Hampton Inn- Night Auditor

Scott Enterprise Hotels, Ambassador, and Corporate Divisions; Erie (Erie County); On-site; USD 27,000 - 36,000; Full time

Job summary

Scott Enterprise Hotels, Ambassador, and Corporate Divisions seeks a team member for 3rd shift availability to provide outstanding guest service at the front desk. You will manage reservations, check guests in and out accurately, and support daily operations with professionalism.

Responsibilities include handling calls, wake-up services, directions, and maintaining PMS accuracy, cash handling, and daily log communication.

Qualifications

• Front desk operations experience is implied by duties at a hotel lobby.
• Strong customer service and communication skills.
• Ability to handle reservations, check-ins, and check-outs accurately.

Responsibilities

• Checks guests in and out of the hotel in a thorough and accurate manner.
• Sells guest rooms to walk in guests and reservations using established selling procedures and yield management techniques.
• Answers and transfers all incoming telephone calls using proper telephone etiquette.
• Provides customer service, including message taking, setting wake up calls, providing directions and other information as needed.
• Follows the “stick to the basics policy” and encourages use of the company operated restaurants.
• Follows proper cash and credit card handling procedures and completes required paperwork.
• Maintains front desk equipment and PMS system and ensures security.
• Provides excellent customer service that goes above and beyond guest expectations.
• Observes the company’s 10-4 rule and addresses guest requests promptly.
• Represents a professional image with appropriate uniform and name tag.
• Communicates status of guest rooms, requests, and maintenance issues to superiors and coworkers.
• Coordinates information for all day shifts via the daily log book.
• Provides input and ideas on hotel operation and participates in training initiatives.
• Completes any other task requested by a supervisor, including training new associates.

Job description

3rd Shift Availability

SUMMARY

Provides guests with excellent customer service while taking reservations, and checking guests in and out in an accurate/thorough manner. Balances the daily accounting records and completes the necessary paperwork.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Checks guests in and out of the hotel in a thorough and accurate manner. Sells guest rooms to walk in guests and reservations using established selling procedures and yield management techniques.
• Answers and transfers all incoming telephone calls using proper telephone etiquette. Provides customer service, including message taking, setting wake up calls, providing directions and other information as needed.
• Follows the “stick to the basics policy”. Encourages use of the company operated restaurants.
• Follows proper cash and credit card handling procedures. Accurately completes required paperwork and cash out procedures. Completes a bucket-to-board daily. Communicates information to other shifts in the daily log book.
• Has a thorough understanding of hotel equipment used at the front desk. Ensures the hotel equipment, such as fax machines, copiers, and the PMS system are maintained properly and secured.
• Provides excellent customer service that goes above and beyond the expectations of the hotel guests. Conducts themselves in a professional, courteous manner at all times.Observes the company’s 10-4 rule. Immediately addresses all guest requests. Never says “no” to a guest request for information-finds the answer.
• Presents a professional image. Properly attired in a clean, pressed uniform and name tag, in accordance with franchise and company grooming and uniform policy.
• Communicates with superiors and co-workers about the status of guest rooms, guest requests, and maintenance issues. Utilizes the daily log book to coordinate information for all day shifts.
• Provides safety and security for the hotel and its guests. Follows the hotel key control procedures at all times. Is familiar with the hotel emergency plan and is able to confidently partake in emergency training procedures. Observes guest and hotel confidentiality procedures. Uses the hotel safe lifting procedures. Reports all incidents and injuries to the appropriate supervisor.
• Provides input and ideas on the operation of the hotel. Participates in training initiatives and skill development.
• Completes any other task requested by a supervisor, including training new associates.
• All other duties as assigned.