Night Auditor/Front Desk Clerk

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Hilton and brand high standard of quality.

Essential Job Functions

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by imputing and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization using electronics acceptance methods. Handle cash make change and balance an assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and hours accounts using the computer.
• Answer phones in a prompt and courteous manner using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Required Skills and Abilities

• Must have the ability to communicate in English.
• Maintain a professional appearance and manner at all times.
• The ability to communicate well with guests.
• Must be willing to pitch-in and help co-workers with their job duties and be a team player
• Strong Hilton Experience required
• OnQ Experience required

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tack and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to stand for long periods and move throughout front office and continuously perform essential job functions.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.
• Ability to establish and maintain effective working relationship with associates, customers and patrons.

*

• Execute guest reservation, check-in, check-out, payment, and service procedures in compliance with brand quality assurance standards
• Maintain a friendly and hospitable attitude with guests and team members and you are present at the desk during all hours
• Acquire and maintain knowledge of local attractions and amenities in order to provide service to guests needing such information
• Ensure collections, including credit card and direct bill, are executed in accordance with company policies
• Maintain proper control over keys, safe deposits, and all company and guest property
• Ensure rates are optimized by monitoring competitor occupancy and rates
• Ensure that all required documentation is completed in a timely manner
• Properly quote daily rates and issues credits
• Perform other duties as assigned to support guest satisfaction

Job Type: Full-time

Pay: From $11.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• On call
• Weekends

Experience:

• Hotel Experience: 1 year (Preferred)
• Customer Service: 1 year (Preferred)

Shift Availability:

• Night Shift (Preferred)
• Overnight Shift (Preferred)
• Day Shift (Preferred)

Willingness To Travel:

• 100% (Preferred)

Work Remotely:

• No