Company Overview
Ramada Worldwide is a leader in the hospitality industry, dedicated to providing exceptional guest experiences. Our newly renovated facility, The Shore and The Jordan Hotel, offers stunning views and fabulous food, reflecting our commitment to quality and service.
Summary
We are seeking a flexible Front Desk Agent/ Night Auditor to join our dynamic team at Ramada By wyndham West Edmonton, Alberta. This role is vital in ensuring our guests receive outstanding service and support during their stay, contributing to our mission of creating memorable experiences.
Responsibilities
The Night Auditor is responsible for providing exceptional guest service during the overnight shift while completing the hotel's daily financial and operational audit. This position combines front desk responsibilities with accounting and security duties to ensure the smooth operation of the hotel throughout the night. The role typically works from 11:00 PM to 7:00 AM.
Primary Responsibilities Front Desk Operations
- Welcome and register late-night arrivals efficiently and professionally.
- Process guest check-ins and check-outs in accordance with hotel policies.
- Verify guest identification, payment methods, and incidental deposits.
- Handle reservations, cancellations, room changes, and extensions.
- Answer telephone calls, emails, and guest inquiries promptly.
- Provide information about hotel amenities, local attractions, and transportation.
- Resolve guest complaints and concerns professionally or escalate when necessary.
- Maintain guest confidentiality and follow Wyndham brand standards.
Night Audit & Financial Responsibilities
- Complete the nightly audit using the Property Management System (PMS).
- Verify room rates, taxes, and guest folios for accuracy.
- Balance all daily transactions, including:
- Cash
- Credit card payments
- Direct billing
- Third-party reservations (Expedia, Booking.com, Agoda, etc.)
- Reconcile credit card settlements.
- Close the business day and roll the system to the next business date.
- Generate and distribute daily financial and operational reports.
- Investigate and correct posting errors before completing the audit.
- Prepare cash deposits according to hotel procedures.
- Maintain accurate financial records and documentation. These responsibilities are standard for hotel night auditors and involve closing the day's financial records while maintaining overnight front desk operations.
Guest Service
- Respond promptly to guest requests such as:
- Extra towels
- Toiletries
- Kitchenware (when available)
- Wake-up calls
- Directions and hotel information
- Handle emergency situations calmly and professionally.
- Ensure guest satisfaction throughout the overnight shift.
Safety & Security
- Monitor hotel entrances and security cameras.
- Conduct routine security walks throughout the property.
- Ensure exterior doors remain secured according to hotel policy.
- Respond to emergencies including fire alarms, medical incidents, disturbances, and power outages.
- Report suspicious activity immediately.
- Contact emergency services when required.
- Complete incident reports accurately.
Communication
- Maintain an accurate shift logbook.
- Record guest complaints, maintenance issues, and unusual incidents.
- Communicate important information to the morning Front Desk team and management.
- Coordinate with housekeeping regarding early departures, stayovers, and maintenance concerns.
Property Maintenance
- Report maintenance issues immediately.
- Ensure the front desk, lobby, and public areas remain clean and organized.
- Perform light housekeeping duties when necessary.
- Replenish front desk supplies and guest amenities.
Administrative Duties
- Maintain reservation records and room inventory.
- Process no-shows and cancellations.
- Prepare arrival packets for the morning shift.
- File reports and supporting documents accurately.
- Assist with administrative tasks assigned by management.
Qualifications
- High school diploma or equivalent.
- Previous hotel front desk or night audit experience preferred.
- Knowledge of hotel PMS systems (SynXis, Opera, or similar) is an asset.
- Strong computer and basic accounting skills.
- Excellent communication and customer service skills.
- Ability to work independently with minimal supervision.
- Strong attention to detail and organizational skills.
- Ability to handle confidential financial information.
- Ability to work overnight, weekends, and holidays.
Skills & Competencies
- Excellent guest service skills.
- Cash handling and reconciliation.
- Problem-solving and conflict resolution.
- Time management.
- Attention to detail.
- Professional appearance and attitude.
- Ability to remain calm under pressure.
- Basic knowledge of emergency procedures.
- Ability to multitask in a fast-paced environment.
Physical Requirements
- Stand and walk for extended periods.
- Lift up to 25 lbs (11 kg) when required.
- Use computers and office equipment for extended periods.
- Perform routine patrols throughout the hotel.
- Greet and assist guests upon arrival with a warm and welcoming demeanor.
- Manage check-in and check-out processes efficiently.
- Handle guest inquiries and resolve issues promptly to ensure satisfaction.
- Maintain accurate records of guest information and transactions.
- Operate multi-line phone systems to manage incoming calls effectively.
- Provide information about hotel services, amenities, and local attractions.
- Collaborate with housekeeping and maintenance teams to ensure room readiness.
- Uphold the highest standards of customer service at all times.
Qualifications Proven experience in a front desk or Night Auditor role within the hotel industry.
- Strong communication skills.
- Familiarity with hotel management software SynXis Sabre is a plus.
- Excellent phone etiquette and interpersonal skills.
- Ability to handle multiple tasks in a fast-paced environment.
- A passion for providing exceptional guest experiences.
Pay: $16.00-$17.00 per hour
Work Location: In person
