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Overnight Front Desk Agent

2 months ago

Miami, Florida, United States Think Hospitality Full time
Job Description

Job Summary:

The Overnight Front Desk Agent will be responsible for ensuring the accurate balance of hotel room revenue, food and beverage, retail outlets, valet postings, house accounts, and settlements in Opera and Micros. This role will also involve performing and settling all end-of-day procedures, conducting front office functions, and maintaining a high level of customer service.

Main Responsibilities:

  1. Operational Tasks:
  2. Receive Handover from PM Shift: The Overnight Front Desk Agent will receive a handover from the previous shift, review the log book, and follow up on any outstanding requests.
  3. Check Figures in Opera: The agent will verify the figures in Opera, Room Availability, and Percentages to ensure accuracy.
  4. Prepare Emergency Back-up Reports: The agent will prepare emergency back-up reports to ensure that all necessary information is available in case of an emergency.
  5. Perform Bucket Check: The agent will perform a bucket check to ensure that all guest information, arrival date, departure date, method of payment, and other relevant details are accurately recorded and updated.
  6. Perform Discrepant Room Report: The agent will prepare a discrepant room report to identify any discrepancies in room assignments or inventory.
  7. Prepare Credit Limit Report: The agent will prepare a credit limit report for all guest folios and house accounts, noting any additional credit limits.
  8. Balance Cashier's Settlement Report: The agent will balance each cashier's settlement report at the end of the shift to ensure accuracy.
  9. Balance Front Office Postings and Settlements: The agent will balance and audit front office postings and settlements to ensure that all transactions are accurately recorded.
  10. Balance Credit Cards: The agent will balance all credit card transactions, charge totals, and prepare credit cards for submission.
  11. Ensure Food and Beverage Tickets are Turned In: The agent will ensure that all food and beverage tickets are turned in at closing time, including banquet, cash bars, and special events.
  12. Separate Room Service and Restaurant Checks: The agent will separate room service and restaurant checks, which go directly to the city ledger or house accounts.
  13. Balance Food and Beverage Outlets: The agent will balance and audit all food and beverage outlets, ensuring that Micros figures match with Opera figures before processing end-of-day.
  14. Prepare Banquet Spreadsheets: The agent will prepare and balance banquet spreadsheets, including all F&B checks for the day, F&B point-of-sale system-generated financial data, and cashiers' summary reports.
  15. Balance Retail Outlets: The agent will balance all retail outlets, ensuring that retail room charges are signed and properly processed into guest folios.
  16. Balance Valet Postings: The agent will balance and audit all valet postings in guest folios by tickets and quantity.
  17. Ensure Telephone Call Accounting System Reporting: The agent will ensure that telephone call accounting system reporting has been completed and the system is functional, with all call charges posted to the folio.
  18. Prepare Allowances and Miscellaneous Charges: The agent will prepare all allowances and miscellaneous charges for proper approval, description, and preparation for PC routing.
  19. Balance Guest with a Balance Report: The agent will balance and zero out the guest with a balance report nightly before end-of-day.
  20. Prepare House Account Summary: The agent will prepare a house account summary nightly and prepare for PC routing.
  21. Perform Room and Tax Postings: The agent will perform room and tax postings (excluding selected house accounts), end-of-day rollover, and CC settlements in Opera and Micros.
  22. Organize Night Audit Work: The agent will organize the night audit work in an orderly manner for distribution to the income auditor.
  23. Report Problems or Discrepancies: The agent will report any problems or discrepancies to the night manager, income auditor, and assistant financial controller on a daily basis.
  24. Ensure Copy and Back-up Procedures: The agent will ensure that copy and back-up procedures are properly completed on the hotel's computer system, with a new back-up tape to be changed nightly.
  25. Coordinate Newspaper Delivery: The agent will coordinate newspaper delivery and check for special newspaper requests.
  26. Prepare and Distribute End-of-Day Reports: The agent will prepare and distribute all end-of-day reports.
  27. Process No Shows and Cancel Reservations: The agent will process no shows and cancel reservations.
  28. Ensure Wake-up Calls are Processed: The agent will ensure that wake-up calls are processed.
  29. Update Pass-on Log: The agent will update the pass-on log, enter new day's arrivals/departures, VIPs, etc.
  30. Perform Additional Duties: The agent will perform any additional duties assigned by the director of finance, assistant, or income auditor.
  31. Report Guest Issues or Emergency Situations: The agent will report any guest issues or emergency situations to the night manager.
  32. Project a Professional Image: The agent will project a professional, friendly, and courteous image to guests and staff.
  33. Provide Detailed Information: The agent will provide detailed information to guests regarding hotel services, hours of operation, key personnel, daily activities, and special functions.
  34. Assist with Guest Relocation: The agent will assist in relocating guests when necessary, in a professional and diplomatic manner.
  35. Prepare Registration Cards: The agent will prepare registration cards for new arrivals, process early departures, and handover information to the AM shift.

General Responsibilities:

  1. Understand and Adhere to Rules and Regulations: The agent will understand and strictly adhere to the rules and regulations established in the employee handbook and the hotel's policy on fire, hygiene, health, and safety.
  2. Work to the Best of Ability: The agent will always work to the best of their ability.
  3. Be Financially Aware: The agent will be financially aware and aim to strive for a successful profitable business.
  4. Report for Duty Punctually: The agent will report for duty punctually following the correct clock-in procedures.
  5. Be Groomed and Dressed Appropriately: The agent will be groomed and dressed as stipulated in the staff handbook, including wearing the correct clean uniform at all times.
  6. Maintain a High Standard of Personal Appearance and Hygiene: The agent will maintain a high standard of personal appearance and hygiene at all times.
  7. Maintain a Good Rapport and Working Relationship: The agent will maintain a good rapport and working relationship with all staff members.
  8. Be Aware of Security Policies: The agent will be fully aware and cooperate with all security policies.
  9. Handle Guest and Employee Inquiries: The agent will handle guest and employee inquiries to the best of their ability in a courteous and efficient manner and report guest complaints or problems to supervisors or managers on duty at all times.
  10. Provide and Maintain High Service Standards: The agent will provide and maintain the highest possible service standards to our clientele at all times.
  11. Use Knowledge to the Best of Ability: The agent will use their knowledge to the best of their ability with regard to legal matters.
  12. Not be Under the Influence of Drugs or Alcohol: The agent will never be under the influence of drugs or alcohol when on duty.
  13. Be Familiar with Emergency Procedures: The agent will be familiar with the emergency procedures of the hotel.
  14. Not Communicate with the Press: The agent will never communicate with any members of the press regarding Think Hotel Group, its clientele, and the owners of the hotel.
  15. Not Carry Any Weapons: The agent will not carry any weapons on property.