Hotel Oregon Front Desk / Night Auditor Hybrid

TITLE: Front Desk Agent

REPORTS TO: MANAGER

FLSA CLASS: Hourly Non-Exempt

The job duties described below are intended to describe the general nature and level of work being performed by people assigned to this job classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Description of the Position:

The primary responsibility of the front desk staff is to attend to the reservation and occupancy needs of the guest. The front desk is usually the first and last contact that the overnight guest has with property staff. For this reason, excellent customer service is the number one priority. Duties include but are not limited to checking hotel guests in and out of hotel rooms; taking reservations in person, by email or by phone; handling money; signing in and out property keys, pagers, and phones; assisting with guest requests; answering and directing phone calls; informing guests of property and area attractions; and most importantly, insuring the satisfaction of all of our guests. Since the front desk is seen as the central point of the property, the position requires keeping abreast of all events on property, being a receptionist for all departments, and knowledge of emergency procedures. This position requires mental agility and the ability to effectively multi-task in a fast paced and deadline oriented environment. A Front Desk employee must also have the ability to work well independently and as a member of a team. Each employee will be expected to perform their job in a safe manner and report any safety concerns to Management. All McMenamin employees will also be expected to keep current on all company events, history, and products. Other duties are to be completed as assigned by the Manager on duty.

R equirements of the Job:

• Previous related hotel or customer service experience
• Some accounting skills and cash handling experience is preferred
• Experience with high volume phone lines preferred
• Flexible schedule including days, evenings, weekends, and holidays required

Essential Functions of the Job:

• Provide excellent customer service in a high volume environment
• Quickly solve problems in an effective manner
• Must have a value for diversity and the ability to work with individuals from different backgrounds
• Accurately handle cash and work with numbers
• Excellent customer service and communication skills
• Ability to remain calm and focused in a high volume, deadline oriented work environment
• Work for long periods on feet including frequent walking, stair climbing
• Perform repetitive movement such as pushing, pulling, bending, some twisting and stooping
• Perform fine hand manipulation including handling small and large objects, computer keyboard usage & writing
• Ability to communicate clearly and effectively
• Be positive, polite, and cooperative with co-workers, managers, and customers
• Safely lift and carry heavy objects with a hand truck or the help of another person if necessary
• Assist with housekeeping duties as directed by manager
• Work with chemicals and used in cleaning and sanitizing

TITLE: Night Auditor

REPORTS TO: Hotel Manager & General Manager

FLSA CLASS: Hourly Non-Exempt

The job duties described below are intended to describe the general nature and level of work being performed by people assigned to this job classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed

Description of the Position:

This position is responsible for the accounting of each night’s closing and serves as the hotel front desk clerk. Normally the shifts for this position are between 11pm to 7am every day but may vary dependent on business needs and the manager’s discretion. Duties include extensive computer work; trouble shooting inaccuracies; documentation and communication; checking hotel guests in and out; taking reservations in person or by phone; working multiple line phone service; operating a POS terminal; handling money; cleaning; stocking supplies; signing property keys, radios, and pagers in and out to employees and guests; navigating guests around property features; and most importantly, insuring the satisfaction of all our guests. Since the auditor is at times the only employee on duty, this position also requires training on emergency procedures and understanding and implementation of McMenamins policies on crisis management. Due to the late-night hours of this position, the auditor must be self-motivated, self-managing, be able to prioritize tasks and must stay alert and awake throughout the shift. Above all this position requires a positive attitude and dedication to providing excellent customer service in person, on the telephone, or by other means of correspondence. This job can be hard physical work and requires mental agility and the ability to effectively multi-task in a fast paced and deadline-oriented environment. The night auditor must also have the ability to work well independently and as a member of a team. Each employee will be expected to perform their job in a safe manner and report any safety concerns to Management. All McMenamins employees will also be expected to keep current on all company events, history, and products. Other duties are assigned by the Manager.

Requirements of the Job:

• Previous night audit, hotel or accounting experience is required
• First Aid CPR certification required
• Customer service experience
• Cash handling experience
• Knowledge of and comfort with computers
• Flexible schedule including evening, graveyard, weekend, and holiday availability required

Essential Functions of the Job:

• Provide excellent customer service
• Accurate and timely accounting of all nightly closings
• Must have a value for diversity and the ability to work with individuals from different backgrounds
• Excellent attention to detail
• Effectively solve routine problems quickly and effectively while adhering to company policy
• Work alone during late night/ overnight hours
• Communicate clearly and professionally with employees and customers
• Work effectively independently or as a member of a team
• Remain calm and friendly in stressful situations
• Extensive computer use, including extensive keyboard usage and the ability to use spreadsheets
• Working on your feet for long periods including standing, walking and stair climbing
• Traveling between individual departments on the property to gather needed information
• Extensive phone use including managing multi line phones
• Safely lift and carry heavy objects with the help of another person if necessary
• Ability to perform regular front desk duties outside the scope of night audit accurately

Most importantly, this job requires a positive attitude, a value for diversity, and a commitment to excellent customer service.

Each employee is expected to come to work ready to have fun and be a positive force.

YOU MUST BE ABLE TO PERFORM THE ESSENTIAL FUNCTIONS OF THE JOB WITH OR WITHOUT REASONABLE ACCOMMODATION

E.O.E.