Front Desk Agent /Night Auditor Relief

Crescent Hotels & Resorts; Santa Monica (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Crescent Hotels & Resorts is seeking a Front Desk Agent in Santa Monica to greet guests, register arrivals, and ensure smooth check-in and checkout processes. You will handle room rates, reservations, and guest inquiries with a focus on outstanding service and accuracy.

Role requires keen attention to detail, ability to upsell hotel services, and calm problem-solving skills to maintain guest satisfaction throughout their stay.

Responsibilities

• Greet guests and complete registration; input and verify guest details, room rate, and room assignment.
• Assist guests with check-out; handle payments and POS transactions, currency conversion.
• Know hotel information: room types, rates, packages, local area, and general services.
• Upsell hotel services to maximize room occupancy.
• Answer guest questions and requests; resolve issues promptly.
• Handle guest complaints; research and negotiate satisfaction solutions.
• Receive, input, relay messages to guests.
• Conduct nightly audits of financial transactions, including room charges, payments, and adjustments.
• Verify daily revenue reports; reconcile discrepancies.
• Monitor security procedures and emergency protocols overnight.
• Prepare shift reports, incident logs, and audit documentation.
• Maintain confidentiality while providing guest relations.

Job description

Description

Front Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests making and modifying reservations hotel operator and concierge duties. Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.

What will I be doing?

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests
• Conduct nightly audits of all financial transactions, including room charges, payments, and adjustments using property management systems
• Verify the accuracy of daily revenue reports and reconcile discrepancies promptly.
• Monitor hotel security procedures and emergency protocols to ensure guest safety throughout the night.
• Prepare detailed shift reports, incident logs, and audit documentation for management review.
• Maintain confidentiality of sensitive information while providing exceptional guest relations and support.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.