Front Desk Agent / Night Auditor

Westmont Group; El Paso (TX); On-site; USD 25,000 - 40,000; Full time

Job summary

An established industry player is seeking a Front Desk Agent to deliver exceptional customer service and manage guest interactions at their bustling hotel. This role involves checking guests in and out, handling reservations, and resolving complaints with patience and tact. The ideal candidate will thrive in a fast-paced environment, demonstrating strong organizational and communication skills. Join a dedicated team that operates 24/7 and be part of a dynamic atmosphere where your contributions directly enhance guest experiences. If you are passionate about hospitality and eager to make a difference, this opportunity is perfect for you.

Qualifications

• High school diploma preferred with prior hospitality experience.
• Strong attention to detail and effective communication skills.

Responsibilities

• Greet guests warmly and manage check-in/check-out processes.
• Handle guest complaints and provide effective solutions.
• Balance and audit room revenue and prepare daily reports.

Skills

Customer Service

Communication Skills

Attention to Detail

Organizational Skills

Problem-Solving

Education

High School Diploma

Tools

Computer System

Calculator

Job description

The Front Desk Agent performs pre-registration and registration duties for incoming guests. Responsibilities include checking guests in and out, making room reservations, and tracking/reporting room statuses and rates. The Front Desk Agent must be available to assist guests with complaints or service requests.

The Night Audit balances and audits room revenue, food and beverage revenue, cashier's reports, and guest and house accounts, including telephone revenue. The role involves preparing daily revenue reports, acting as the hotel system liaison during night hours, and performing Guest Service Representative functions such as booking reservations and handling hotel calls. Additional duties may be assigned as needed.

This summary highlights primary responsibilities and qualifications. The hotel operates 24/7, requiring flexible shifts, varying start times, and hours.

We contact potential candidates via email and phone. Please check your inbox, spam/junk folder, and ensure voicemail is set up to receive messages.

ESSENTIAL JOB FUNCTIONS

1. Greet customers warmly, listen actively, respond appropriately, and provide accurate information about hotel services and local attractions.
2. Complete guest registration by entering and retrieving information in the computer system, confirming guest details, and selecting rooms based on guest needs. Code electronic keys, certificates, and coupons as required. Must stand and move throughout the front office area.
3. Verify and imprint credit cards for authorization, handle cash, make change, and balance the house bank. Accept and record various payment forms. Post charges to guest accounts accurately using the computer.
4. Answer phones promptly with clear communication, input messages into the system, retrieve mail and packages, and notify guests accordingly.
5. Close guest accounts at checkout, ensuring guest satisfaction. Address any dissatisfaction by researching and resolving issues, escalating to supervisors if necessary.
6. Handle guest complaints by conducting thorough investigations and developing effective solutions, including resolving location, credit, or service issues. Remain calm during emergencies and busy periods. Keep corridors and service areas tidy.
7. Follow all company policies, safety, and security procedures, including fire prevention and emergency protocols. Report unsafe conditions, accidents, injuries, property damage, or loss to supervisors.
8. Maintain a neat, clean, and professional appearance as outlined in the team member handbook.
9. Assist other Front Desk team members as needed and perform any additional duties assigned by supervisors or managers.

KNOWLEDGE, SKILLS & ABILITIES

• Equivalent education and experience, with a high school diploma preferred.
• Prior hospitality or hotel experience is highly preferred.
• Strong attention to detail, communication, organizational, and interpersonal skills.
• Proficiency in using a calculator and performing moderately complex mathematical calculations accurately.
• Ability to handle customer interactions with patience, tact, and diplomacy, especially in conflict situations.
• Effective verbal and written communication skills in English.
• Ability to use a moderately complex computer system to input and access information accurately.
• Hearing and visual acuity to observe and respond to emergencies.