Full job description

Sonesta Simly Suites – Fort Worth

Front Desk Agent/Night Audit :

Job Description

Front Desk Agent/Night Audit, you will be the first point of contact for our guests and provide exceptional customer service. Your role will involve assisting guests with check-in and check-out, answering inquiries, and ensuring a positive experience for all visitors. Night Audit works at the front desk of a hotel during the night independently with minimal supervision, and must ensure that the quality and integrity of the establishment are maintained just as diligently as they are during the day.

Duties:

• Greet guests with a warm and welcoming demeanor.
• Assist guests with check-in and check-out processes.
• Provide information about hotel amenities, services, and local attractions.
• Handle guest inquiries and resolve any issues or complaints promptly.
• Maintain accurate records of guest interactions and transactions.
• Coordinate with other hotel departments to ensure guest requests are fulfilled.
• Assist with night audit duties as needed.
• Maintain a clean and organized front desk area.
• Balancing the accounts from day shift.
• Managing front desk activity and handling guest check-ins and checkouts.
• Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference.
• Handling customer requests and complaints and directing other employees or departments accordingly.
• Managing and updating all official documentation pertaining to the role.
• Ensuring that all end-of-day activities have been successfully executed by employees in all departments.
• Answering calls and queries related to potential booking.
• Perform other duties as requested by management.

Qualifications:

• Previous experience in a hotel or hospitality setting is preferred.
• Knowledge of safety and security procedures.
• Strong customer service skills with the ability to handle difficult situations professionally.
• Excellent communication skills, both verbal and written.
• Multilingual abilities are a plus.
• Proficient in using hotel management software and computer systems.
• Strong knowledge of front desk operations, including check-in/check-out procedures and reservations management.
• Ability to handle cash transactions accurately and responsibly.
• Detail-oriented with strong organizational skills.
• Advanced math and bookkeeping skills.
• Ability to perform computer-based tasks such as data entry, accounting, word processing, invoicing and billing.
• Attention to detail and organizational skills.
• Time management and multitasking skills.
• Excellent verbal and written communication skills.
• Ability to solve problems and diffuse tense situations.
• Night Auditor experience preferred.