F/t Front Desk

**This position is located in Acheson. Reliable Transportation is required**

**PRIMARY FUNCTIONS**

Reporting to the Front Office Supervisor, the Night Audit is responsible for ensuring the highest standards of hospitality are always demonstrated when assisting guests within the hotel. This position will audit, balance and report on the various areas of the hotel (e.g., food and beverage outlets, rooms/front desk, etc.) to provide accurate, timely information and to ensure company and Hotel policies and procedures are followed and to prevent fraud. This position is fulltime including weekends and holidays and the hours are overnight during the hours of 11 PM and 7 AM

**DUTIES AND RESPONSIBILITIES**:

- Follow all established and future front office Standard Operating Procedures.
- Provide courteous service that meets or exceeds customer expectations:

- Adhering to Nova standards, effectively make or alter reservations
- Promptly checks in or checks out guests, with attention to detail and accuracy
- Handles difficult guest inquiries effectively, demonstrating effective recovery of the guest and problem resolution.
- Responds to customer questions regarding hotel, in-house facilities, and local events.
- Completing the Audit Process:

- Compile, balance, post and prepare end-of-day reports to include but not limited to; room charges, zero balance folios, corrections, adjustments, disputed charges, over/short figures, deposits, etc.,
- Verifies and balances daily charges for all departments to guest folios, master accounts and house accounts. Makes corrections as required.
- Authorizes credit cards and conducts express check outs.
- Audits food and beverage income postings and charges.
- Balances guest ledger postings.
- Run night audit final report after ensuring all revenues are in balance
- Distribute reports as required, in a timely manner
- Perform the duties of a Guest Service Agent
- Assist PBX in taking and placing wake-up calls, as needed
- Perform the duties of a bell person as requested
- Maintains regular attendance as required - schedule may vary according to needs of the hotel.
- Ensures organization and cleanliness of the front desk area.
- Checks for duplicate reservations and ensures all wake up calls are logged
- Posts all Banquet Event orders and makes sure revenue is balanced.
- Verifies the key sign in sheet noting any keys that may be missing.
- Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance
- Adheres to all Nova Hotels standards, including Hygiene and Grooming, Health and Safety, Fire Safety, Key Deliverables and Guest Interactions.
- Always provides exceptional guest service.
- Ensures customer concerns are addressed in a timely and professional manner
- Other projects/duties as assigned.

**JOB SPECIFICATIONS AND SKILLS**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

**Education**: High School diploma. Previous training in hospitality is considered an asset.

**Experience**: 1-2 years’ experience in hospitality industry is considered an asset. Experience in POS and switchboard is an asset.

**Interpersonal Skills**: Focuses on solving conflict, maintains confidentiality; Actively listens to others without interrupting or distractions; Maintains a positive attitude even in negative situations; Remains open to others' ideas and tries new things. Versatile, able to work under pressure or stressful situations.

**Teamwork**: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Able to work in a diverse work environment.

**Quality Management**: Looks for ways to improve and promote quality; Demonstrates accuracy, consistency, and thoroughness.

**Cost Consciousness**: Conserves organizational resources. Follows cash handling policies to verify funds and maintain accurate and ethical reporting of company finances.

**Ethics**: Treats people with respect; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

**Organizational Support**: Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.

**Planning/Organizing**: Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

**Professionalism**: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or posit