Overnight Front Desk Agent

About the role

This position requires exceptional attention to detail, strong organizational skills, and the ability to work independently. The Overnight Front Desk Agent plays a critical role in providing exceptional guest service, maintaining financial controls, and preparing daily reports for hotel management.

Responsibilities

• Assists in pre-registration and blocking of rooms for reservations.
• Responsible for the guest registration process and communication of hotel amenities.
• Handle guest check-ins and check-outs throughout shift.
• Uses proper telephone etiquette.
• Assigns rooms, accommodating special requests whenever possible.
• Verifies the guest's method of payment and follows established credit-checking procedures.
• Ensure guest satisfaction and an enjoyable experience.
• Handle room and rate changes with management consent.
• Knows room locations, types of rooms available, and room rates.
• Presents options and alternatives to guests and helps in making choices.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.
• Understands room status and room status tracking.
• Maintains the cleanliness and neatness of the front desk area.
• Takes same day reservations and future reservations when necessary.
• Knows cancellation procedures.
• Provide efficient service and meaningful experiences.
• Maintains guest room key storage and maintains and supervises access to safe deposit boxes.
• Maintains cash bank.
• Check/swipe credit cards of all registered guests.
• Performs cashier related functions like posting charges to guest accounts, raising paid out's, foreign currency exchange etc.
• Run nightly reports for the morning teams/will run night audit in Opera System.
• Reads and initials the pass-on log and bulletin board daily.
• Remains aware of daily activities and meetings taking place in the hotel.
• Communicates all important information to following shift to ensure a smooth transition.
• Prepare guest arrival cards for the following days arrivals.
• Verify dinner, golf/spa reservations.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Knows all safety and emergency procedures, is aware of accident prevention policies.
• Perform other duties as assigned.

Knowledge

• Must be able to speak and understand the primary language used by the guests who visit the hotel.
• Possesses a working knowledge of the reservations department.

Skills and abilities

• Excellent communication skills—oral and written.
• Excellent guest service skills.
• Must be friendly, flexible, dependable and able to multi-task.
• Microsoft Office computer skills.
• Must be sales minded.

Schedule

• The Overnight Front Desk Agent will work during the overnight shift (11 pm–7 am), which will include weekends and holidays.

Education and experience

• Minimum of high school diploma (or equivalent) and 0–2 years of experience.
• A combination of experience and/or education will be taken into consideration.

Licenses and certifications

• None required.
• Previous Opera Cloud knowledge is recommended.

Physical demands

• Requires grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.

Uniform

• Uniform will be provided.
• Employees are responsible for maintaining a clean/crisp looking uniform.

Benefits

• Health, dental, vision, life and disability insurance.
• Competitive paid time off.
• 401(k).