POSITION PURPOSE

This position is primarily responsible for nightly balancing hotel charges and expenses for the hotel operation. While maintaining a professional image he/she will be required to identify, show sensitivity, and respond to all guests needs safely and promptly to ensure complete satisfaction.

ESSENTIAL FUNCTIONS

• Greets guests and checks them into the hotel following established procedures including but not limited to assuring all necessary information is received and entered into the computer. 
• Always provides superior service to our customers (internal and external). Follow the company’s etiquette guidelines as mandated in the employee handbook.
• Audits and balances room revenue, food and beverage revenue, cashier reports, guest and house accounts, telephone revenue and online reservations.
• Completes and transmits daily management/accounting reports and support documentation. Transmittal of credit card batches. 
• Acts as hotel system/operation and emergency liaison during night hours and perform all guest service functions.
• Runs various computer reports at the beginning and end of each shift.
• Takes payments, post charges, enter amounts into computer, and balance accounts at the end of each shift.
• Answers a variety of questions from guests and handle routine problems - referring more unusual or difficult problems or complaints to supervisor or other appropriate staff members.
• Maintains knowledge of daily activities in and around the hotel/ resort area.
• Handles emergencies that arise when on duty alone, notifying appropriate personnel.
• Assists in general maintenance and inventory of Front Office equipment and supplies.
• Performs other related duties as assigned by management. 

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Mondrian South Beach rules and regulations for the safe and effective operation of the hotel’s facilities.  Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel. 

• Assist concierge in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
• Book reservations for those guests who approach the Front Desk.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.    
• Requires good communication skills, both verbal and written. 
• Must possess basic computational ability.   
• Must possess basic computer skills.
• General knowledge of the city where hotel is located and its attractions.
• Extensive knowledge of the hotel, its services, and facilities.

PHYSICAL DEMANDS 

• Most work tasks are performed indoors.  Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand and exert well-paced ability for up to 4 hours in length.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.
• Ability to spend extended lengths of time viewing a computer screen.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment. 
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.  

QUALIFICATION STANDARDS

• Commitment to excellence and high standards
• Basic typing skills with computer data entry experience.
• Basic reading, spelling, and math skills.
• Ability to converse clearly and comfortably with many different types of people.
• Ability to deal courteously and efficiently with customers and other personnel.
• Ability to learn a variety of information about the company’s lodging and recreational facilities, as well as general information about the area.
• Proficient on OPERA PMS and Microsoft Office Suites.
• Excellent customer service skills
• Ability to understand and follow written and verbal instructions.
• Professional appearance and demeanor
• Bilingual skills a plus.

Education:

High school or equivalent education required.   

Experience:

One to two (1-2) years in a Front Desk or Night Auditor Representative in the Luxury Hospitality industry.

Licenses or Certificates:

Ability to obtain and/or maintain any government required licenses, certificates, or permits.

Grooming:

All employees must maintain a neat, clean, and well-groomed appearance per Mondrian South Beach standards. 

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.  The content of this job description will be reviewed on a regular basis to incorporate any new responsibilities which reflect the hotel business requirements.