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SUMMARY:

Provides customer service to guests of the hotel by performing the following duties. This is an overnight position that is scheduled Sunday-Thursday from 11pm-7am.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: (Other duties may be assigned.)

Greets, registers, suggestively sell rooms, issues room keys, assigns rooms to guests and sets wake-up calls in an efficient, warm, and friendly manner.
Acts as manager on duty and follows the prescribed MOD procedures on communication, emergency procedures, and guest satisfaction.
Enters daily changes and balances accounts such as guest, house, guest tray, city ledger, and advance deposits. Resets the system for the next business day.
Ensures that the night audit procedures are completed on a daily basis and the information entered and posted is accurate, balanced, and timely.
Enters information and prints night audit reports in an accurate and timely manner per night audit guidelines.
Ensures guest safety by following established security procedures including fire/tornado procedures, key security, and guest privacy.
Date stamps, sorts, and checks incoming mail, faxes, and messages.
Records and communicates guest special requests and problems to the appropriate department and ensures they are addressed in a timely and acceptable manner.
Answers inquiries pertaining to hotel services; registration of guests; and local attractions and provides travel directions.
Accurately checks out guests and communicates departures with housekeeping staff.
Accurately computes bills, collects payments, makes changes for guests, and makes deposits according to KHC cash handling procedures.
Makes, confirms, and cancels reservations via telephone, computer, and in writing.
Answers and routes internal and external phone calls in an articulate, friendly manner using prescribed procedures.
Posts charges such as room, food, liquor, or telephone to the ledger.
Deposits guests' valuables in a hotel safe or safe deposit box.
Maintains the shift-to-shift log accurately to ensure proper communication between shifts is maintained.
Maintains the cleanliness and organization of the hotel lobby and front desk area.
Washes, folds, and properly stores laundry (depending on the business unit).

KHC POLICIES:
Responsible for following all KHC policies and procedures as set forth in the KHC handbook, KHC Front Desk Procedure Manual, and property-specific guidelines/standards. These policies include dress code, safety, and performance standards. Employees must also maintain a professional image and report to work as scheduled.

SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE:
One year certificate from college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:
Ability to read and interpret documents such as safety rules, operating/maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to respond to complaints or inquiries from groups of managers, customers, employees, and the general public. Ability to communicate effectively before groups of customers or employees in person, via telephone, or in writing.

MATHEMATICAL SKILLS:
Ability to understand, interpret, and manipulate accounting concepts such as general ledger, accounts payable, payroll, accounts receivable, night audit, and cash handling.

REASONING ABILITY:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions in the mathematical, formula, or procedural form and deal with several abstract variables.

CERTIFICATES, LICENSES, REGISTRATIONS:
May require franchise-specific certification depending on the business unit. A valid driver's license and proof of insurability may also be required.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. All employees must follow proper safety precautions at all times to avoid injuries.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is required to work alone and stay awake and alert all night.

WORK ENVIRONMENT:
The work environment described here is representative of those an employee encounters while performing the essential functions of this job. All employees must follow proper safety precautions at all times to avoid injuries.

While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles and driving conditions. The noise level in the work environment is usually moderate.

ACCOMMODATION:
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

CRISIS MANAGEMENT:
Must be able to handle a crisis in a calm, effective manner. This includes upset guests, fire, tornado, armed robbery and assault, bomb threats, and accidents.

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