JOB DESCRIPTION
Motel 6 Burlington
Position Title:
Front Desk Agent / Day and Night Auditor
Department:
Front Office
Position Summary
We are seeking a friendly, professional, and detail-oriented Front Desk Agent to support guest services across morning, afternoon, and night shifts, including financial auditing responsibilities. This role plays a key part in ensuring a positive guest experience while maintaining accurate hotel operations and revenue reporting. The position supports the General Manager by delivering high-quality customer service, managing reservations and front desk operations, and ensuring the accurate processing of hotel transactions within a 24-hour period.
This role is ideal for individuals passionate about hospitality, customer service, and operational excellence in a fast-paced environment.
Key Responsibilities
- Greet guests warmly and provide professional customer service throughout their stay.
- Manage guest check-in and check-out processes using hotel systems and data entry tools.
- Handle reservations, cancellations, and modifications efficiently.
- Respond to guest inquiries in person and by phone using proper professional etiquette.
- Promote hotel services, amenities, and local attractions, and upsell when appropriate.
- Accurately review, balance, and verify daily room revenue and additional income.
- Audit room charges, tax postings, cashier activity, and guest accounts for accuracy.
- Prepare and submit daily management and accounting reports, including revenue summaries and operational statistics.
- Maintain accurate records of guest transactions and interactions for reporting and analysis.
- Coordinate with other departments to resolve financial discrepancies and service issues.
- Ensure proper control and security of keys and front desk systems.
- Address guest concerns promptly and escalate issues when necessary to ensure resolution.
- Maintain a professional appearance and follow all company policies and procedures.
- Perform additional duties as assigned by management.
Health and Safety Responsibilities
- Follow all safe work procedures and use required protective equipment.
- Comply with Occupational Health and Safety legislation and workplace policies.
- Report all incidents, injuries, or unsafe conditions immediately.
- Participate in health and safety initiatives when required.
Working Relationships
Internal:
Accounting and all hotel departments for operational coordination and reconciliation.
External:
Hotel guests for service delivery and support.
Qualifications
Education and Experience:
High school diploma or equivalent required. Minimum one year of experience in hospitality or customer service preferred.
Required Skills
- Strong communication and interpersonal skills.
- Excellent customer service and professional demeanor.
- Basic computer and data entry skills.
- Good numerical, analytical, and problem-solving abilities.
- Ability to multitask and work efficiently under pressure.
- Sales and upselling skills are an asset.
Working Conditions
- Shifts may include mornings, afternoons, nights, weekends, and holidays.
- Fast-paced, customer-focused work environment.
- Overtime may be required based on operational needs.
Physical and Cognitive Requirements
The role involves frequent computer use, data entry, report review, and guest interaction, primarily while seated at the front desk. Some movement around the property is required to assist guests or staff.
The position requires regular use of analytical thinking, communication, and basic accounting skills. Occasional lifting of items up to approximately 50 pounds may be required when handling reports or supplies.
Reporting Structure
Reports directly to the General Manager.
Job Type: Full-time
Benefits:
Work Location: In person
Pay: $17.60 per hour
Benefits:
Work Location: In person
