3rd Shift Front Desk Agent - Dow Hotel

About the role

This is a full-time, 3rd Shift position working 5 nights per week 11:30 p.m. – 7:30 a.m. at the Dow Hotel and Rockwell Lake Lodge.

Responsibilities

• Analyze and process the daily work of the hotel and conference center while handling front desk operations (answer phone, check guests in and out of rooms).
• Proficiency in the hotel property management system and sales and catering module to fulfill requirements for: Checking guests in and out of the hotel.
• Making changes/additions to guest profiles.
• Posting charges and payments.
• Processing payments/charges in computer and credit card machines.
• Reconciling daily credit-card entries and advanced payments.
• Auditing process and Business Office reports.
• Greet, assist and handle routine business matters with both internal and external clients.
• Make hotel reservations.
• Answer routine questions.
• Telephone coverage: answer and care for calls in professional manner.
• Analyze and process daily work of the hotels (Dow Hotel and Rockwell Lake Lodge).
• Complete daily audit reports – double-checking all work for accuracy.
• Generate client invoices and statements, emailing them for approval.
• Assist with folding laundry as needed.
• Maintain a personable and pleasant attitude.
• Avoid debris, litter, leaves, dirt and snow from entrance to street; empty trashcans and clean cigarette receptacles.
• Clean and sanitize restrooms – includes fixtures, hardware, tile, mirrors, partitions and floors.
• Replenish supplies as needed.
• Maintain front lobby – cleaning, washing front entrance windows, vacuuming, keeping areas neat and tidy.
• Wash, dry, fold, store all DHCC linen in accordance with accepted and established department laundry procedures.
• Facility walk-through – turn off lights and check that all rooms are locked.
• Perform additional duties as assigned by the Dow Center Management Team.

Requirements

• Education and Experience: High school diploma with advanced education in office skills, computer use, bookkeeping/accounting. Two to four years of booking/accounting experience, or a combination of education, training or experience that fulfills the needs of the college.
• Knowledge, Skills And Abilities: Knowledge of principles and processes for providing excellent customer service. Ability to complete job assignments unsupervised. Must be able to use a computer with software including but not limited to: Microsoft Word, Microsoft Outlook, Microsoft Excel and Hotel Property Management System. Ability to operate department equipment or willingness to learn operation procedures. Possess excellent oral and written communications skills, including strong listening. Ability to keep calm and remain personable under pressure. Ability to work in a fast-paced environment with deadline pressures and manage multiple projects simultaneously. Possess excellent organizational skills. Ability to proofread material. Ability to maintain confidentiality. Ability to work flexible hours and remain accessible to assist with coverage of other shifts, weekends and holidays. Knowledge of safety procedures and requirements or willingness to learn procedures.

Qualifications

• Maintain confidentiality in all information.
• Recognize the importance of customer service, maintain good client/customer relations.
• Maintain a pleasant appearance, an acceptable attendance record, be punctual and meet deadlines.
• Update skills and knowledge as required to maintain a proper and efficient work environment.
• Willing and able to perform any and all jobs required of the Weekend Night Auditor.
• Attend staff meetings.
• Assist in daily housekeeping as needed.
• Be flexible in scheduled work time and willing to work other shifts including weekends and holidays.