Hotel Overnight Front Desk Agent - Costa Hollywood

About the Role

Responsible for the accurate balance of Hotel Room Revenue, Food & Beverage, Retail outlets, Valet postings, House Accounts, and settlements in Opera & Micros. Perform and settle all End of Day procedures. Conduct Front Office functions.

Responsibilities

• Receive handover from PM Shift, read and initial log book, follow up on any requests.
• Check figures in Opera, room availability, and percentages; prepare emergency back-up reports.
• Ensure no pending departures and special requests for arriving VIPs have been met.
• Perform Bucket Check: verify guest information, arrival/departure dates, payment methods, guest addresses, and signatures.
• Prepare Discrepant Room Report and credit limit report for all guest folios and House accounts, noting additional credit.
• Balance each cashier’s settlement report at the end of the shift against the cashier’s summary report, POS Summary Report, General Cashier’s Deposit Summary, and net Cash Deposit amount; note discrepancies.
• Balance and audit Front Office postings and settlements; ensure corrections from Room & Count Sheet agree with correction sheets and note explanations for unusual items.
• Balance all credit cards, charge totals to individual cashier reports, and prepare credit cards for submission; ensure adding machine tapes agree with credit card folios.
• Ensure all Food & Beverage tickets (including Banquet, cash bars, and special events) are turned in at closing time with no open tickets in the system.
• Separate Room Service and Restaurant checks for City Ledger or House Accounts; balance all to Guest folios POS Summary Report.
• Complete Daily Summary and balance/audit all Food and Beverage outlets; ensure Micros figures match Opera figures before End of Day.
• Prepare and balance Banquet Spreadsheets, including F&B checks, POS system financial data, and cashiers’ summary reports.
• Balance all retail outlets; ensure retail room charges are signed and properly processed into guest folios.
• Balance and audit all Valet postings in guest folios by tickets and quantity.
• Ensure Telephone Call Accounting System reporting is completed, functional, and all call charges are posted to folios.
• Prepare allowances, miscellaneous charges, and House Account Summary for proper approval and PC routing.
• Balance and zero out Guest with a Balance report nightly before End of Day.
• Perform Room & Tax postings (excluding selected house accounts), End of Day rollover, and credit card settlements in Opera & Micros.
• Organize Night Audit work for distribution to the Income Auditor.
• Report problems or discrepancies to the Night Manager, Income Auditor, and Assistant Financial Controller daily.
• Ensure copy and back-up procedures are completed on the hotel’s computer system; change back-up tape nightly.
• Coordinate newspaper delivery, check for special requests, and prepare/distribute end-of-day reports.
• Process no-shows and cancel reservations; ensure wake-up calls are processed.
• Update pass-on log, enter new day’s arrivals/departures, VIPs, etc.
• Perform additional duties as assigned by the Director of Finance, Assistant, or Income Auditor.
• Report guest issues or emergencies to the Night Manager.
• Project a professional, friendly, and courteous image to guests and staff; provide detailed information about hotel services and assist in relocating guests when necessary.
• Prepare registration cards for new arrivals, process early departures, and handover information to AM Shift.
• Perform occasional overnight security duties and/or shifts.

General Requirements

• Understand and strictly adhere to the Rules & Regulations in the Employees Handbook and the Hotel’s policies on Fire, Hygiene, Health, and Safety.
• Work to the best of your ability and strive for a successful, profitable business.
• Report for duty punctually following correct clock-in procedures.
• Maintain grooming and dress standards as stipulated in the staff handbook, including wearing the correct clean uniform at all times.
• Maintain a high standard of personal appearance and hygiene.
• Maintain a good rapport and working relationship with all staff.
• Be fully aware of and cooperate with all security policies.
• Handle guest and employee inquiries courteously and efficiently; report complaints or problems to supervisors.
• Provide and maintain the highest possible service standards to clientele.
• Use knowledge of legal matters to the best of your ability.
• Never be under the influence of drugs or alcohol while on duty.
• Be familiar with the hotel’s emergency procedures.
• Never communicate with the press regarding Think Hotel Group, its clientele, or owners.
• Do not carry any weapons on property.