Night Front Desk Agent

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

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