Night Auditor/ Welcome Desk Agent

JOB SUMMARY

The Dual Rate Welcome Desk Agent / Night Auditor accommodates hotel guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, presenting statements to and collecting payments from departing guests, making and confirming reservations, answering PBX calls and connecting callers to the appropriate extension.  When a Welcome Desk Agent works the overnight shift, they will be scheduled as Night Auditor.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job with or without reasonable accommodations.  This list of duties and responsibilities is not intended to be all-inclusive, but a general illustration.   

-Greets, registers, and assigns rooms to hotel guests. 

-Verifies guest identification and establishes how the guest will pay for the accommodations. 

-Issues room keys and relays instructions to guests. 

-Keeps records of room availability and guests’ accounts on computer. 

-Computes bills and collects payments. 

-Makes and confirms reservations. 

-Uses player CMP system to make Marketing offer reservations. 

-Answers PBX calls and routes calls to proper extension. 

-Answers inquiries pertaining to hotel services, shopping, dining, entertainment and any other activity connected with the hotel, casino or entertainment complex. 

-Advises housekeeping staff when rooms have been vacated and are ready for cleaning. 

-Coordinates with player services and housekeeping on amenities and room assignments of hosted guests. 

-Contacts housekeeping or maintenance staff when guests report problems. 

-Performs simple bookkeeping activities, such as balancing cash accounts. 

-The Night Auditor does all of the above duties of the Welcome Desk Agent and will initiate the automated process to post room and tax to the guest folio / bill.  This is done nightly every day of the week.  

-Other duties as assigned. 

REQUIRED SKILLS AND ABILITIES

STANDARDS OF PERFORMANCE 

Ability to maintain high levels of confidentiality and integrity. 

Maintain interpersonal working relationships among all Team Members and the public. 

Excellent verbal and written communication skills. 

Willingness to assume overall responsibility relative to the performance of the position 

Must be detail oriented, have a professional attitude, strong organizational and time management skills, and be customer-focused 

Available to work when needed, including weekends, holidays, and nights.

EDUCATION AND EXPERIENCE

EDUCATION, TRAINING, AND EXPERIENCE 

High School Diploma or equivalent required. Knowledge of principles and processes for providing customer service. 

Ability to perform basic mathematics 

Ability to define problems, collect data, establish facts and draw valid conclusions.  Ability to interpret a variety of instructions in written, oral, diagram or schedule form.   

Candidate must be experienced in Microsoft Office. 

CERTIFICATES AND LICENSES 

Must be able to obtain and maintain appropriate applicable licensing. 

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

PHYSICAL DEMANDS  
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.  The employee may also be required to lift, push, and pull up to 50lbs independently or more than 50lbs with assistance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment can be moderate to loud at times.