The Hotel at Auburn University
  • Auburn, AL, USA
  • Full Time

Overview:

To serve as Manager On Duty, with the ability to perform overnight front office agent duties while maintaining a pleasant, professional and efficient manner

Monitor and patrol assigned areas to provide a safe environment for guests and employees and to minimize opportunities for loss or damage during the overnight hours. Act to deter any agent or element from jeopardizing persons or property in or about the hotel's facilities. Perform other duties as assigned by Front Office Manager.

 

Responsibilities:

  • Must be available to work 11pm to 7am with flexible work days including weekends and holidays.

 

 

  • Ensure that the Hotel and its employees and guests are protected at all times.

 

 

  • Review department log records and be familiar with pertinent information relevant to the daily shift. Review the hotel status and follow up actions with the previous shift agent.

 

 

  • Provide escorts for employees in accordance with departmental standards.

 

 

  • Ensure that after-hours access into secured hotel areas are properly authorized, monitored and documented in accordance with hotel standards.

 

 

  • Handle deliveries received during non-business hours following hotel procedures.

 

 

  • Work with outside agencies (i.e., police) cooperatively and follow established hotel regulations.

 

 

  • Coordinate emergency situations as specified in departmental manual.

 

 

  • Investigate duress alarms and comply with respective procedures.

 

 

  • Patrol the property with specified equipment, checking all designated points and document all actions taken in accordance with departmental standards.

 

 

  • Resolve safety hazard situations.

 

 

  • Ensure all guest room doors are secured; assist guests with room access in accordance with hotel procedures.

 

 

  • Challenge suspicious persons on hotel property in accordance with departmental procedures.

 

 

  • Conduct designated investigations into theft or lost items, noise complaints, assault complaints, and other guest complaints; complete documented reports.

 

 

  • Respond to the scene of guest/employee accident promptly; administer first aid/CPR; communicate specified information to EMS/medical personnel as required.

 

 

  • Report to scenes of guest or employee fighting and follow designated procedures.

 

 

  • Comply with state regulations and hotel guidelines for handling intoxicated guests.

 

 

  • Coordinate towing of vehicles as specified in department procedures.

 

 

  • Report to scenes of vehicles accidents/thefts and document specified information.

 

 

  • Assist in moving/removing guest room possessions, inventory and security of such.

 

 

  • Maintain confidentiality of all Security and hotel reports/documents; release information only to authorized individuals.

 

 

  • Promote positive relations with guests and employees alike.

 

 

  • Communicate by radio with designated hotel personnel.

 

 

  • Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas.

 

 

  • Prepare work orders for maintenance repairs and submit to Engineering.

 

 

  • Legibly complete required reports; document all pertinent information in the logbook daily.

 

 

  • Complete all paperwork and closing duties before leaving. Review hotel status and any follow-up actions with on-coming Security Officer.

 

 

  • Be aware of ADA standards.

 

 

  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

 

 

  • Ensure service to all guests follows established standards, is consistent, efficient and courteous.

 

 

  • Maintain complete knowledge of: all hotel features/services, hours of operation; all room types, numbers, layout, and locations; locations of smoke detectors, fire exit doors, and fire extinguishers on all floors; cut-off locations of main water, gas and electricity lines; daily house count and expected arrivals/departures; previous day's pickup and anticipated business levels; scheduled in-house group activities, locations and times.

 

 

  • Be an ambassador of the hotel and the company at all times, in and out of the work place.

 

 

  • Ensure by example that the hotel philosophy is known.

 

 

  • Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.

 

 

  • Be knowledgeable of, implement, communicate, and comply with policies of the Hotel at Auburn University and its Hotel Human Resources Department.

 

 

  • Ensure security and confidentiality of all guest and hotel information.

 

 

 

JOB REQUIREMENTS

Education & Experience

 

  • High school diploma or equivalent required; Bachelor's Degree preferred

 

 

  • Minimum three years' experience and training in Hotel Operations and/or Hotel Security

 

 

 

Skills

Must have criminal-free record. Certification in CPR, first aid, and alcohol awareness program. Knowledge of local, state and federal laws applicable to hotel safety and security. Ability to satisfactorily communicate in English with guests, management and employees to their understanding. Computer proficient. Ability to provide legible communication. Ability to think clearly, analyze and resolve problems and exercise good under high pressure or emergency situations. Ability to complete work in a timely, accurate and thorough manner. Ability to work effectively and relate well with senior management, colleagues, subordinates, and individuals inside and outside the hotel. Ability to ascertain guests'/employees' needs and comply with such to ensure guest/employee satisfaction. Ability to focus on details. Ability to work without direct supervision. Ability to recognize suspicious human behavior, which poses a threat to persons or property. Ability to endure abundant physical movements in performing job functions. Ability to remain at assigned post for extended periods of time. Ability to prioritize and organize work assignments. Ability to remain calm, courteous and professional with demanding/difficult guests and/or threatening situations. Knowledge of fire and building codes. Understanding of the luxury hotel environment. Preferred: ability to communicate in a second language, preferably Spanish.

 

Work Environment:

The working conditions described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Equipment to Be Used

 

  • Standard office equipment, including telephone, computer, printer, copier, calculator, fax, and computer programs including Microsoft Word, Excel, and email. Two-way radios.

 

 

 

Physical & Mental Requirements

 

  • Regularly required to stand, walk, talk and hear; frequently required to use hands to finger, handle, feel and reach with hands and arms; frequently required to sit, climb or balance, stoop, kneel, and crouch. Requires manual dexterity sufficient to operate standard office equipment as well as security and safety equipment. Requires normal range of hearing and vision.

 

 

  • Must be able to lift, push, pull, and move equipment, supplies, etc., in excess of 100 pounds.

 

 

  • Must be able to resolve problems, handle conflict, and make effective decisions under pressure.

 

 

 

Work Environment

 

  • Entirety of property'exposure to direct sunlight, high humidity, extremes of heat and cold, noise, paint, and numerous other exposures associated with the hotel & restaurant environments.

 

 

  • The work environment may involve varying conditions and circumstances with guests, staff, visitors, government agencies, etc.

 

 

The Hotel at Auburn University
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