Posted April 10, 2019
Front Desk Agent / Night Auditor
Provide a HEARTfelt experience as an ambassador for the front desk and night audit ! Welcome, show gratitude, answer questions, resolve any issues and provide the highest level of CARE to take THE SCOTT to the top 10 in TripAdvisor (currently #12)!
Summary of Position:
The Front Office Agent /Night Auditor is responsible for providing welcoming, friendly, efficient, resourceful and hospitable service at the front desk, including check in and check out and guest resolution. They will work in this role 3 days/week; two nights will be spent conducting Night Audit, which, in addition to front desk duties, is the reconciliation of the days revenue, including reports, audit and other accounting related duties.
Complete the registration process by inputting and retrieving information from a computer/property management system, confirming pertinent information to a guest’s reservation and making changes as necessary
Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-in.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, traveler checks, and other forms of payment.
Post charges to guest rooms and house accounts using the computer.
Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests
Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages, mail and facsimiles for guests as requested.
Close guest accounts at the time of check out ensuring the guest’s stay was enjoyable, resolving issues as necessary
Providing safety deposit boxes, upon request
Arrange registration cards and complete bucket check
Complete the nightly audit of the resort through the SMS system
Other tasks as assigned by Front Office Supervisor/Assistant FO Mgr/FO Mgr/Director of Rooms
Incorporate the Mystery Shopper Standards into every interaction
Education: High School Graduate or equivalent required; college education highly preferred
Experience: Prior supervisory experience preferred.
Certificates or Licenses: N/A
Knowledge, Skills, and Abilities:
Ability to train and supervise with strong leadership skills
Ability to make quick and efficient decisions to benefit the team and guest.
Ability to memorize and perform Resort Standards, AAA standards, and Mystery shopper standards
Ability to use a moderately complex computer system and troubleshoot software problems
Ability to utilize a calculator to prepare moderately complex mathematical calculations without error.
Must type a minimum of 15 WPM
Behaves with HEART: Helpful Ethical Attentive Resourceful Thankful
Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language
Professional Appearance: Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review)
Attendance as scheduled is a critical element in all positions at The Scott Resort & Spa.
Actual hours may vary dependent on business need but will generally fall between 6am and 2pm for the Front Desk shift, and 10pm to 6:00am for the Night Audit shift.
The Scott Resort & Spa’s leaders and team members believe each guest should be treated with respect and professionalism. We create A HEARTfelt experience…BEyond Expectations, enticing our guests to return again and again. In order to be successful at The Scott Resort & Spa, team members must share both our vision and our values (Helpful, Ethical, Attentive, Resourceful and Thankful). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our fun, friendly and enthusiastic team members treat every guest as if they were our only guest. A true customer focus is essential to success with our property.