Front Desk Agent/night Auditor

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention/Security of any reports of theft.
- Perform Night Audit functions for 2-3 shifts/week
- Perform Check-In and Check-Out procedures
- Register guests using the ARRIVALS and DEPARTURES procedure and assign rooms, accommodating special requests whenever possible.
- Understand credit and cash handling policies and procedures.
- Answer phone calls in a timely and professional manner.
- Interprets guest needs and provides exceptional service.
- Actively seeks opportunities to make a connection with the guest, far surpassing their expectations at every opportunity. This includes delivering requested room amenities to guest rooms as is requested.
- Provide reservation and rate information as required.
- Sell rooms to walk-in guests.
- Make reservations as per policies
- Process payments as per policies
- Know and enforces cancellation procedures and policies.
- Update and implement Member upgrades as required, block rooms, print folios, and prepare key packets.
- Review incoming groups for any special requests, billing patterns, and group arrivals.
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
- Participates as a member of the Front Office Team by assisting in various Front Office and Hotel Operations.
- Any other duties as assigned by management.

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

**Salary**: Up to $16.00 per hour

**Benefits**:

- On-site parking

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Evening shift
- Morning shift
- Night shift
- Weekend availability

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Port Hope, ON: reliably commute or plan to relocate before starting work (required)

Work Location: In person