Front Desk Agent Night Audit Hotel

BMVHotels LP; Gilroy (CA); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Front Desk Agent to represent the hotel throughout the guest's stay. This role involves registering guests, managing reservations, and ensuring a seamless experience from check-in to check-out. The ideal candidate will be sales-driven, possess excellent communication skills, and be able to handle guest inquiries with professionalism. You'll work closely with various departments to maintain room status, assist with special requests, and promote hotel services. Join a team that values customer satisfaction and offers a dynamic work environment where your contributions will make a difference.

Qualifications

• High school graduate or equivalent, with strong customer service skills.
• Previous hotel-related experience is desired for this role.

Responsibilities

• Registers guests, assigns rooms, and accommodates special requests.
• Processes guest check-outs and maintains room status updates.
• Handles cash and credit card transactions accurately.

Skills

Customer Service

Sales Techniques

Reservation Management

Communication Skills

Education

High School Diploma or Equivalent

Tools

PBX System

Front Office Equipment

Job description

POSITION TITLE: FRONT DESK AGENT

REPORTS TO: Front Office Manager

POSITION SUMMARY: Represents the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible. Verifies the guest's method of payment and follows established credit‐checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel. Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage and supervises access to safe deposit boxes. Must be sales driven. Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as activities and services of the property.

DUTIES AND RESPONSIBILITIES:

1. Registers guests and assigns rooms. Accommodates special requests whenever possible.
2. Assists in pre-registration and blocking of rooms for reservations.
3. Uses suggestive‐selling techniques to sell rooms and to promote other services of the hotel.
4. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
5. Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
6. Processes reservations from the sales office, other hotel departments, and travel agents.
7. Maintains a thorough knowledge of the room rack locations, types of rooms, room rack operations, package plans, and discounts.
8. Knows the credit policy of the hotel and how to code each reservation.
9. Prepares letters of confirmation.
10. Understands the hotel's policy on guaranteed reservation, and no‐shows.
11. Processes advance deposits on reservations.
12. Tracks future room availabilities on the basis of reservations.
13. Prepares expected arrival lists for front office use.
14. Assists in pre-registration activities when appropriate.
15. Monitors advance deposit requirements.
16. Makes sure that files are kept up to date.
17. Answers letters of inquiry regarding rates and availability.

Processes guest check‐outs.

Reads and initials the pass-on log. Is aware of daily activities and meetings taking place in the hotel.

1. Attends department meetings.
2. Answers incoming calls.
3. Directs calls to guest rooms, staff, or departments through the switchboard or PBX system.
4. Places outgoing calls.
5. Takes and distributes messages for guests.
6. Logs all wake‐up call requests and performs wake‐up call services.
7. Provides information about guest services to guests.
8. Answers questions about hotel events and activities.
9. Understands PBX switchboard operations.

Summarizes results of operations for management.

1. Understands principles of auditing, balancing, and closing out accounts.
2. Knows how to operate posting machines and other front office equipment.

Understands and knows how to perform check‐in and check‐out procedures.

1. Coordinates room status updates with the housekeeping department by notifying housekeeping of all check‐outs, late check‐outs, early check‐ins, special requests, and part‐day rooms.
2. Thoroughly understands and adheres to proper credit, check‐cashing, and cash handling policies and procedures.
3. Posts and files all charges to guest, master, and city ledger accounts.

Obtains the house bank and keeps it balanced.

Completes cashier pre‐shift supply checklist.

Takes departmental machine readings at the beginning of the shift.

Posts charges to guest accounts.

Transfers guest balances to other accounts as required.

Settles guest accounts.

Handles cash, traveler's checks, personal checks, credit cards, and direct billing requests properly.

1. Posts non‐guest ledger payments.
2. Makes account adjustments.
3. Disperses guest records upon check‐out.
4. Transfers folios paid by credit card to each credit card's master file.

Transfers folios charged to the non‐guest ledger to each company's master file.

Balances department totals at the close of the shift.

1. Balances cash at the close of the shift.
2. Manages safe deposit boxes.

Understands room status and room status tracking.

Knows room locations, types of rooms available, and room rates.

Knows how to use all front office equipment.

Follows procedures for issuing and closing safe deposit boxes used by guests.

1. Maintains the cleanliness and neatness of the front desk area.
2. Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

Uses proper telephone etiquette.

1. Uses proper mail, package, and message handling procedures.
2. Reports any unusual occurrences or requests to the manager or assistant manager.
3. Knows all safety and emergency procedures. Is aware of accident prevention policies.

Posts room charges and taxes to guest accounts.

Processes guest charge vouchers and credit card vouchers.

Transfers charges and deposits to master accounts.

Verifies all account postings and balances.

Monitors the current status of coupon, discount, and other promotional programs.

Prepares a summary of cash, check, and credit card activities.

1. Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.

Develops and maintains all aspects of the hotel's reservations, check-in, and check-out system directed toward the maximization of profit.

Maintain cleanliness of Front Lobby Area. Vacuuming, mopping and sweeping when possible and necessary.

Empties front office trash.

Attend to breakfast/evening reception bar tasks when necessary.

1. Promotes goodwill by being courteous, friendly, and helpful to guests, managers, and fellow employees.
2. Other duties as requested.

PREREQUISITES:

Education: High school graduate or equivalent. Must be able to speak, read, write, and understand the primary language(s) used in the workplace. Must be able to speak and understand the primary language(s) used by guests who visit the workplace.

Experience: Previous hotel‐related experience desired.

Physical: Requires fingering, grasping, writing, standing, sitting, walking, repetitive motions, hearing, driving, visual activity, and may on occasion have to lift and carry up to 40 pounds.