Purpose: Assist with the front desk overnight Operations. Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors, perform concierge tasks, upsell services as much as possible, and serve as an ambassador to Novotel Miami Brickell by welcoming everyone with a genuine smile and caring attitude. Works overnight and oversees all activities in the hotel, assisting loss prevention and engineering with any quest need or requests. Runs and audits the assigned reports to close the day and turns them to management.
Essential Elements:
Performs the required system saves during the night audit shift to ensure a current back-up of the hotel files is available.
Posts and audits banquet checks in order of the banquet summary sheet.
Reconciles all Food and Beverage outlet postings.
Verifies front desk cashier work is balanced.
Performs an accurate bucket check of all in-house registration cards.
Ensures all guest accounts are accurately posted with room and tax.
Ensures the completion of all night audit functions.
Distributes all close day reports and morning reports to the appropriate departments.
Transmits accurate data to Management.
Prepares and distributes the Daily Report (Daily Business Summary DBS).
PHYSICAL ABILITIES
Exert physical effort in transporting 25 pounds to guests or other hotel areas.
Endure various physical movements throughout the work areas.
Remain in stationary position for several minutes/hours throughout work shift.
Satisfactorily communicate with guests, management and co-workers to their understanding.
SECONDARY JOB FUNCTIONS
Assist PBX with switchboard duties.
Assist with Reservations calls.
Provide Concierge service.
Assist in other Front Desk areas as assigned.
Ensure guests are been advise of loyalty program.
Provide guest room tours.
Legibly document maintenance needs on work orders and submit to Manager.
Answers In-Room Dining guest calls and takes order as needed.
High school graduate or equivalent vocational training certificate.
Compute basic arithmetic.
Fluency in English both verbally and non-verbally.
Provide legible communication and directions.
Ability to:
Perform job functions with attention to detail, speed and accuracy.
Prioritize and organize.
Be a clear thinker, remaining calm and resolving problems using good judgement.
Follow directions thoroughly.
Understand guest’s service needs.
Work cohesively with co-workers as part of a team.
Work with minimal supervision.
Maintain confidentiality of guest information and pertinent hotel data.
Ability to input and access information in the property management system/computers/point of sales system.
Excellent phone & verbal communication skills.
Flexible schedule.
Desirables
Excellent phone & verbal communication skills.
Previous front desk hotel experience, night auditor, and cashier.
Flexible schedule. Works overnight.
May be required to perform housekeeping, engineering and security duties as needed.
Fluency in a foreign language (Spanish)
Ability to suggestively up sell.
Certification in CPR.
Previous guest relations training.
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