Hawthorn - Night Auditor Erie, PA

Kaizen Lab Inc.; Erie (Erie County); On-site; USD 26,000 - 34,000; Full time

Job summary

Kaizen Lab Inc. is seeking a friendly 3rd shift front desk associate to manage reservations, check-ins and check-outs with accuracy and courtesy.

You will answer calls, assist guests, follow cash handling procedures, and coordinate with other shifts via the daily log book. Maintain the front desk PMS and ensure equipment security while delivering professional guest service.

Professional appearance and proactive problem solving are essential to succeed in this role.

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 procedures.
• Answers and transfers all incoming telephone calls with proper etiquette.
• Provides customer service including message taking and wake up calls.
• Follows cash and credit card handling procedures and completes required paperwork.
• Maintains front desk equipment and PMS system, ensuring security and proper use.
• Communicates status of guest rooms and requests using the daily log book.
• Supports training and participates in operations improvement and safety protocols.

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

• 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.