Job Description

Prior HOTEL night audit or Front Desk experience REQUIRED.

• Must have knowledge and understanding of all front desk associate job requirements.
• Record messages for next shift and management, especially guest related issues and early morning call outs.
• Communicate with housekeeping and front desk of any no-shows, room moves, early check-outs, etc.
• Have a thorough working knowledge of hotel property management system, Opera.
• Working knowledge of all rates, packages, and booking restrictions.
• Monitor guest accounts and post charges.
• Review accounts and charges with guests during the check out process.
• Professionally handle guest complaints, solving problems, and follow up using Ethan Allen's service culture standards, apologize and empathize with guests when responding complaints.
• Record guest comments or complaints, referring customers to managers as necessary.
• Maintain the lobby and sitting area including ensuring the coffee, other beverages and snacks are replenished and maintained.
• Handle all lost and found inquiries efficiently and professionally, following proper guidelines
• Recording and setting wake up calls.
• Deposit guests' valuables in hotel safes or safe-deposit boxes.
• Responsible for safekeeping and issuance of keys.
• Balancing of daily postings and revenue in system.
• Timely and accurate preparation and distribution of daily reports be email.
• Expeditious and diplomatic resolution of guest issues.
• Full knowledge in all emergency procedures (fire, safety, disaster, etc.).
• Security checks of entire building are done routinely through the night, including locks and energy efficiency program.
• Accurate preparation of VIP, complimentary, house use rooms and out of order lists.
• Ensure proper registration of guests and credit procedures are followed.
• Efficient processing of guaranteed/no show billings.
• Adhere to all systems and controls procedures.
• Complete third shift night audit checklist and responsibilities are complete.
• Completion of the M3 Night Audit spreadsheet each shift (total estimated time for all of this would be 30 minutes).
• Entry of the daily report data from the summary page of the above report into the M3 Acknowledge Accounting system (total estimated time 30 minutes).
• Exporting of the Daily Reports from M3 and emailing same to various department heads at the hotel (estimated time 5 minutes).

Hotel Specific Essential Functions

• Flexibility to perform job responsibilities outside of this job description that may require assisting other departments in their regular functions.
• Ability to comply with all hotels policy and procedures.
• Ability to work 11pm to 7am any night of the week if needed (ie. Cover vac., sick days, etc.).
• Ability to stand for 8 hrs length of time.
• Ability to lift 30 lbs.
• Ability to bend frequently during a shift.

Technology and Equipment

• Proficiency in M3 accounting software, Windows office pack, Excel, Outlook, Word and Multi-line phone system
• Maintain room inventory on property operating system
• Processes credit card transactions on a credit card terminal

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