Front Desk/Night Audit

SONESTA SIMPLY SUITES DALLAS

12525 GREENVILE AVE DALLAS, TX 75243

Front Desk/Night Auditor

Duties and Responsibilities

The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us. To deliver a great guest experience – a Front Desk Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.

• Welcome guests in a friendly, prompt and professional manner recognizing and also returning guests
• Check guests in, issue room keys, provide information on hotel services and room location
• Ensure required identification is taken from guests at check-in in line with local legislative requirements
• Check emails ensuring addtional reservations are made (day use)
• Ensure supplies are fully stocked for guest, office and E-shoppe (check mulitple time during shift)
• Ensure work station is cleaned and sanitized at all times
• Answer phones in a prompt and courteous manner
• Up-sell rooms where possible to maximize hotel revenue
• Answer, record and process all guest calls, messages, requests, questions or concerns
• Record guest preferences in the system
• Check guests out, including resolving any late or disputed charges
• Accurately process all cash and credit card transactions using established procedures
• Issue, control and release guest safe-deposit boxes in line with hotel procedures
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
• Take action to solve guest problems/complaints using appropriate service recovery guidelines
• Post mandatory end of shift note, guest request and such at closing of shift.
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.

The Night Auditor works at the front desk of a hotel during the night, and they must ensure that the quality and integrity of the establishment are maintained just as diligently as they are during the day. Some of their typical duties include:

• Balancing the accounts from day shift
• Ensuring night audit is ran and email end of day report to all parties
• Managing front desk activity and handling guest check-ins and checkouts
• Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
• Handling customer requests and complaints and directing other employees or departments accordingly
• Managing and updating all official documentation pertaining to the role
• Ensuring that all end-of-day activities have been successfully executed by employees in all departments
• Answering calls and queries related to potential booking
• Sort mail/packages verfiying in-house guests. Any mail/packages not verired must be marked RTS for return
• Complete property walk securing all interior doors (mulitple time durning shift)

Night Auditor skills and qualifications

Night Auditors must be able to work independently with minimal supervision, and they should be able to coordinate and manage all types of people. Other skills and qualifications include:

• Strong customer service skills
• Knowledge of safety and security procedures
• Advanced math and bookkeeping skills
• Ability to perform computer-based tasks such as data entry, accounting, word processing, invoicing and billing
• Attention to detail and organizational skills
• Time management and multitasking skills
• Excellent verbal and written communication skills
• Ability to solve problems and diffuse tense situations

• Abitlty to stand for long periods of time

• While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when business need dictates.

Schedule: Flexible schedule to include weekends and holidays.