Overnight Front Desk Agent

Overall Scope and Responsibility:

Responsible for the accurate balance of Hotel Room Revenue, Food & Beverage, Retail outlets, Valet postings, House Accounts, settlements in Opera & Micros. Perform and settle all End of Day procedures. Conduct Front Office functions.

Main Duties:

Operational

1. Receive Handover from PM Shift. Read and Initial Log book. Follow up on any request.
2. Check the figures in Opera, Room Availability & Percentages.
3. Prepare emergency back-up reports. Ensure no pending departures and Special request on arriving VIP'S had been met.
4. Performed Bucket Check: Ensure all guest information, arrival date, departure date, method of payment has been register and updated, guest address and signature is obtained
5. Performed Discrepant Room Report
6. Prepare credit limit report for all guest folios, House accounts. Noting additional credit.
7. Balance each cashier's settlement report at the end of the shift to the cashier's filled out summary report. Compare the amounts for each cashier by running tapes by types (and batch) to the POS Summary Report to the General Cahier's Deposit Summary to the net Cash Deposit amount, to the net Cash Settlements. Noting discrepancies.
8. Balance and Audit Front Office posting and settlements. Ensure that the corrections from the Room & Count Sheet agree to the correction sheets and note adequate explanation and approval for unusual items.
9. Balance all credit cards, charge totals to individual cashier reports, and prepare credit cards for submission, ensuring that adding machine tapes of both soft and hard copies agree and are balanced with credit card folios.
10. Ensure all Food & Beverage tickets had been turned in at closing time; including Banquet, cash bars and special events. No open tickets in the system.
11. Separate Room Service and Restaurant checks which go directly to City Ledger and or House Accounts. Balance all to Guest folios POS Summary Report. Complete Daily Summary
12. Balance and Audit all Food and Beverage outlets of the hotel. Ensure Micros figures match with Opera figures before processing End of Day.
13. Prepare and balance Banquet Spreadsheets. Items include all of the F&B checks for the day; F&B Point of Sale system generated financial data, and the cashiers' summary reports.
14. Balance all retail outlets. Ensure retail room charges are signed and properly process into guest folios.
15. Balance and Audit all Valet postings in guest folios by tickets and quantity.
16. Ensure that Telephone Call Accounting System reporting has been completed and the system is functional and all call charges are posted to the folio.
17. Prepare all allowances, miscellaneous charges, for proper approval, description and prepare for PC routing.
18. Guest with a Balance report balanced and zeroed out nightly before End of Day.
19. Prepare House Account Summary nightly and prepare for PC routing.
20. Performed Room & Tax postings (excluding selected house accounts), End of day rollover, and cc settlements in Opera & Micros.
21. Organize the Night Audit work in an orderly manner for distribution to the Income Auditor.
22. Report any problems or discrepancies to the Night Manager, Income Auditor and Assistant Financial Controller on a daily basis
23. Ensure the copy and back-up procedures are properly completed on the hotel's computer system. Back up tape to be change nightly.
24. Coordinate newspaper delivery, check for special newspaper requests.
25. Prepare and Distribute all end of the day reports.
26. Process No shows and Cancel Reservations.
27. Ensure wake-up calls are process.
28. Update pass-on log, enter new day's arrivals/ departures, VIPs etc
29. Perform any additional duties assigned by the Director of Finance, Assistant and or Income Auditor.
30. Report any guest issue or emergency situation to Night Manager.
31. Project a professional, friendly and courteous image to guest and staff.
32. Provide detailed information to guests regarding hotel services, hours of operation, key personnel, daily activities and special functions.
33. Assist in relocating guest when necessary, in a professional and diplomatic manner.
34. Prepare registration cards for new arrivals, process early departures and handover information to AM Shift.

General

1. To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel's policy on Fire, Hygiene, Health and Safety.
2. To always work to the best of your ability
3. To be financially aware and aim to strive for a successful profitable business.
4. To report for duty punctually following the correct clock in procedures.
5. To be groomed and dressed as stipulated in the staff handbook including wearing the correct clean uniform at all times.
6. To maintain a high standard of personal appearance and hygiene at all times.
7. To maintain a good rapport and working relationship with all
8. To be fully aware and cooperate with all the security policies.
9. To handle guest and employee inquiries to the best of your ability in a courteous and efficient manner and report guest complaints or problems to supervisors or manager on duty at all times
10. To provide and maintain the highest possible service standards to our clientele at all times
11. To use your knowledge to the best of your ability with regard to legal matters
12. To never be under the influence of drugs or alcohol when on duty.
13. To be familiar with the emergency procedures of the hotel
14. Never to communicate to any members of the press with regard to Think Hotel Group, it's clientele and the owners of the hotel.
15. Not to carry any weapons on property.