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Front Desk Agent/Night Auditor

Carter Hospitality Group

Front Desk Agent/Night Auditor

Kissimmee, FL
Part Time
  • Responsibilities

    Job Description

    Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures. Job purpose of Night auditor is responsible for performing close of day procedures for the hotel Front Office and account for daily activity by organizing and verifying information; identifying and correcting discrepancies; posting accounts; running and distributing daily reports.

    Essential Duties

    Check-in and check-out hotel guests in a confident, professional, and friendly manner.

    Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance

    Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day

    Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information

    Review arrivals report noting special requests and blocking rooms as necessary for VIP and group arrivals

    Complete all items as listed on shift checklists

    Bucket checks to be performed by each shift to verify data as it pertains to:

    1. Guest name

    2. Guest address

    3. Room rate

    4. Date of departure

    5. Number of guests in room

    Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip

    Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift

    Issue guest safety deposit boxes as requested

    Advise guests of any messages, mail, faxes, etc. received for them

    Communicate services and amenities of the hotel to guests

    Communicate VIP arrivals to designated personnel for escort and delivery of amenities

    Take, record and relay messages accurately, completely and legibly

    Offer detailed information on the voice mail system to callers and guests wishing to leave messages

    Accept and record wake-up call requests

    To follow all specified procedures to audit the shift closing of all front office staff, including personally closing shift three and completing an audit summary for each shift

    To produce accurate and timely reports and correctly handle all cash transactions

    To provide relief support to the hotel PBX operator during shift

    To follow all specified procedures to maintain and post a daily balance of all house accounts, including running preliminary reconciliations, detail transactions and final reports to accounting and profit centers

    To follow all specified procedures to reconcile cashier’s reports with the restaurant system each night, researching and posting any unresolved tickets from the day shifts

    Balance and audit for accuracy room revenue, food and beverage revenue, cashier’s reports, and guest and house accounts and telephone revenue; assisting the preparation of all reports relevant to daily revenues

    Transmit credit card batches

    Complete and transmit daily management and accounting reports and supporting documents.

    Act as hotel system liaison during night hours

    Perform all Guest Service Representative Functions as required; may assist in booking room reservations; may assist in answering hotel phone calls and notifying guests of message

    Any and all duties assigned by management

    Minimum Requirements

    High school diploma or GED required. College degree preferred

    Must have minimum of two years’ experience working in related field (hospitality preferred)

    Must have proficient knowledge in Microsoft Office

    Experience in high volume establishments

    Technical proficiency (computer applications)

    Previous Customer service experience

    Ideal candidate will have some prior hotel reception/auditor experience

    Must be able to pass pre-employment testing (i.e. drug test, background check, etc)

    Must have full availability and be able to work days, evenings, nights, weekends, and holidays


    Ability to read, write and speak English (multi-lingual a plus)

    Ability to hear, understand, follow and give written and oral instructions

    Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers

    Ability to work with large groups of people, and age groups

    Ability to plan, organize and conduct a wide variety of activities

    Ability to work harmoniously with fellow employees and guests

    Follow all company policies and procedures

    Ensure uniform and personal appearance are clean and professional

    Thank guests with genuine appreciation

    Speak with others using clear and professional language

    Develop and maintain positive working relationships with others

    Abilities (>8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending

    Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height