Overnight/Auditor Agent - Portofino

Premier-Island-Management-Group; Town of Florida (NY); On-site; USD 32,000 - 42,000; Full time

Job summary

Premier-Island-Management-Group operates Portofino Island Resort and seeks a Front Desk Agent to deliver superior service to guests and owners. Flexibility and teamwork are essential in this role.

You will handle guest check-ins and checkouts, coordinate with housekeeping, balance cash, and maintain accurate records. Strong communication, problem-solving, and a professional demeanor are required to create memorable resort experiences.

Qualifications

• Great customer service skills, verbal and written.
• Able to demonstrate problem-solving skills and positive attitude.
• Able to work flexible schedules including weekends, nights, and holidays.
• Must have a valid driver's license.
• Must have transportation to and from work.
• Uniforms must be neat, clean, pressed and worn with a name tag.
• Strong organizational skills; able to work independently.
• Meet and exceed guest expectations.
• Perform in a professional, pleasant, and efficient manner.
• Create a memorable experience for all guests and owners of Portofino Island Resort.

Responsibilities

• Arrive 5 minutes before the scheduled time, in full uniform and with a name tag.
• Clock in and meet with the previous shift for important information.
• Check front desk logs and company email for items pertaining to your shift.
• Clean front desk area before leaving; clean up food, drinks, or trash used.
• Log all guest issues and inform the next shift of carry-overs.
• Follow shift procedures and review reports (checkout, pre-arrival, occupancy).
• Read the Front Desk Daily Pass Down Log and essential emails.
• Email housekeeping changes to in-house guest status, early arrivals, departures, or requests.
• Ensure checkouts are completed by 11 am and late departures billed and checked out.
• Check in guests if rooms are ready; notify housekeeping if early arrival; collect ID, CC, and registration details.
• Review Premier Club Benefits with qualified arrivals and daily events or resort offerings.
• Follow resort banding procedures for guests and packages.
• Create arrival packets for new arrivals and next business day.
• Coordinate room readiness with housekeeping by 5:00 pm; check-in after 5 pm if ready.
• Coordinate guest room moves and cash deposits per procedure.
• Audit supplies and log cash; balance Micros POS; respond to after-hours arrivals and resort guests.

Job description

Hours/Days: Varied hours, weekdays, weekends, overnight based on business needs.

Previous night audit and guest services experience preferred.

I. Job Description:

Responsible for providing Superior Service to all guests, owners, and fellow team members. Must have full knowledge of the resort, its programs, and its services to ensure 100% guest satisfaction. You are to exhibit courteous hospitality at all times and must be proactive in all areas. You must have a pleasant attitude and be able to work well under pressure. Schedule flexibility is a must due to the weekly schedule being based on arrivals, departures, and events.

II. Job Requirements:

• Requires long periods of standing as well as walking and bending as needed.
• Great customer service skills, verbal and written.
• Able to demonstrate problem-solving skills and the ability to project a positive attitude in person and over the telephone.
• Able to work all flexible schedules, including weekends, nights, and holidays.
• Must have a valid driver's license.
• Must have transportation to and from work.
• Must be in uniform with a name tag on before entering the building.
• Uniforms must be neat, clean, and pressed. Must meet grooming standards.
• Requires strong organizational skills.
• Must be able to work independently.
• Meet and exceed guest expectations.
• Perform in a professional, pleasant, and efficient manner at all times.
• Create a memorable experience for all guests and owners of Portofino Island Resort.

III. Job Responsibilities / Duties:

• Arrive 5 minutes before the scheduled time, in full uniform and with a name tag on.
• Clock in and meet with the previous shift for any important information needed for your shift.
• Each shift must check front desk logs for important information, as well as check your company email for items that pertain to you.
• All shifts must clean the front desk area before leaving their shift.
• All shifts must clean up any food, drinks, or trash used during your shift.
• Each shift must log all guest issues in the front desk log and inform the next shift of anything that will carry over to the next shift.
• Each Shift must follow the procedures for your shift.
• Review reports (check-out, pre-arrival, daily occupancy, etc).
• Read the Front Desk Daily Pass Down Log and your company email for important information needed.
• Email housekeeping any changes to in-house guest status, early arrivals, departures, late checkouts, or guest requests.
• Assure all checkouts are completed by 11 am and collect payment for any outstanding balances. Assure all late departures are billed accordingly and checked out of the system at the appropriate time.
• Guest arrivals ~ as guests arrive, check them in if the room is ready. If the room is not ready, follow procedures to alert housekeeping of early arrival. For check-in, make sure you get an ID and a valid CC. Confirm reservation information and email address. Add full payment, Pre-Auth CC, and have the guest sign a registration card.
• Review Premier Club Benefits with all qualified arrivals, as well as daily events or resort offerings that are available.
• Follow correct resort banding procedures to include resort guest and Adventure Package banding.
• Create arrival packets for added arrivals as well as for the next business day.
• Confirm with housekeeping that all rooms are clean and ready for check-in by 5:00 pm, and communicate to the Supervisor any discrepancies. Check-in is after 5 pm unless the room is ready early.
• Coordinate and communicate any guest room moves that are pending.
• Assure if a cash deposit is due at the end of the shift, it is made according to procedure and promptly.
• Report any needs for supplies to the Supervisor. Audit supplies daily.
• Complete shift cash count and report any overages or shortages to the supervisor.
• Must be proficient and able to navigate all department software programs with speed and accuracy.
• Email resort departments daily reports for in-house and check-ins.
• Balance the Micros POS system to TRACK posted transactions.
• Assist guests who are arriving after hours and answer phone calls from Premier Guests staying in other properties.
• Prepare keys and registration cards for the following day's arrivals.
• Complete daily checklists and follow up on all items.
• Complete all other duties as assigned.
• Supervisory Responsibility:
• None

V. Educational and/or equivalent in experience requirements:

Front Office Experience preferred. Hospitality Experience preferred.

• Ability to read and communicate effectively.
• Ability to organize and effectively present information to respond to questions from guests, owners, and fellow team members.
• Ability to positively and professionally handle guest issues.

VI. Specialized equipment or machines used in the course of the duties of the position.

Computer, printer, calculator, and standard office equipment and machines as required.

VII. Physical Demands:

While performing the duties of this job, the employee is regularly required to use their hands and is required to talk and hear. The employee is frequently required to stand and walk. The employee may occasionally be required to reach with hands and arms. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

High-traffic area office environment with low to high noise levels depending on the number of daily arrivals or departures.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

IX. Additional Remarks:

Ability to work with minimum supervision and a high degree of autonomy.