Kenmore Village Hotel Overnight Front Desk Agent

Think Hospitality•Miami Beach, FL

21d

About The Position

The Overnight Front Desk Agent is responsible for accurately balancing hotel room revenue, food and beverage, retail outlets, valet postings, house accounts, and settlements in Opera and Micros. The role performs and settles end-of-day procedures and carries out Front Office functions, including guest assistance and occasional overnight security duties or shifts. The agent audits and reconciles front-office and outlet transactions, prepares and distributes end-of-day reports, processes room and tax postings and credit-card settlements, and organizes audit materials for the Income Auditor. The position also supports overnight guest services, reservation processing, shift handovers, and hotel safety and security procedures. It requires adherence to hotel policies and standards for service, appearance, hygiene, punctuality, confidentiality, and workplace conduct.

Responsibilities

Receive the handover from the PM shift, review and initial the log book, and follow up on outstanding requests.
Check Opera figures, room availability, and occupancy percentages; prepare emergency backup reports and verify departure and VIP-arrival requirements.
Perform bucket checks to confirm guest information, dates, payment methods, addresses, and signatures are registered and updated.
Prepare discrepant-room 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 cash and settlement totals; investigate discrepancies.
Balance and audit Front Office postings and settlements, verifying corrections, explanations, and approvals.
Balance credit cards against cashier reports and folios and prepare them for submission.
Confirm all Food & Beverage tickets are submitted at closing and that no tickets remain open; separate checks routed to City Ledger or House Accounts and reconcile them with guest folios and POS reports.
Balance and audit hotel Food & Beverage outlets, confirming Micros figures match Opera before End of Day.
Prepare and balance banquet spreadsheets using daily F&B checks, point-of-sale financial data, and cashier summaries.
Balance retail outlets and verify signed retail room charges are correctly processed to guest folios.
Audit valet postings against tickets and quantities.
Verify 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 for PC routing.
Balance and zero out the guest-with-a-balance report nightly before End of Day; prepare the nightly House Account Summary for PC routing.
Perform room and tax postings, End of Day rollover, and credit-card settlements in Opera and Micros, excluding selected house accounts from room and tax postings.
Organize Night Audit work for distribution to the Income Auditor and report daily problems or discrepancies to the Night Manager, Income Auditor, and Assistant Financial Controller.
Ensure hotel computer-system copying and backup procedures are completed, including changing the backup tape nightly.
Coordinate newspaper delivery and check special newspaper requests.
Prepare and distribute end-of-day reports; process no-shows and canceled reservations.
Process wake-up calls and update the pass-on log with the new day's arrivals, departures, and VIPs.
Perform additional duties assigned by the Director of Finance, Assistant, or Income Auditor.
Report guest issues or emergencies to the Night Manager and perform occasional overnight security duties or shifts.
Provide guests with information about hotel services, operating hours, key personnel, daily activities, and special functions.
Assist with guest relocations professionally and diplomatically.
Prepare registration cards for new arrivals, process early departures, and hand over information to the AM shift.
Follow employee handbook and hotel fire, hygiene, health, safety, security, and emergency procedures.
Maintain punctuality, correct clock-in procedures, grooming, uniform, personal hygiene, professional conduct, and productive working relationships.
Handle guest and employee inquiries courteously and efficiently, report complaints or problems to a supervisor or manager on duty, and maintain high service standards.
Use knowledge of legal matters to the best of one's ability; do not work under the influence of drugs or alcohol, carry weapons on property, or communicate with the press about Think Hotel Group, its clientele, or hotel owners.