Night Front Desk Agent

Job Description

To ensure the safety and security of guests and ensure the accurate and timely completion of the night audit function during the hours of 11pm – 8am.

 

KEY ROLES & RESPONSIBILITIES

• Meet and greet guests; efficient handling of check-in and check-out
• Ensure effective shift hand-over
• Working knowledge of Front Office systems, back-up and system recovery procedures
• Check arrival reports for the following days, special requests etc. and take action if necessary
• Check that the amenity orders for the next day’s arrivals are assigned correctly and is communicated to department in concern.
• Conduct credit card checks; post room charges
• Review Data Quality report of the day and ensure all relevant information’s are correctly updated.
• Review and monitor early morning wake up call procedures
• Maintain correct guest registration cards
• Communicate guest complaints and problems, resolved or unresolved, to your Supervisor at shift change-over and document in log book
• Complete knowledge of all room types, hotel matrix, and facilities
• Review guest arrival lists and anticipate needs
• Operate communication equipment; manage incoming and outgoing calls effectively
• Ensure staff adhere to Standards and Procedures for cash handling
• Adhere to correct banking procedures; maintain own cash float
• Work closely with security to maintain safety in the Hotel
• Is fully aware of the Credit Policy
• Ensure daily report is produced correctly and delivered in the morning
• Oversee Night Audit Function which includes :

• Produce Revenue Reports
• Perform file back up maintenance
• Review all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers
• Week-end and Month-end reports completed in line with policy

• Adhere to OH&S policies and procedures and ensure your direct reports do the same

 

• Good organizational skills
• Strong written and verbal communication skill in English
• Good level of engagement with residents
• Ability to work cohesively with co-workers as part of a team
• Ability to promote positive relations with all guests and colleagues
• Display high levels of integrity, dedication and support for continuous improvement
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Able to exercise good judgment with difficult guests
• Good knowledge of the entire Front Office Operations
• Able to develop rapport with and gain support from Colleagues and Management staff
• Knowledge of Opera Property Management System preferred

 

Qualifications

• Minimum 2 years Front Office/ Night Auditor experience preferably in a  five star hotel