary. The agent receives and passes on shift information, maintains arrival and departure details and VIP information, and upholds hotel policies, service standards, security practices, grooming requirements, and emergency procedures.

Responsibilities

Receive the handover from the PM Shift, read and initial the log book, and follow up on outstanding requests.
Check Opera figures, room availability, and percentages; prepare emergency backup reports; and verify that pending departures and special requests for arriving VIPs have been addressed.
Perform bucket checks to ensure guest information, arrival and departure dates, payment methods, addresses, and signatures are registered and updated.
Prepare discrepant room reports and credit limit reports for guest folios and house accounts, noting additional credit where applicable.
Balance cashier settlement reports against cashier summaries, POS reports, deposit summaries, and net cash settlements; identify discrepancies.
Balance and audit front office postings and settlements, including room and count sheet corrections and their supporting explanations and approvals.
Balance credit cards against cashier reports and credit card folios, and prepare credit cards for submission.
Verify that all food and beverage tickets, including banquet, cash bar, and special event tickets, have been turned in and that there are no open tickets in the system.
Separate room service and restaurant checks routed to the City Ledger or House Accounts, and balance food and beverage activity to guest folios and POS reports.
Complete daily summaries and balance and audit all hotel food and beverage outlets.
Prepare and balance banquet spreadsheets using food and beverage checks, POS financial data, and cashier summary reports.
Balance retail outlets and ensure signed retail room charges are correctly processed to guest folios.
Balance and audit valet postings in guest folios against tickets and quantities.
Ensure telephone call accounting reports are complete, the system is functional, and call charges are posted to guest folios.
Prepare allowances and miscellaneous charges with appropriate approvals and descriptions, and prepare them for PC routing.
Balance and zero out guest balances nightly before end of day; prepare the nightly House Account Summary for PC routing.
Perform room and tax postings, excluding selected house accounts, end-of-day rollover, and credit card settlements in Opera and Micros.
Organize night audit records for distribution to the Income Auditor and report problems or discrepancies to the Night Manager, Income Auditor, and Assistant Financial Controller daily.
Ensure hotel computer system copying and backup procedures are completed, including changing the backup tape nightly.
Coordinate newspaper delivery, check special newspaper requests, and prepare and distribute end-of-day reports.
Process no-shows and cancelled reservations, ensure wake-up calls are processed, and update the pass-on log with new arrivals, departures, and VIPs.
Report guest issues and emergency situations to the Night Manager.
Provide guests with information about hotel services, operating hours, key personnel, daily activities, and special functions.
Assist with guest relocation when necessary in a professional and diplomatic manner.
Prepare registration cards for new arrivals, process early departures, and hand over information to the AM Shift.
Occasionally perform overnight security duties or shifts.
Follow employee handbook and hotel policies, including fire, hygiene, health, safety, security, and emergency procedures.
Maintain punctual attendance, correct clock-in procedures, required grooming, clean uniform, personal hygiene, and professional conduct.
Handle guest and employee inquiries courteously and efficiently, report complaints or problems to a supervisor or manager on duty, and maintain high service standards.
Work to the best of one's ability, act with financial awareness, maintain good working relationships, and comply with applicable legal matters.
Do not work under the influence of drugs or alcohol, carry weapons on the property, or communicate with the press about Think Hotel Group, its clientele, or the hotel's owners.
Perform additional duties assigned by the Director of Finance, Assistant, or Income Auditor.