Front Desk/Night Auditor (Franchise)

The Role

A SUPER Front Desk Agent ensures guest satisfaction and revenue optimization through check-in, check-out, and attentive coordination of hotel services for the guest. Works to optimize the guest experience while at the hotel and elsewhere by acting pleasant, professional and efficient.

What you'll do

1.Books guest reservations and/or coordinates with reservation centre
2.Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guests.
3.Handles confidential information, including guest records, with a high degree of integrity.
4.Answers and routes calls as appropriate; takes guest messages with accuracy.
5.Assists with sales and marketing efforts as directed by the General Manager
6.Ensures common area/lobby is clean
7.Performs laundry functions as directed.
8.Checks guests in and out of the hotel; processes customer payments according to established policies and procedures..
9.Answers guests’ questions about the property and amenities and is able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.
10.Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.
11.Balances cash bag at open and closing of each shift.
12. Transmits and receives messages using equipment such as computer, telephone, email, fax and switchboard.

You'll be successful if you have

1.Offers and properly handles requests for wake-up calls, Taxi’s etc.
2.Records pertinent guest information in the pass on log.
3.Answers phone in a prompt, efficient, and friendly manner.
4.Promotes hotel services, facilities and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.
5.Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
6.Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
7.Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
8.Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings, paid outs, charges and check-outs.

Required Qualifications/Experience

Knowledge of Reservation centre Like Synxis, Opera
Knowledge of MS Word and MS Excel