POSITION SUMMARY:

Represents the hotel to the guest throughout all stages of the guest's stay. Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

Checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial records. Tracks room revenue, occupancy percentages, and other front office operating statistics.

Prepares a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day. Posts room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier.

DUTIES AND RESPONSIBILITIES:

• Register guests and assign rooms. Accommodate special requests whenever possible.
• Thoroughly understand and adhere to proper credit and cash handling policies and procedures.
• Understand room status and room status tracking.
• Know the location and types of available rooms as well as the activities and services of the property.
• Possess a working knowledge of the reservations department and take same day and future reservations when necessary. Know and follow cancellation procedures.
• Maintain guest room key storage.
• Know how to use front office equipment.
• Process guest check-outs.
• Follow procedures for issuing and closing safe deposit boxes used by guests.
• Use proper telephone etiquette.
• Perform cashiering tasks like bill/invoice settlement, posting charges to the guest, and paid-outs.
• Use proper mail, package, and message handling procedures.
• Advise guest of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Read and initial the pass-on log and bulletin board daily.
• Attend department meetings.
• Report any unusual occurrences or requests to the manager or supervisor.
• Know all safety and emergency procedures, and be aware of accident prevention policies.
• Maintain the cleanliness and neatness of the front desk area.
• Wear the proper uniform at all times. Uniform must be wrinkle-free, clean and neat.
• Follow all hotel safety policies, procedures and brand standards
• Post room charges and taxes to guest accounts.
• Processes guest charges voucher and credit card vouchers.
• Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.
• Transfer charges and deposits to master accounts.
• Ensure that all charges are assigned to the appropriate departments.
• Verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system.
• Verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and also not missing.
• Print and prepare reports for the next day; Housekeeping Daily Report, Compass, Night Audit Packet, Flash Report
• Verify all account postings and balances.
• Function as a front desk agent, especially in terms of check-in and check-out procedures.
• Track room revenues, occupancy percentages, and other front office statistics.
• Prepare a summary of cash, check, and credit card activities.
• Summarize results of operations for management.
• Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information.
• Follow the End of Day / Night Audit Checklist (Must Read!).
• Must have complete knowledge of emergency procedures.
• Balance the day's charges, making corrections as necessary.
• Perform wake-up calls.
• Handle other duties as assigned by management.

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PREREQUISITES:

• Must be willing to work overnight, as well as holidays and weekends.
• Friendly, outgoing personality and professional appearance required.
• Physical stamina and mobility including ability to reach, kneel and bend with ability to lift, push, and pull up to 50 pounds.
• Strong verbal communication skills required with an understanding and ability to work in a multi-cultural environment.
• Must be able to work at a high volume and handle stress in a positive way.
• Must be able to assist guests with complaints.
• Ability to work independently with little or no supervision.