Job Description

Summary of Position

Night Auditor / Front Desk Agent responsible for overnight hotel operations, including guest check-ins and check-outs, handling reservations, providing customer service, and completing daily financial audits. Ensures accuracy of reports, maintains security, and delivers professional, friendly service during overnight hours.

Organizational Relationships

Reports to:

Front Desk Manager/Director of Front Desk

Supervises:

NA

Qualifications and Skills

• Must be 18 years of age or older
• Excellent written and verbal communication to interact with clients, vendors, staff, and guests
• Must be able to speak, read, write and communicate in English to adequately perform the duties of the job
• Excellent problem-solving abilities and attention to detail
• Capacity to identify and resolve issues promptly and efficiently
• Ability to work in a fast-paced environment and handle multiple tasks
• Proficient in using computer systems and hotel management software
• Work varying schedules that include evenings, weekends, holidays and extended hours as business dictates.

Education and Experience

• High School diploma/GED or equivalent education
• Hospitality training preferred
• Previous experience in customer service role, specifically hospitality or hotel setting
• Proficient computer skills including but not limited to Microsoft Word, Power Point, Excel and Outlook and other required systems.

Duties and Responsibilities

Guest & Resident Communications:

· Answers hotel guest and resident inquiries

· Answer phone calls, process reservations, and relay messages efficiently

· Communicates effectively regarding room availability, upgrades, general billing inquiries, and other special requests

· Coordinates with the Front Desk, Housekeeping, Security and other departments as needed to address guest and resident needs

Hotel Reservation Management:

· Understand and access the reservation system to ensure accurate reservations, modifications and cancellations

· Prepare and distribute daily financial and occupancy reports for management

· Handle cash, credit card transactions, and billing adjustments accurately

· Maintain accurate guest records and update hotel management systems

· Resolve guest issues promptly while maintaining a calm and courteous demeanor

· Coordinate with housekeeping, maintenance, and management regarding guest needs and overnight issues

· Ensure compliance with hotel policies, safety procedures, and confidentiality standards

· Set up front desk for the next day's operations

Training & Development:

· When needed, train and mentor new team members on Fire Command & Safety procedures, hotel reservation procedures, and customer service standards

Compliance:

· Ensure compliance with Fire Command and Hotel Policies, Procedures, and industry regulations

Other:

· Completes training and other duties as assigned.

Showboat Core Values

Demonstrates Showboats core values in the performance of position responsibilities:

1) Friendly Focused – we are committed to creating a fun environment that embraces families and children of all ages.

2) Kindness Focused – we demonstrate kindness in everything we do, seeking to uplift and support all of those around us.

3) Team Spirit – we foster a respectful workplace where team members work together to exceed our guest's expectations.

4) Hearts that Serve – we are driven by a passion to bring joy and happiness to the guests that we serve.

5) Take Ownership – we take full responsibility for our actions and the resulting outcomes, embracing personal accountability.

Essential Functions

• The ability to attend work predictably and regularly and to be punctual.
• The ability to work varying schedules including evenings, weekends, holidays, and extended hours as business operations dictates
• The ability to read and understand documents, drawings, and instructions (whether presented in written, oral, diagram or schedule form).
• The ability to work with mathematical concepts and to apply concepts to practical situations.
• The ability to work cooperatively with others.
• The ability to deal politely and professionally with customers and coworkers.
• The ability to perform several tasks at once.
• The ability to follow directions or instruction.
• The ability to use a computer to communicate, create, and access information.
• The ability to lift and move 25 pounds.
• The ability to sit/stand/bend/stretch, etc.
• The ability to use hands to finger, handle, or feel and reach with the hands and arms

Physical Demands

Constantly – occupation requires this activity more than 66% of the time (5.5+ hours/day)

Frequently – occupation requires this activity from 33% to 66% of the time (2.5 – 5.5 hours/day)

Occasionally – occupation requires this activity up to 33% of the time (0 – 2.5 hrs/day)

Not Applicable – activity is not applicable to this occupation.

Physical Demands

Stand

Constantly

X

Frequently

Occasionally

Not Applicable

Walk

Constantly

X

Frequently

Occasionally

Not Applicable

Sit

Constantly

Frequently

X

Occasionally

Not Applicable

Handling/Fingering

X

Constantly

Frequently

Occasionally

Not Applicable

Reach Outward

X

Constantly

Frequently

Occasionally

Not Applicable

Reach Above Shoulder

Constantly

Frequently

X

Occasionally

Not Applicable

Climb

Constantly

Frequently

Occasionally

X

Not Applicable

Crawl

Constantly

Frequently

Occasionally

X

Not Applicable

Squat or Kneel

Constantly

Frequently

Occasionally

X

Not Applicable

Bend

Constantly

Frequently

Occasionally

X

Not Applicable

Lift/Carry

10 lbs. or less

Constantly

X

Frequently

Occasionally

Not Applicable

11 to 20 lbs.

Constantly

X

Frequently

Occasionally

Not Applicable

21 to 50 lbs.

Constantly

Frequently

X

Occasionally

Not Applicable

51 to 100 lbs.

Constantly

Frequently

Occasionally

X

Not Applicable

Over 100 lbs.

Constantly

Frequently

Occasionally

X

Not Applicable

Push/Pull

12 lbs. or less

Constantly

X

Frequently

Occasionally

Not Applicable

13 to 25 lbs.

Constantly

X

Frequently

Occasionally

Not Applicable

26 to 40 lbs.

Constantly

X

Frequently

Occasionally

Not Applicable

41 to 100 lbs.

Constantly

Frequently

X

Occasionally

Not Applicable

Environmental Factors

Extreme Cold (non-weather)

Constantly

X

Frequently

Occasionally

Not Applicable

Extreme Heat (non-weather)

Constantly

X

Frequently

Occasionally

Not Applicable

Loud Noise Level

Constantly

X

Frequently

Occasionally

Not Applicable

Other

Ability to Read

X

Constantly

Frequently

Occasionally

Not Applicable

Ability to Speak English

X

Constantly

Frequently

Occasionally

Not Applicable

Ability to Understand Verbal Directions

X

Constantly

Frequently

Occasionally

Not Applicable

Ability to Report to Work Regularly

X

Constantly

Frequently

Occasionally

Not Applicable

Ability to Report to Work on Time

X

Constantly

Frequently

Occasionally

Not Applicable

Ability to Work Safely

X

Constantly

Frequently

Occasionally

Not Applicable

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