Night Auditor/Front Desk Agent

Home2 Suites Downingtown; Downingtown (Chester County); On-site; USD 1,929,000 - 2,755,000; Full time

Job summary

Home2 Suites Downingtown in Downingtown, PA is seeking a Hotel Night Auditor responsible for overnight front desk operations, guest check-in/out, and accurate postings of charges.

Previous front desk/night audit experience preferred; willingness to learn with on-the-job training. Responsibilities include handling guest requests, ensuring brand standards, balancing cash drawers, and coordinating with other departments.

Qualifications

• Front desk/night audit experience preferred or 1+ year related customer service work.
• Ability to balance accounts and handle cash or POS transactions.
• Excellent communication and guest-relations skills.

Responsibilities

• Greet guests and check them in/out efficiently.
• Post charges to guest accounts and reconcile them.
• Balance daily revenue and prepares daily reports.
• Answer guest questions and coordinate with other departments.
• Maintain brand standards and protect guest privacy.
• Operate PBX and handle wake-up calls for guests.

Skills

Customer service

Front desk experience

Night audit

Job description

Hotel Night Audit

Be...an Innovator, a Motivator, a Leader, a Team Player - Most of all, Be Baywood!

With our "It's My Pleasure!" philosophy we have become one of the Nation's fastest growing hotel development & management companies.

Join us as our Hotel Night Auditor at our Home2 Suites in Downingtown, PA.

Previous hotel Front Desk/Night Audit experience preferred; however, ability gained through 1+ years related employment (customer service) or on-the-job training may substitute for actual Front Desk experience.

Hilton brand experience a plus but not required.

Must possess excellent public relations skills and warm and friendly attitude

Summary

Ensures guest satisfaction by providing courteous and efficient service. Responsible for the accurate registration, posting of charges, and check-out of guests. Handles guest questions and concerns as required by management. Adheres to specific Brand Standards as required. Will be required to assume the position of Person in Charge (PIC) during the overnight shift.

Job Duties

• Greets guests with genuine and warm spirit of hospitality
• Registers (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment
• Posts transactions to guest and master accounts
• Reviews guest account balance, ensuring that payment is secured
• Reconciles discrepancies between Property Management System (PMS), Housekeeping reports and registration cards
• Reviews arrivals and blocks special requests
• Processes required reports, including down time, high balance, etc.
• Monitors and restocks sundry shop, ensuring consumed items are paid for; Follows established procedure for removal of expired items.
• Handles guest requests and concerns in courteous and efficient manner
• Coordinates the delivery of guest services by other hotel departments and outside businesses
• Processes all incoming and outgoing reservation and cancellation requests in a timely and efficient manner
• Prepares guest amenities, and ensures delivery in a timely manner
• Handles in-house guest reservation requests such as extension, late check-out, and rebooking
• Handles check-out procedures swiftly and accurately and assists guests on departure.
• Maximizes room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests
• Stores guest luggage
• Presents to guests accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets
• Handles departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit and cash handling guidelines
• Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication
• Operates Private Branch Exchange (PBX switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, all while maintaining guest and staff privacy and security
• Operates the franchise terminal and performs designated maintenance tasks
• Maintains procedures for credit control and handling of financial transactions
• Maintains guest safety & privacy by adhering to established procedures
• Issues safety deposit boxes for guest use, following security protocol
• Monitors key box, issuing keys to the appropriate staff members. Logs all transactions
• Completes brand specific log and follows brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up
• Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards
• Coordinates emergency procedures including evacuations, immediately notifying management of such occurrences
• Assists with the relocation of guests, when necessary
• Assists other departments during slow periods
• Audits all accounts to ensure they balance, to include such accounts as tray and city ledger, reservation deposits, credit card accounts, and room, food & beverage, and banquet charges.
• Transfers charges and deposits to master accounts.
• Closes necessary accounts at month end.
• Prepares final reports of all daily revenue summaries.
• Posts all room and tax revenues and late charges, including No-Shows.
• Insures all revenues, adjustments, taxes and gratuities are accurately distributed from POS system (at some properties)
• Changes system date.
• Follows all company policies and procedures as outlined in Policy Manual.
• Responsible for Life Safety Procedures and equipment
• Participates (at some properties) in Manager on Duty schedule.
• Additional duties may be added at any time at the discretion of management.

Baywood Hotels is an Equal Opportunity employer and a drug-free workplace. M/F/Vets/Disabled