Night Auditor/Front Desk Agent
Job Description
Job Description
Summary of Position
Night Auditor / Front Desk Agent responsible for overnight hotel operations, including guest check-ins and check-outs, handling reservations, providing customer service, and completing daily financial audits. Ensures accuracy of reports, maintains security, and delivers professional, friendly service during overnight hours.
Organizational Relationships
Reports to:
Front Desk Manager/Director of Front Desk
Supervises:
NA
Qualifications and Skills
- Must be 18 years of age or older
- Excellent written and verbal communication to interact with clients, vendors, staff, and guests
- Must be able to speak, read, write and communicate in English to adequately perform the duties of the job
- Excellent problem-solving abilities and attention to detail
- Capacity to identify and resolve issues promptly and efficiently
- Ability to work in a fast-paced environment and handle multiple tasks
- Proficient in using computer systems and hotel management software
- Work varying schedules that include evenings, weekends, holidays and extended hours as business dictates.
Education and Experience
- High School diploma/GED or equivalent education
- Hospitality training preferred
- Previous experience in customer service role, specifically hospitality or hotel setting
- Proficient computer skills including but not limited to Microsoft Word, Power Point, Excel and Outlook and other required systems.
Duties and Responsibilities
Guest & Resident Communications:
· Answers hotel guest and resident inquiries
· Answer phone calls, process reservations, and relay messages efficiently
· Communicates effectively regarding room availability, upgrades, general billing inquiries, and other special requests
· Coordinates with the Front Desk, Housekeeping, Security and other departments as needed to address guest and resident needs
Hotel Reservation Management:
· Understand and access the reservation system to ensure accurate reservations, modifications and cancellations
· Prepare and distribute daily financial and occupancy reports for management
· Handle cash, credit card transactions, and billing adjustments accurately
· Maintain accurate guest records and update hotel management systems
· Resolve guest issues promptly while maintaining a calm and courteous demeanor
· Coordinate with housekeeping, maintenance, and management regarding guest needs and overnight issues
· Ensure compliance with hotel policies, safety procedures, and confidentiality standards
· Set up front desk for the next day's operations
Training & Development:
· When needed, train and mentor new team members on Fire Command & Safety procedures, hotel reservation procedures, and customer service standards
Compliance:
· Ensure compliance with Fire Command and Hotel Policies, Procedures, and industry regulations
Other:
· Completes training and other duties as assigned.
Showboat Core Values
Demonstrates Showboats core values in the performance of position responsibilities:
1) Friendly Focused – we are committed to creating a fun environment that embraces families and children of all ages.
2) Kindness Focused – we demonstrate kindness in everything we do, seeking to uplift and support all of those around us.
3) Team Spirit – we foster a respectful workplace where team members work together to exceed our guest's expectations.
4) Hearts that Serve – we are driven by a passion to bring joy and happiness to the guests that we serve.
5) Take Ownership – we take full responsibility for our actions and the resulting outcomes, embracing personal accountability.
Essential Functions
- The ability to attend work predictably and regularly and to be punctual.
- The ability to work varying schedules including evenings, weekends, holidays, and extended hours as business operations dictates
- The ability to read and understand documents, drawings, and instructions (whether presented in written, oral, diagram or schedule form).
- The ability to work with mathematical concepts and to apply concepts to practical situations.
- The ability to work cooperatively with others.
- The ability to deal politely and professionally with customers and coworkers.
- The ability to perform several tasks at once.
- The ability to follow directions or instruction.
- The ability to use a computer to communicate, create, and access information.
- The ability to lift and move 25 pounds.
- The ability to sit/stand/bend/stretch, etc.
- The ability to use hands to finger, handle, or feel and reach with the hands and arms
Physical Demands
Constantly – occupation requires this activity more than 66% of the time (5.5+ hours/day)
Frequently – occupation requires this activity from 33% to 66% of the time (2.5 – 5.5 hours/day)
Occasionally – occupation requires this activity up to 33% of the time (0 – 2.5 hrs/day)
Not Applicable – activity is not applicable to this occupation.
Physical Demands
Stand
Constantly
X
Frequently
Occasionally
Not Applicable
Walk
Constantly
X
Frequently
Occasionally
Not Applicable
Sit
Constantly
Frequently
X
Occasionally
Not Applicable
Handling/Fingering
X
Constantly
Frequently
Occasionally
Not Applicable
Reach Outward
X
Constantly
Frequently
Occasionally
Not Applicable
Reach Above Shoulder
Constantly
Frequently
X
Occasionally
Not Applicable
Climb
Constantly
Frequently
Occasionally
X
Not Applicable
Crawl
Constantly
Frequently
Occasionally
X
Not Applicable
Squat or Kneel
Constantly
Frequently
Occasionally
X
Not Applicable
Bend
Constantly
Frequently
Occasionally
X
Not Applicable
Lift/Carry
10 lbs. or less
Constantly
X
Frequently
Occasionally
Not Applicable
11 to 20 lbs.
Constantly
X
Frequently
Occasionally
Not Applicable
21 to 50 lbs.
Constantly
Frequently
X
Occasionally
Not Applicable
51 to 100 lbs.
Constantly
Frequently
Occasionally
X
Not Applicable
Over 100 lbs.
Constantly
Frequently
Occasionally
X
Not Applicable
Push/Pull
12 lbs. or less
Constantly
X
Frequently
Occasionally
Not Applicable
13 to 25 lbs.
Constantly
X
Frequently
Occasionally
Not Applicable
26 to 40 lbs.
Constantly
X
Frequently
Occasionally
Not Applicable
41 to 100 lbs.
Constantly
Frequently
X
Occasionally
Not Applicable
Environmental Factors
Extreme Cold (non-weather)
Constantly
X
Frequently
Occasionally
Not Applicable
Extreme Heat (non-weather)
Constantly
X
Frequently
Occasionally
Not Applicable
Loud Noise Level
Constantly
X
Frequently
Occasionally
Not Applicable
Other
Ability to Read
X
Constantly
Frequently
Occasionally
Not Applicable
Ability to Speak English
X
Constantly
Frequently
Occasionally
Not Applicable
Ability to Understand Verbal Directions
X