Front Desk Agent/Night Auditor

Raines Co.; Asheville (NC); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Guest Service Agent to oversee hotel operations during evening shifts. This role involves welcoming guests, addressing their needs, and ensuring exceptional service standards are met. The ideal candidate will possess strong customer service skills, problem-solving abilities, and a knack for multitasking in a fast-paced environment. Join a family-oriented company that values relationships and offers opportunities for career advancement. If you thrive in a dynamic setting and are ready to make a difference, this position is for you!

Benefits

Medical Benefits

Dental Benefits

Vision Benefits

Generous PTO Program

Points-Based Bonus

Daily Pay

Employee Referral Bonus Program

Qualifications

• Experience in front desk operations or customer service roles.
• Strong communication and problem-solving abilities are essential.

Responsibilities

• Oversee hotel operations during evening shifts and assist guests.
• Handle guest complaints and coordinate with hotel departments.

Skills

Customer Service

Problem-Solving

Mathematical Skills

Supervisory Skills

Communication Skills

Multi-tasking

Education

High School Diploma

Tools

Microsoft Office Excel

OnQ PMS

Efficenter

Quore

Alice

PBX Systems

Job description

Raines Co. - Your Future is Now

We offer Medical/Dental/Vision benefits, a generous PTO program, points-based bonus, daily pay, an Employee Referral bonus program, and the opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company.

Established in 1988 as a family-owned business, we have grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels. Raines has maintained a family-oriented culture that believes in building relationships with our associates, with our partners, and within the communities where we operate.

Position Objective

Responsible for overseeing the operation of the Hotel during the evening or overnight shift, or when all functions and activities for the evening are concluded. Assists guests with requests and front office nightly duties as assigned. Work week will consist of evening 3pm-11pm and/or 11pm-7am shifts.

Essential Job Functions

1. Serve as a Guest Service Agent for the hotel handling guest complaints, problem-solving, special requests, and any other issues that may arise.
2. Welcome and greet guests according to hotel standards in a warm, friendly, professional manner.
3. Assign rooms which satisfy all special requests when possible.
4. Obtain necessary credit and payment information from guests.
5. Coordinate with other Hotel departments to satisfy guest requests.
6. Provide detailed information about Hotel facilities and operating hours.
7. Notify Housekeeping of all special requests, late checkouts, and room changes.
8. Utilize hotel sales strategies to upsell rooms when possible.
9. Receive and transmit guest messages.
10. Perform check-out and cash handling activities.
11. Answer telephone calls and guest inquiries in a friendly, professional manner.
12. Respond to guest requests and ensure issues are resolved.
13. Coordinate response to guest requests with front desk, housekeeping, concierge, and maintenance staff.
14. Be aware and able to enforce all fire-life safety procedures.
15. Report any suspicious person, activities, and/or hazardous conditions.
16. Ensure all standards are being upheld in the department and that services provided are anticipatory and exceed expectations of all guests.
17. Ensure communication is fluid to all departments on the overnight team.
18. Run the Nightly Audit to include the daily posting and balancing of guest charges and settlements for room, restaurant, bar, and activities purchases.
19. Reconcile all payment transactions to guest paperwork.
20. Prepare daily cashier balance report.
21. Verify credit card activity and check approvals.
22. Research and resolve guest billing discrepancies.
23. Approve and process billing adjustments.
24. Must be willing to be flexible with scheduling and able to work holidays and weekends.

Qualifications

1. Front Desk Agent, customer service representative, or similar guest-facing experience with supervisory experience.
2. Proficient in Microsoft Office Excel or similar computer applications.
3. Prior supervisory experience preferred.
4. Experience with OnQ or property-specific PMS, Efficenter, Quore, Alice, PBX and other hotel-related systems preferred.
5. Must possess a valid driver's license and reliable transportation and the ability to run off-property errands with minimal notice.
6. Must speak English fluently.
7. Must have excellent written and oral communication skills.
8. Mathematical skills include basic math, percentages, and variances.
9. Problem-solving, reasoning, supervising, and motivating.
10. Ability to multi-task and interact with people under pressure.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee is occasionally required to sit.

The employee must regularly lift and/or move up to 10-15 pounds, frequently lift and/or move up to 20-30 pounds, and occasionally lift and/or move more than 35 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and the abilities to adjust focus.

Raines is proud to be an Equal Opportunity Employer

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pre-employment background check required.