Receptionist / Night Auditor

  • 4 weeks ago
  • Salary 000 / Monthly
  • Job Qualifications Bachelor

Job Description

Latitude 13 Degrees, A unique African lifestyle Hotel nestled in the leafy lanes of Lilongwe seeks to recruit a suitably qualified and dedicated individual for the position of Receptionist / Night Auditor.

We are looking for a strong individual who can lead the business, uphold the company standards and deliver the highest level of customer service we aim to provide. The ideal candidate is trust worthy, honest, independent, and goal-oriented and can multitask. He/she is computer literate and can work under pressure, a team player, service orientated, has excellent attention to detail.

Job Title          :           Receptionist / Night Auditor (Combined Position)

Purpose                       Manage Unit

Department     :           Reception

Reports To      :           Front Office Manager

Position Summary: Receptionist

The Receptionist is the first point of contact when the Guest arrives at the hotel. Receptionists present a positive first impression of the hotel’s friendliness, excellent service and high standards. The Receptionist ensures customer satisfaction by maintaining an exceptional standard of delivery and professionalism, whilst achieving profitability in line with budget.

The Receptionist is responsible for welcoming Guests, coordinating front-desk activities including; distributing correspondence, redirecting phone calls, attending to Guest inquiries on phone and face-to-face and ensuring swift and efficient check-in and checkout procedures.

Duties and Responsibilities:

  • Warmly receives Guests to the hotel and promptly attends to their inquiries.
  • Responsible for answering, screening and forwarding incoming phone calls, using proper telephone etiquette to respond adequately and accurately to phone inquiries.
  • Responds to, relays all Guest requests, complaints, and reports any unusual occurrences to the Manager or Assistant Manager.
  • Builds rapport and good relationships with Guests to make them feel comfortable.
  • Receives payments and verifies the Guest’s method of payment, ensuring established credit-checking procedures are followed.
  • Responsible for processing Guest check-ins, checkouts andobtaining correct Guest details in an efficient and quick manner, ensuring all information is filed as per company standard.
  • Attends to all forms of room, events and conference bookings made online, on phone, and in person, to ensure all business opportunities are captured through responding to all guest reservation requests and executing prompt, courteous and accurate guest service at all times.
  • Handles the reservation correspondence accurately and follows up on any missing correspondence before guest arrival. S/he will assist Guests with luggage when needed.
  • Fully knowledgeable of hotel Guest rooms, rates,  promotions, amenities, programs/activities, facilities and services of the property.
  • Informs Guests of the services and accommodation rates in the hotel and makes reservations for guests according to their needs.
  • Has full understanding of cancellation procedures and ensures that all reservation cancellations are put into effect immediately; ensuring proper communication is made to the relevant parties.
  • Performs cashiering tasks such as bill / invoice settlement and keeps clear and comprehensive records of Guest room bookings and all billings for accountability and future reference.
  • Thoroughly understands and adheres to proper credit, check cashing, and cash handling policies and procedures.
  • Coordinates room status updates with the housekeeping department by notifying the housekeeping team of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.
  • Reports issues of maintenance and malfunctioning appliances in Guest rooms to the manager for quick repair in order to ensure Guests comfort and satisfaction.
  • Must be sales-minded, presenting options and alternatives to Guests as well as offering assistance in making choices using suggestive selling techniques to sell rooms and promote other services of the hotel.
  • Upholds high standards of orderliness and cleanliness at the front desk by proper arrangement of documents using proper mailing, packaging, and message handling procedures.
  • Has a thorough knowledge on emergencies and the implementation of procedures.
  • Completes and hands in at the end of every shift checklists and handover reports.

Skills and Specifications:

  • Must possess good communication skills both written and verbal, computer skills and is to understand and accurately follow instructions.
  • Ability to multitask and must be able to work under pressure.
  • Ability to perform job functions with attention to detail, speed and accuracy.
  • Good customer service, problem-solving skills and must have ability to provide excellent customer service in a fast-paced environment.
  • Always maintains confidentiality, integrity, honesty and accountability in all transactions.
  • Must be dressed neatly and always practice personal hygiene.
  • Should have good knowledge of Front Office equipment and experience working with Guest check-in systems.
  • Knows all safety and emergency procedures and is aware of accident prevention policies.
  • Ability to stand and walk for extended period or for an entire work shift.
  • Must be a team player and flexible with scheduling and willing to work days, nights, weekends and holidays.

Qualifications: 

  • Must have minimum diploma from an accredited university with/or at least 1-year experience in front office operations.

Position Summary: Night Auditor

The Night Auditor will be responsible for bookkeeping and updating financial records. S/he will be responsible for checking Guests in and out of the hotel, processing their bills, and attending to any requests made by Guests during their shift.

S/he is also responsible for welcoming Guests, coordinating front-desk activities including; distributing correspondence, redirecting phone calls and supporting with the luggage where necessary.

Night Auditors present a positive first impression of the hotel’s friendliness, excellent service and high standards. They ensure customer satisfaction by maintaining an exceptional standard of delivery and professionalism, whilst achieving profitability in line with budget.

Duties and Responsibilities:

  • Performs all Guest service representative functions as required and as per the standard operating procedures; assists in booking room reservations; assists in check-in and check-out procedure, assists in answering hotel phone calls and notifying Guests on messages, thoroughly understands and adheres to proper credit, check-cashing, and cash handling policies and procedures.
  • Facilitates with the general security of the hotel in the night, as well as ensuring proper security of department keys.
  • Responds quickly to Guest requests in a friendly manner and follows upon any complaints or Guest concerns to ensure Guest satisfaction.
  • Must be sales-minded, presenting options and alternatives to Guests as well as offering assistance in making choices using suggestive selling techniques to sell rooms and promote other services of the hotel.
  • Upholds high standards of orderliness and cleanliness at the front desk by proper arrangement of documents.
  • Balances and audits for accuracy in room revenue and food & beverage revenue; assists in the preparation of all reports relevant to daily revenues.
  • Prepares various audit worksheets as well as the daily flash reports.
  • Completes and transmits daily management and accounting reports and supporting documents; prepares customer tracking report, accommodation and food & beverage revenue reports necessary to ensure the accurate accounting of hotel revenues and expenses.
  • Communicates with other hotel departments as necessary to resolve accounting discrepancies and to request for, or provide information.
  • Verifies room charges and rates; verifies register has appropriate starting cash.
  • Manages daily paperwork including daily report, occupancy report; Guest list; cash drawer summary; balance sheet; account summary; history file; and housekeeping report.
  • Keeps clear and comprehensive records of Guest room bookings and all billings for accountability and future reference.
  • Verifies that all accounts are balanced and supported by documentation. Submits reports to the Front Office Manager & Accounting department as appropriate.
  • Performs and documents security walks on a regular basis. The Night Auditor is also responsible for reporting any unusual occurrences or requests that come up during his/her shift.
  • Logs Guest complaints and summarizes each night’s operations, listing any follow-up tasks for management in the front desk communication logbook.
  • Handles confidential information, including guest records, with a high degree of integrity.
  • Coordinates room status updates with the housekeeping department by notifying them of all checkouts, late checkouts, early check-ins, special requests, and maintenance requests.
  • Works closely with the housekeeping department and keeps them up to date with the room status reports. Coordinates requests for maintenance and repair work with the maintenance team.
  • Has a thorough knowledge of emergency procedures and the implementation of procedures.

Skills and Specifications:

  • Must possess good communication skills both written and verbal, computer skills and is to understand and accurately follow instructions.
  • Should possess mathematical and analytic skills, which are essential while calculating, recording and analyzing financial records.
  • Experience with accounting procedures and administrative tasks.
  • Ability to multitask and must be able to work under pressure.
  • Ability to perform job functions with attention to detail, speed and accuracy.
  • Good customer service, problem-solving skills and must have ability to provide excellent customer service in a fast-paced environment.
  • Always maintains confidentiality, integrity, honesty and accountability in all transactions.
  • Must be dressed neatly and always practice personal hygiene.
  • Should have a good knowledge of Front Office equipment and experience working with guest check-in systems.
  • Must be a team player and flexible with scheduling and willing to work days, nights, weekends and holidays.


Qualifications: 

  • Must have minimum diploma in accounting/finance or related field from an accredited university with/or at least 2 years’ experience in a similar role.

Working Conditions:

  • Due to the long hours of standing involved on this job, the Receptionist is required to be physically fit and able stand for long periods.
  • S/he must be able to work both day and night shifts and when required.

How to apply

All applications should be emailed to:
Email:  
[email protected]

Closing Date: April 16, 2021

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