Front Desk Agent Overnight Night Audit Relief

About the position

The Front Desk Agent Overnight Night Audit Relief position at Aimbridge Hospitality involves greeting and registering guests, providing exceptional customer service throughout their stay, and settling accounts upon completion. The role requires effective communication, problem-solving skills, and the ability to handle various tasks in a high-pressure environment while maximizing room revenue and occupancy.

Responsibilities

• Approach all encounters with guests and associates in a friendly service-oriented manner.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
• Maintain regular attendance in compliance with Aimbridge Hospitality standards as required by scheduling.
• Comply with Aimbridge Hospitality policies, standards, and regulations to encourage safe and efficient hotel operations.
• Greet and welcome all guests approaching the Front Desk according to Aimbridge Hospitality standards.
• Maintain proper operation of the telephone switchboard and ensure performance standards are met.
• Handle requests for information, mail, and messages efficiently and courteously.
• Answer guest inquiries about hotel services, facilities, and hours of operation.
• Establish and maintain good communication and teamwork with fellow associates and other departments.
• Be aware of all rates, packages, and special promotions, and be familiar with in-house groups and restricted dates.
• Obtain necessary information when taking room reservations and follow rate quoting scenarios.
• Familiarize with Aimbridge Hospitality policies and house rules, as well as hospitality terminology.
• Assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
• Comprehend and operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.
• Use proper two-way radio etiquette when communicating with other associates.
• Deliver guest items such as luggage, newspapers, messages, packages, and amenities as requested.
• Maintain an up-to-date working knowledge of all property amenities, special events, local attractions, and activities.
• Perform other duties as assigned, including helping coworkers in other areas of the hotel and maintaining cleanliness and safety throughout the hotel and grounds.
• Access back of house areas of the hotel and sensitive information.
• Demonstrate the ability to handle cash, prepare and deposit cash drops, and secure and balance the bank.
• Interact and occasionally have unsupervised contact with guests and/or colleagues.
• Access and control sensitive areas in the hotel premises, including Master Keys and secured file cabinets.
• Drive safely on behalf of the company for business reasons.
• Maintain a high level of trust and responsibility.
• Represent the company with a good reputation and sound judgment.

Requirements

• High School diploma or equivalent required; College coursework in a related field is helpful.
• Experience in a hotel or related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service.
• Demonstrate the ability to multi-task, be detail-oriented, and problem-solve effectively.
• Ability to convey information and ideas clearly.
• Ability to evaluate and select among alternative courses of action quickly and accurately.
• Ability to work well in stressful, high-pressure situations.
• Effective in handling workplace problems, including anticipating, preventing, identifying, and solving issues as necessary.
• Effective at listening to, understanding, and clarifying issues raised by co-workers and guests.
• Ability to work with and understand financial information and data, including basic arithmetic functions.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying, and dividing.
• Ability to read, comprehend, and write simple instructions and/or short correspondence and memos.
• Ability to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables.
• Operational knowledge of Microsoft Office suite.
• Willingness and ability to work a varied schedule that may include evenings, nights, weekends, and holidays.
• Understanding of hotel products and guest services.