Front Desk Agent/Night Auditor

Job TitleThis position is 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. Also, this position 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 DutiesCheck-in and check-out hotel guests in a confident, professional, and friendly mannerInitiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistanceAnticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of dayProvide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate informationReview arrivals noting special requests and blocking rooms as necessary for VIP and group arrivalsComplete all items as listed on shift checklistsBucket checks to be performed by each shift to verify data as it pertains to: Guest nameGuest addressRoom rateDate of departureNumber of guests in roomEnsure proper credit card procedures are followed at all times to include checking that ID matches credit card information, credit card is swiped, and guest signature on registration slipAdhere 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 shiftIssue guest safety deposit boxes as requested.Advise guests of any messages, mail, faxes, etc. received for themCommunicate service and amenities of the hotel to guestsCommunicate VIP arrivals to designated personnel for escort and delivery of amenitiesTake, record and relay messages accurately, completely and legiblyOffer detailed information on the voice mail system to callers and guests wishing to leave messagesAccept and record wake-up call requestsFollow 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 shiftCreate accurate and timely reports and correctly handle all cash transactionsProvide relief support to the hotel PBX operator during shiftFollow 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 centersFollow all specified procedures to reconcile cashier's reports with the restaurant system each night, researching and posting any unresolved tickets from the day shiftsBalance and audit for accuracy the 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 revenuesTransmit credit card batchesComplete and transmit daily management and accounting reports and supporting documents.Act as hotel system liaison during night hoursPerform all Guest Service Representative Functions as required; may assist in booking room reservations; may assist in answering hotel phone calls and notifying guests of messageAny and all duties assigned by managementMinimum RequirementsMust have minimum of two years' experience working in related field (hospitality preferred)Must have proficient knowledge in Microsoft OfficeExperience in high volume establishmentsMust have technical proficiency in computer applicationsPrevious experience as front desk agent/night auditor or customer service preferredPrevious hotel/hospitality experience preferredMust 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 holidaysKnowledge/Skills/AbilitiesAbility to read, write and speak English (multi-lingual a plus)Ability to hear, understand, follow and give written and oral instructionsAbility to deal with stressful conflicts involving groups of people, individuals, and co-workersAbility to work with large groups of people, and age groupsAbility to plan, organize and conduct a wide variety of activitiesKnowledge of leadership techniquesAbility to make sound judgements and ability to resolve conflicts effectivelyAbility to work harmoniously with fellow employees and guestsFollow all company policies and proceduresAbility to adapt to changing guest needsAttention to detailStrong organizational and time management disciplineUnderstanding of hospitality operating systemsAbility to provide quality customer service and possess the ability to multi-taskStrong computer skills and cash handling experienceAbility to work indoors and outdoors, including intense or inclement weather conditionsEnsure uniform and personal appearance are clean and professionalThank guests with genuine appreciationSpeak with others using clear and professional languageDevelop and maintain positive working relationships with othersAbilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bendingAbility to frequently (<4 hours per day) lift up to 30 pounds of weight to chest heightEstablished in 2011, Carter Hospitality Group, LLC. is a family-owned hospitality company with 4 hotels and resorts as well as 3 wineries across the United States. Based in Orange County, California, the company manages and owns a portfolio of luxury properties including South Coast Winery Resort & Spa, Temecula, California; Carter Estate Winery and Resort, Temecula California; and Carter Creek Winery Resort & Spa, Hill Country, Texas. Carter Hospitality Group also serves as the owner-franchisee for Radisson Hotel Orlando Lake Buena Vista South, Orlando Florida. The company also owns the South Coast Winery in Temecula California, Carter Estate Winery in Temecula California and the Carter Creek Winery in Hill Country, Texas. For more information, visit us at CarterHospitality.com.PurposeEnriching lives by crafting exceptional environments and experiences.NicheWe design, build and care for unique settings where communities thrive and memorable experiences come to life.We are an Equal Employment Opportunity employer.