Night Auditor

Fort Myers, FL, USA|

Job Overview

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Life insurance

flexible schedule

Job Description

Baywood Hotels is a recognized hospitality brand known for its commitment to delivering exceptional guest experiences. As a part of the hospitality industry, Baywood emphasizes high standards of service, guest satisfaction, and operational excellence across its properties. The brand focuses on a warm, welcoming atmosphere, ensuring that every guest feels valued and cared for during their stay. With a reputation for quality and attention to detail, Baywood Hotels maintains a family-friendly environment while also accommodating business travelers and vacationers alike. The company supports professional growth and prioritizes staff training to uphold its brand standards consistently across all locations.

The Front Desk Agent role at Baywood Hotels is essential in providing guests with courteous and efficient service, ensuring a smooth and pleasant experience from check-in to check-out. This position requires vigilance in handling guest accounts, processing transactions accurately, and delivering prompt responses to guest inquiries and concerns in alignment with management directives. Front Desk Agents also play a crucial role in maintaining safety and security by adhering to established procedures, including emergency protocol and key control. In addition to guest service, this role involves administrative responsibilities such as posting room and tax revenues, auditing accounts, and preparing daily revenue reports. Acting as the Person in Charge (PIC) during overnight shifts, the Front Desk Agent ensures operational continuity and addresses issues proactively. The position demands strong communication skills, multi-tasking ability, and a friendly demeanor, as well as the capability to work various shifts according to the hotel's requirements. This role is perfect for individuals passionate about hospitality and eager to contribute to a team that values high-quality guest interactions and operational excellence.

Job Requirements

High school diploma
TIPS or similar alcohol server training certification as required
Previous hotel front desk experience preferred or 2+ years related customer service or on-the-job training
Ability to multi-task
Effective communication skills both written and oral
Bilingual Spanish and English preferred depending on location
Ability to work required shifts
Adherence to Brand and Baywood standards
Ability to determine responsible course of action
Understanding of interdepartmental relationships
Proficient with office equipment and PMS software
Ability to remain calm under pressure

Job Qualifications

High school diploma
TIPS or similar approved alcohol server training certification as required
Previous hotel front desk experience preferred or 2+ years related customer service employment or on-the-job training
Ability to multi-task
Ability to communicate effectively both written and oral
Bilingual Spanish and English preferred depending on market
Ability to work required shifts
Ability to learn and adhere to Brand and Baywood Hotel standards
Ability to analyze information and take responsible action
Understand interdepartmental relationships
Ability to operate office equipment and PMS software
Ability to remain calm during stressful situations

Job Duties

Greets guests with genuine and warm spirit of hospitality
Registers (check-in) guests efficiently following Baywood & Brand standards and secures proper method of payment
Posts transactions to guest and master accounts
Reviews guest account balance ensuring payment is secured
Reconciles discrepancies between Property Management System (PMS), housekeeping reports and registration cards
Reviews arrivals and blocks special requests
Processes required reports including down time and high balance
Monitors and restocks sundry shop ensuring consumed items are paid for and removes expired items
Handles guest requests and concerns courteously and efficiently
Coordinates delivery of guest services by other hotel departments and outside businesses
Processes all reservation and cancellation requests timely and efficiently
Prepares and ensures timely delivery of guest amenities
Handles in-house guest reservation requests such as extensions, late check-outs and rebookings
Handles check-out procedures swiftly and accurately assisting guests on departure
Maximizes room revenue and occupancy levels through suggestive selling for upsell potential and walk-in guests
Stores guest luggage
Presents accurate information regarding hotel marketing programs, local area and all hotel functions
Handles departmental cash drawer accounting credit card receipts, guest accounts and all forms of credit and cash handling
Maintains information and communication sources such as log books, franchise directories, checklists and electronic communication
Operates Private Branch Exchange (PBX switchboard) handling calls while maintaining privacy and security
Operates franchise terminal and performs designated maintenance tasks
Maintains procedures for credit control and financial transactions
Maintains guest safety and privacy by adhering to procedures
Issues safety deposit boxes following security protocol
Monitors key box issuing keys and logging transactions
Completes brand specific logs and follows Baywood protocol for guest complaints and escalations
Adheres to departmental communication through staff meetings, log books and bulletin boards
Coordinates emergency procedures including evacuations and notifies management
Assists with guest relocation if necessary
Assists other departments during slow periods
Audits accounts to ensure balance
Transfers charges and deposits to master accounts
Closes necessary accounts at month end
Prepares final reports of all daily revenue summaries
Posts all room and tax revenues and late charges including no-shows
Insures all revenues, adjustments, taxes and gratuities are accurately distributed
Changes system date
Follows company policies and procedures
Responsible for life safety procedures and equipment
Participates in Manager on Duty schedule
Performs additional duties as assigned