Hotel Front Desk Associate
JOB DESCRIPTION

Job Title: Overnight Night Auditor Part Time

Department: Front Desk

Reports To: General Manager

Ability to work independently, while being self motivated, efficient and detail orientated. The Hotel Concord is managed by Bravo Zulu Hospitality Group, in beautiful downtown Concord, NH that offers 38 guest rooms and suites with two function rooms.

Part time hourly positions. Expected regular shifts will include overnight shifts, some weekends, and occasional holidays.

Job Summary:
Provide outstanding customer service to all guests and visitors while reconciling all daily accounting activities and ensuring accurate financial reporting.

Essential Duties and Responsibilities:

• Greet and welcome guests in a professional and hospitable manner.
• Provide telephone services and operate the multi-line phone system effectively.
• Make and confirm reservations over the phone and those submitted online.
• Interact with guests in a respectful, cheerful and polite manner.
• Register guests and securely assign them a guest room and key.
• Have a through working knowledge of hotel property management system.
• Verify customers ID and credit and establish how the customer will pay at end of stay.
• Keep records of room availability and guests’ accounts using the specified computer system.
• Working knowledge of all rates, packages, groups and booking restrictions.
• Review the reservation transaction report daily.
• Compute bills and collect final payments from guests.
• Assist guests in getting luggage to their rooms.
• Have full knowledge of all parking options and charges. Collect vehicle information.
• Monitor guest accounts and post charges as they occur.
• Review accounts and charges with guest during the checkout process.
• Contact housekeeping or maintenance staff when a guest reports problems.
• Professionally handle guest complaints, solve problems, apologize/empathize during guest complaints, follow up, communicate any elevated complaints to supervisor/manager.

Essential Duties and Responsibilities (continued)

• Answer inquires pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions.
• Create and disperse Front Desk shift reports daily.
• Maintain the lobby and sitting area including ensuring coffee, other beverages, and snacks are replenished and maintained. Fix any uncleanliness, waste, newspapers, etc.
• Handle all lost and found inquires efficiently and professionally, following proper guidelines. Work closely with housekeeping to ensure all items are reported and returned to the customer as soon as possible.
• Recording and setting wake up calls.
• Responsible for safekeeping and issuance of managerial room keys.
• Be informed of all events taking place at the hotel on a daily basis.
• Posting bills, checks and charges to accounts of meetings and groups per sales manager.
• Make special deliveries to guest rooms with guest baskets, champagne or other special food and beverage items, upon request.
• Know and practice all safety and emergency procedures, including handling of emergency phone calls and what to do in the event of an emergency.
• Keep log of all maintenance problems and communicate with maintenance daily.
• Communicate with housekeeping and front office associates of any room changes, no-shows, early checkouts, etc.
• Flexibility to step into whatever role is needed to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.
• Flexibility to work evenings, weekends, occasional holidays and critical peak business days.
• Attend scheduled meetings and training sessions.
• Understand and practice all safety and security procedures, including Emergency Evacuation Procedures, Accident Reporting, Right to Know Law, Written Information Security Program, Bloodborne Pathogen Procedures, Anti-Harassment Policy and Violence in the Workplace Policy.
• Comply with all hotel time and attendance policies.
• Comply with all Hotel uniform, dress code and appearance standards.

Required Experience, Qualifications and Skills:

• High School Diploma/GED required
• 2+ years front desk experience in the hospitality industry preferred
• 2+ years customer service experience required
• Excellent written and verbal communication skills
• Familiarity with PMS software a plus

Physical Requirements/Hotel Specific Essential Functions

• Ability to walk the property regularly.
• Ability to move up and down stairs regularly, as needed.
• Ability to bend frequently and repetitively during a shift.
• Ability to use repetitive manual dexterity.
• Ability to move quickly based on guests needs.
• Ability to frequently communicate and exchange accurate information effectively.
• Ability to read, write and understand and speak English.

Technology and Equipment:

• Microsoft Office, including Outlook, Word, and Excel programs.
• Property Management System
• Multi-line Phone System
• Radio
• Credit Card Processing
• Printer, and Scanner

Working Environment:

• Hotel property with 38 guest rooms.
• Work will primarily take place in a hotel environment.
• Group and solo work.
• Practice and observe all safety procedures.
• Interior of hotel, in all area with exposure to extreme temperatures.
• Exposure to various hazardous chemicals.

No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Types: Part-time

Salary: $18.00/hourly

Schedule:

• 8 hour shift
• Holidays
• Overnight shift
• Weekend availability

Experience:

• Customer Service: 2 years (Preferred)
• Hospitality: 2 years (Required)

Shift availability:

• Overnight Shift (Required)