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Night Auditor/Front Desk Agent

4 months ago

San Francisco, United States Hotel Zoe Fisherman's Wharf Full time
Position Overview:

The Night Auditor/Front Desk Agent is responsible for processing all overnight guest check-ins, check-outs, room assignments, and room change/late check-out requests, answer phones and help guests with whatever they need. Secure payment; activate/reissue room keys, end-of-day tasks, including processing guest payments, balancing reports, reconciling the cash drawers at the front desk, and preparing invoices for the following day. Provide information and assistance to all guests and visitors.

Shift time- 10:15pm- 6:15am

Key Responsibilities:

  • Welcome guests, check them in, distribute room keys and explain the hotel's amenities.
  • Maintain complete knowledge of hotel operations, scheduled daily activities, and room product.
  • Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
  • Explain local amenities and attractions to guests.
  • Ascertain callers' needs through open-ended questions.
  • Reconcile bookkeeping and complete all daily front desk agent work.
  • Balance room posts and close day.
  • Run accounts receivable reports.
  • Provide the next day reports for the hotel.
  • Address complaints, glitches, and/or requests in a very friendly and professional manner. Ensure that all are resolved or addressed with the proper department Manager.
  • Accommodate special requests and designate such in system following hotel SOP’s.
  • Access guest history records to best service guests; maintain accurate information in guest history files.
  • The ability to exercise personal discipline and extra diligence to assure that projects are completed on a timely basis.
  • Obtain assigned bank and ensure accuracy of contracted monies. Always keep assigned bank secure.
  • Communicate pertinent guest information to designated departments/personnel (i.e. special requests, amenity delivery).
  • Present folio to guest and resolve any disputed charges.
  • Input reservations.
  • Work with minimal supervision.
  • Perform additional duties, as assigned.
Required Skills:
  • High levels of patience, tact, and diplomacy.
  • Strong organizational, prioritization skills and ability to work well under pressure and meet deadlines.
  • Strong knowledge of Opera, Microsoft Outlook and Teams is a plus.
  • Possess a keen eye for the smallest detail and maintain a sense of urgency.
  • Ability to think clearly, remain calm, and resolve problems using good judgement.
  • Communicate clearly, concisely, and openly verbally and in writing.
  • Exude high energy and demonstrate a knack for building rapport with guests and colleagues.
  • Organizational and time management skills are essential to complete each shift’s tasks while balancing the spontaneous guest service aspects of the job.
  • Fluency in English and fluency in additional languages a plus.
  • Ability to maintain confidentiality of guest information and pertinent Hotel data.
  • Must be able to bend, stoop, squat and stretch to fulfill necessary tasks.
  • Must be able to lift, push, and pull up to 25lbs. on a regular and continuing basis.
  • Must be able to stand and exert well-paced mobility for up to 8 hours in length.
Qualification Standards:
  • College degree preferred.
  • 1 to 2 years of previous experience in a similar position in a luxury hotel preferred.
  • All colleagues must maintain a neat and well-groomed appearance.
  • Due to the dynamic nature of the hospitality industry, the Night Auditor/Front Desk Agent may be required to work varying schedules to reflect the business needs of the hotel, including but not limited to weekends and holidays.
Wage Rate: $30.62 per hour

About Hotel Zoe

Inspired San Francisco experiences start at our Fisherman’s Wharf boutique hotel. Hotel Zoe is known for its unbeatable location, award-winning service, and outstanding cuisine, but it’s our whimsical spirit that really sets us apart. As part of the EOS Hospitality Group, we believe in Shared Accountability, Humility & Kindness, Creative Problem Solving, Collaboration & Community and Do Well and Do Good. Hotel Zoe offers competitive salaries and robust benefit plans.

Full Time Hourly Benefits:
  • Tiered Medical Plans- Cigna or Kaiser
  • Disability
  • Tiered PPO Dental Plans
  • Voluntary Supplemental Medial Plans
  • Vision
  • Paid Holidays
  • Employee Assistance Program
  • PTO and Sick Pay
  • Flexible Spending Account (FSA)
  • 401K Matching Program
  • Life & AD&D Insurance
  • Pre-Tax Commuter and Parking Benefits


Full Time Hourly Perks:
  • EOS Employee Rates plus 50% off F&B and Retail
  • Employee discounts in Pescatore Restaurant
  • Employee Job Referral Program
  • Employee Recognition Programs and Appreciation Events
  • Discounts on Offsite Parking and Work Safety Shoes


Important Notice:

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Hotel Zoe is an Equal Opportunity Employer without regard to people formerly experiencing homelessness, race, color, creed, gender, gender expression, gender identity, religion, marital status, registered domestic partner status, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, age, veteran status, national origin or ancestry, political affiliation, physical or mental disability, medical condition including genetic characteristics, or any other consideration made unlawful by federal, state, or local laws. Hotel Zoe hiring policies require a background check for all applicants working directly with at-risk populations.