Overnight Front Desk Agent | Part-Time

Essential Job Functions

• Preparation of daily reports and distribution as directed.
• Accurate preparation of VIP, complimentary, house use rooms, and out of order lists.
• Conduct backup procedures for Opera and drop tape nightly.
• Handling Express checkouts ensuring their completion.
• Completion of third shift Night Audit checklist.
• Balancing of daily postings and revenue.
• Ensure adequate communication the following morning to all necessary departments by communicating through “Wrap-Up” emails.
• Understanding of all front office standards and assist in solving deficiencies.
• Documenting errors made by cash handling auditors.
• Prepare and send out the DAR to appropriate team members.
• Balancing of daily posting and revenue, and resolution of inaccuracies.
• To ensure nightly transmission of credit cards through Opera.
• To be thoroughly acquainted with all check-in and check-out procedures and policies.
• To be a main liaison between guest and the hotel.
• To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
• To be thoroughly acquainted with Ideal Services duties.
• To be familiar with emergency procedures and Alarm System in the Ideal Services department.
• To be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
• To be thoroughly knowledgeable of all Front Office and Ideal Services Moments of Service scenarios, and execute to standard.
• To be familiar with all systems and equipments as related to the Front Office (Opera, GoConcierge, Synergy, SALTO, Push to Talk Radios, ISD Firepanel).
• To be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
• To be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, GHA Discovery, Laundry Services, and Omni Kids Program).
• To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space, Parking Garage).
• To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing).
• To be familiar with local attractions and businesses.
• To understand and perform cash handling processes.
• To understand the importance of our Medallia scores.
• To maintain Four Diamond Standards of guest service.
• To maintain proper phone etiquette; answering the phone with a smile in your voice.
• To aid guests in locating other areas of the hotel (walk them to destination if possible).
• To be familiar with parking procedures.
• To follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• To follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• To be pleasant, smile and greet all guests, using surnames when obtained.
• To be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
• To deliver personalized, memorable guest experiences by utilizing the Power of One.

Qualifications

• Excellent customer service and problem solving skills.
• Maintain strong communication, computer and organizational skills.
• Maintain a professional business appearance, attitude, and performance.
• Prior guest service experience required, preferably hotel front office experience.
• Must be able to work a variety of shifts, including weekends and holidays.