Overnight Front Desk Agent
- Boston, MA
- Permanent
- Full-time
- Preparation of daily reports and distribution as directed.
- Accurate preparation of VIP, complimentary, house use rooms, and out of order lists.
- Conduct back up procedures for Epitome and drop tape nightly.
- Handling Express checkouts ensuring their completion.
- Completion of third shift Night Audit checklist
- Balancing of daily postings and revenue.
- Ensure adequate communication the following morning to all necessary departments by communicating through “Wrap-Up” emails.
- Understanding of all front office standards and assist in solving deficiencies.
- Documenting errors made by cash handling auditors.
- Prepare In-house allowance and adjustment spreadsheets each day.
- Prepare and send out the DAR to appropriate team members.
- Balancing of daily posting and revenue, and resolution of inaccuracies.
- Ensuring nightly transmission of credit cards through IPU and Epitome.
- To be thoroughly acquainted with all check-in and check-out procedures and policies.
- To be a main liaison between guest and the hotel.
- To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
- To be thoroughly acquainted with PBX Operator duties.
- Be familiar with emergency procedures and Alarm System in the PBX department.
- Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
- To be thoroughly knowledgeable of all Front and PBX Moments of Service scenarios, and execute to standard.
- Be familiar with all systems and equipments as related to the Front Office (EPITOME, Nucleus, GoConcierge, Synergy, Vingcard Vision, Two-Way Radio Dispatch, ISD Firepanel)
- Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
- Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
- To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage)
- To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
- To be familiar with local attractions and businesses (to include Charlotte Athletic Club, Museums, Restaurants, BOA Plaza, Epicenter, Malls)
- Aid guests in locating other areas of the hotel (walk them to destination if possible)
- Familiarity with parking validation procedures and Good Night’s Rest Policy
- Effectively operate computer, printer, telephone, pen/pencil, photo-copying machine, facsimile machine, two-way radio
- Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
- Deliver personalized, memorable guest experiences by utilizing the Power of One.
- Excellent customer service and problem solving skills
- Must have strong communication, computer and organizational skills
- Maintain a professional business appearance, attitude, and performance
- Prior guest service experience required, preferably hotel front office experience
- Must be able to work a variety of shifts, including weekends and holidays.
- Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance. Stand, walk or sit for an extended period or for an entire work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.